Znuny Open Source Ticketsystem

We tried to not work with the lock mechanism - big mistake. It's useful AND trying to get rid of it will breaks other things.

Any news on this promising feature?

I need ticket locks. I just don't want them to appear in the dashboard.

Thanks

You can choose "Locked Tickets" in dashboard, btw. How does the "Filter" option work, besides setting it to "All"? I tried 'Filter' => 'Locked' (as indicated in the Admin manual) but my unlocked ticket still appear in the dashboard. Ticket::ViewableLocks: only has unlo...

Which ACL might that be?

Hi, I created two new states of "open type", waiting for customer and customer responsed. but the dashboard can not display any tickets those are in state of "waiting for customer" or "customer responsed". The dashboard will show my new states tickets only after I chan...

Yes we do use AD as an LDAP backend :) So we'd setup one LDAP backend per company, and then attach one backend to one group, and one queue to one group. (business case is: multiple companies each having their own first level support, plus IT community across multiple companies having a single global...

Hello, I've created a new dashlet and I do not want the filters to appear, much like in the Kernel::Output::HTML::DashboardCalendar format.

How do I do this?

Thanks

I have managed to install OTRS (Linux and Oracle) in my company. My department is really small (5 people - 3 ITIL Certified) the company has over 400 people and we are wish to implement Help Desk and ITSM. My opinion is that some consulting could be a big help. Some believe we could give a try alon...

Hello guys, I made my own custom dashlet so I can show all the tickets in a queue. It all works fine, but I want to add a field to the dashlet (to show the current owner of the ticket). here is my dashlet code (snip) It shows me the pripority, if there is a new item added to the ticket, the ticket ...

I'm guessing there is no way to do this? if that's the case darn it I was rating this software 5 stars so far. Another question, is there a way to change the granularity of the working hours to half an hour? for Instance, my company works from 8:30 to 12:30 so it would be awesome if I could set tho...

I am trying to put together a similar function for an Ticket Ownership Dashlet. Very simply put, the Dashlet should show all tickets owned by the Current User. I think I am running into trouble with my Attributes and am hoping you can help. <Item Key="Attributes">OwnerID=CurrentUser;Owner...

Posting replay to my own: CustomerGroupSupport?

We suck all the people from our AD and have them as customers.

Does that help in the same issue as described above, i.e. determine the queue as a function of the domain name?

I don't want to create customer accounts for 25'000 people.

Hello,

Is the field "Due date" anything else than an attribute to the ticket, i.e. is anything done with it in the system like reminders or appearance in certain dashlets?

Thanks!
V.

If I add a FreeTextField, I see that the customer ticket creation screen can display this new field. How about the customer ticket zoom? I'd like my customers to rate the support service (grades 1 to 4) when the request has been dealt with; for that, I need my new field to appear in the ticket zoom ...

I would have that question for my version of OTRS as well - add the Responsible field to the view and remove Locked and Owner.

Hey 1326 posts, one mistake, no problem

Doesn't this bin the whole ticket? I had it set up like this and whole tickets started to appear in the Junk queue