Znuny Open Source Ticketsystem

Hello All,

We want to utilize the Customer portal and up to now the users can see their own tickets under both "my tickets" and "Company Tickets"
The config.pm containts this config for the users


###############################################
#LDAP CustomerUser - Netherlands ...

Thanks,

Let me see what i can come up with... My programming skills are not high level but perhaps with trail and error and reading the developper book I can figure out how to achive the same in 3.x

thanks and will let you know once i know more.

I managed to do this trick for the customer portal via this post :
http://forums.otrs.org/viewtopic.php?f=17&t=2239

So to my best knowledge and following the guidelines from the post i need to edit the PM file and the DTL file
Question remains is it:
Kernel/Output/HTML/DashboardTicketGeneric.pm ...

Hi

Sadly this doesn't work in the 3.0 version.
I was looking for the "owner name" in particular. I was struggeling to get this to work in version 3. in order that it shows the agent fullname instead of the loginname.

I openend the OPM file but i see only jibbajabba. Is there a way you could ...

Totally different question... how can i make that "free fields" option available in the navbar??

I found out that i need to edit the AgentTicketCompose.pm in order to retrieve the required fields...

Doing my best. keep update and again help or direction would be highly appreciated:)

Hallo, Ich versuche im Deutch zu tunn..

Ich habe dieselbe probleme und habe ein post gemacht :
http://forums.otrs.org/viewtopic.php?f=62&t=12553

Veilleicht zusammen konnen wir das problem lossen?

Currently when a ticket/mail arrives in OTRS it is by default assigned to a predefined queue.
You then start to work on the ticket and via the Ticket Zoom you move it to a corresponding queue.

I was thinking and received also a wish from within our organization to shorten the handling steps.
Most ...

I was trying to find this out myself as well.
Problem is that you cannot simply use "UserFirstname" as this is not a property of the ticketdata.
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186

There needs to be a combination/link made with OwnerID and fields in the table user ...

Managed to create the regular expression.

Made a allow and ignore filter
(Brief Message|Full Message)|(00460|80480|80470|80472)

Hi All, I know this issue is reported a long time ago but i'm running into a similiar issue.

We have a monitoring queue with several subqueues. I created a special state called "monitoring" so we can filter this easily in reports.
Next to that we do also have some mailfilters that automatically ...

Hello All.
I run into a issue with a postmaster filter. I know i need to use Regex in order to get this going but completely lost.

Let me explain what i have:
filter.JPG

This does the job perfect but....
In the body there is a certain text fe. WH_ID 80480 or WH_ID 80472 but it also could be WH ...

I would like to add a column that shows simple locked/unlocked as a text>
I tried to add the following code:

<!-- dtl:block:ContentLargeTicketGenericRowMeta -->
<td class="W10pc">
<a href="$Env{"Baselink"}Action=AgentTicketZoom;TicketID=$Data{"TicketID"}" title="$QData{"Title"}" class="AsBlock ...

Erwing....

many many thanks!! this indeed did the Job

I tried the option : PostMasterFollowupSearch
But still i see each replay to the same topic without the [ticketnumber] will generate a new ticket in OTRS.

$Self->{'PostmasterDefaultPriority'} = '3 Medium';
$Self->{'PostmasterFollowUpSearchInRaw'} = '1';
$Self->{'PostmasterFollowUpSearchInBody ...

Hello.
I created 2 customer ticket templates based on the http://forums.otrs.org/viewtopic.php?f=60&t=10673 and specific http://www.youtube.com/watch?v=1B8mZ9Ku_bA
It works perfectly only disadvantage is that the users see buttons instead of a dropdown selection list.
For 2 templates that would be ...

This can be closed.

I needed to logout and back in.
Then i saw the tickets again in QueueView: My Queues and in the statusview they were no longer in the Closed filter.

sorry to disturb you....

Hello,

I created a new state/type called monitoring in my OTRS 3.0.10
I followed the procedures described in the http://doc.otrs.org/3.0/en/html/states-customizing.html

New tickets that arrived via email/filter are correctly assigned the state : monitoring
but when i open the Ticket:Status View ...

Hi There,

Perhaps the question have been reased before, if so please provide me a link since I couldn't find it.

We have a bunch of queues, which i actualy like to see as Folders where i place my tickets in.
When a Agent is selecting "tickets", there is a dropdown menu with fe. Queue View

What i ...

THanks

the Event Notification works like a charme and is indeed a perfect solution for the request i received from the business here

thanks for the prompt support.

HI All.

Is there a option that there is only a auto email response when the ticket is assigned/locked by a agent?
This request is comming from the business, they are not interested in the fct that the email has been received but are more interested to receive a email when the ticket is locked by a ...

Hello All,
I have a 2 in 1 OTRS system, so i will serve 2 departments from 1 system.

I have created 2 postmaster mailaccounts and assigned them to their own inbox queue.
Postmaster 1-> 1-raw
postmaster 2-> 2-raw

on the queues i have configured
Queue 1-raw -> system address :postmaster1@something ...