Znuny Open Source Ticketsystem

Tried in all browsers, it does not work where is called. I commented out the same in Core.UI.RichTextEditor.js but it broke site navigation.

I need to enable picture upload through-out all of the Richtext fields. I have edited the RichTextEditor.dtl and created my own theme to add the Image button. However, attempts to upload the an image do not process. What do I need to modify to enable this action?

Create your own them and edit the specifics called out in Kernel/Output/HTML/Standard/RichTextEditor.dtl.

I have build several Skins for different agent groups. Is there a way to control access to the skins? I tried using the Group key in a custom skin config but other groups are still able to select the skin. <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0&quo...

There are several .rpmsave and .backup files under /OTRS/Kernel/Output and /OTRS/Kernel/Modules. I think the upgrade from 3.0 to 3.1 broke more than I realized. I'm going to try a fresh install on another testbed and configure from scratch to see if it's a Theme or SysConfig issue. And yes, Package ...

I have updated the state names and state types in SQL and verified they all match correct in SysConfig but I am still getting the same errors.

After updating database with new names and modifying all state types as specified in the OTRS 3.1 documentation, I am still receiving the errors. I do not have any custom themes applied either.

I upgraded to 3.1.10 & 3.1.6 and the problem remains. I removed all FreeText fields for ViewPhoneNew and ViewEmailNew but no luck. I haven't updated the database with the new names yet, which I'm guess is also the cause of my Priority and State errors.

I see the following errors in my System Log every time a ticket is created (pulled from /var/log/messages). I have disabled the DynamicFields in ViewPhoneNew and ViewEmailNew but the messages continue to appear. Sep 4 15:02:27 limelight OTRS-CGI-01[29104]: [Error][Kernel::System::DynamicField::Dynam...

Where did you find these scripts? I've searched all over the /opt/otrs/ file structure and can't find them.

The .dtl for the chart doesn't contain any sizing or references to other .dtl files; the .css needs to be changed. I looked through the .css files in my install but couldn't narrow it down. Any help from the Admins would be fantastic. (I'm using Chrome on Win7)

Apparently I had a few ITSM packages installed incorrectly. Reinstalling them and recreating the themes with the new 3.0.9 modifications fixed the problem.

I have added the same code for ITSM Impact found in AgentTicketPhone and have added it to CustomerTicketMessage.dtl. When I pull up the new ticket creation form, the title is there, but the drop down box is not displaying. Is there something I'm missing?

Solved. The OTRS 3.0.9 version of CustomerTicketMessage.dtl does not support specific FreeText dlt:blocks. You have to insert a single generic dlt:Block:FreeText statement and it will display the fields in numerical order.

Ran into another problem. Modifications to CustomerTicketMessage.dtl located in my new theme folder is not being used. I have rebuilt the config, restarted the server, disabled all other themes in the system and changed the default theme to my new theme. I have verified the files are named the exact...

I hope so! This should make my task MUCH easier. I'll give it a try in the next few days.

I noticed something else. When I upgraded to ITSM 3.0.4 the "Impact" selection is no longer available in either Phone or Email tickets. The field is still shown but it is just the label. I've tried adding the lines specified to my current theme but it still does not function. When I check ...

My company supports multiple clients. I have been tasked with creating skins for each client. I came across a setting in SysConfig -> Core::Web called Loader::Customer::SelectedSkin::HostBased. Does this function solely for the customer facing portal?

That worked wonderfully. Thank you!

Anyone have any ideas?

I have just finished creating a new theme and activated it in Frontend::Theme, selected the theme in user preferences and changed the site default theme to the new one. However, when I browse to the pages that were supposed to be changed, my modifications are not being used. I followed the guide in ...

I'm guessing the problem was that the ITSM module that deals with that Output file wasn't installed correctly; according to Package Manager. I reinstalled it, then upgraded from 3.0.7 & 3.0.3 to 3.0.8 & 3.0.4. I will be putting the modifications back in tonight and we shall see what happens ...

I vaguely remember reading somewhere that it could be possible to map services to groups. It would greatly speed up the new customer deployment process. We use LDAP to populate our user database and some companies have a couple hundred users. Does the Service -> Group mapping ring a bell?

I have been receiving an error lately which simply states Need ImpactID! . I was receiving an error code which canceled all ticket creation which stated Need Criticality ID! . I resolved the Criticality ID error by uncommenting the Priority field in AgentTicketPhone.dtl but the Impact, which is set ...

How would it be possible to add a graph to the customer view?

Check to make sure your ticket type in Sysconfig -> Core::ITSMChange matches the type you created as your "Work Request" ticket type.

I realized I didn't have them filled in when I was creating test tickets. I just moved the fields around in AgentTicketZoom.dtl until I got them where I wanted them and commented out the fields I didn't need.

I have created several required freetext fields that need to be shown in the Ticket information widget in ticketzoom. I have tried adding the entries in AgentTicketZoom.dtl but they are not showing up. When I uncomment some of the existing entries in the dtl, those show up but they are not the ones ...

You need to enable the buttons in Frontend::Agent::Ticket::MenuModule.

Our Helpdesk supports several companies. One of the required Freetext fields I have created is "Location." We have multiple locations per customer but I don't want all locations to be seen by every customer. Is there a way I can present customer specific locations?

Is it possible to map services to certain queues? I want to minimize errors in queue assignment from the agents and would prefer to have queue assignment done automatically.

I am getting ready to deploy OTRS for 3 different projects using POP3 as the message retriever but I need to leave the messages on the server. Is there a way to configure this? I'm using OTRS 3.0.7.