Znuny Open Source Ticketsystem

Baustin

so i tested that today. The error that shows up in the log is "need year", i dont have any option to select the date when closing a ticket

Baustin

Hi Guys,

The bulk close feature is not working, when I select a few tickets, select bulk, then close and submit the bulk window just reloads.

Where would I start looking for the solution on this?

Baustin

Hi Guys,

I have set up templates for tickets, so when an email comes in, I can reply with a template. However these are not available when I create a new ticket.

Any ideas on what I need to do to enable this?

Baustin

Is this possible to do for agents as opposed to customers

Baustin

Aha i got it so it was located in AgentTicketCompose

Thanks guys.

Baustin

Thanks alot. So in Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewSearch I have found Ticket::Frontend::AgentTicketSearch###TicketFreeText "Ticket free text options shown in the ticket search of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and r...

Baustin

So I have set up 7 different TicketFreeKey's in Core::TicketFreeText.

However it only shows the first 4 that I have set up. Is there a limit on how many can be displayed?

Baustin

This was for creating a ticket, the type doesn't appear. You want to remove it from showing? You can edit the .dtl, such as AgentTicketZoom.dtl  <label>$Text{"Type"}:</label> <p class="Value" title="$QData{"Type"}">$QData{"Type&quo...

Baustin

crythias wrote:Edit Config Settings in Ticket -> Core::Ticket

Ticket::Type

Default value: No
Allows defining new types for ticket (if ticket type feature is enabled).

I actually tried that one already but I can still see it when i click in a ticket

Baustin

crythias wrote:or turn off Type as an option in SysConfig.

Yea I have looked at doing that, I searched for "type" Looked at all the results it brings but but cant find a way to disable it.

Baustin

MichaelR wrote:http://forums.otrs.org/viewtopic.php?f=60&t=5156

Start there, figure out which page you need to edit, then change the DTL layout to use the fields you want (providing they have been passed to the DTL)

Thanks alot, I will take a look

Baustin

MichaelR wrote:This has been covered time and time again.

Please search.

So I have searched around for about 20 minutes. To be honest I don't even know what I am looking for, if I did, I wouldn't be here. Perhaps you could point me in the right direction?

Baustin

Baustin

In that case, you can either ask the person to unlock the ticket or set unlock automatically. Hope that helps? Thanks. Best Regards Chetan Thanks alot, so the manual unlock has crossed my mind. However I think this leaves too much room for human error. If someone forgets to unlock the ticket, then ...

Baustin

I do think we definitely need the process. We run a 24/ 7 operation. We have a good number of Agents that will be using OTRS about 12. Each Agent will deal with alot of tickets every day, however once a ticket is opened it stays open for ususally about 2/3 days, as we have to communicate with differ...

Baustin

Hi Guys,

When I click on a ticket and reply, I dont want to lock the ticket.

Is it possible to set so that when I reply the ticket is still open and available for someone else to reply if I dont close the ticket?

Baustin

So what I want to do is change the type when replying to a ticket. When a I reply it automatically changes to "agent – email-external". What I want to do is have 2 conversations going within the same ticket, and would like to add custom feilds that you select when replying to an email etc ...

Baustin

Hi Guys,

I am trying to find out where I can change the ticket states, so that when an agent puts a note on a ticket, it changes from "new" to "open".

Where do I do this?

Baustin

I have, I cant find anything relating to 3.0. I have found information about older versions, which to be honest isn't very useful at all

http://doc.otrs.org/2.0/en/html/x1327.html

http://doc.otrs.org/2.3/en/html/x1519.html

Baustin

Thanks for the help guys. So i guess I shouldn't be messing around with the ticket age. Is it possible to filter from last activity? At the moment I have a generic agent moving tickets that are older than 3 hours. Realistically I should be setting it to move tickets that have no activity on it in 3 ...

Baustin

Is it even possible to reset the age once a reply comes in.

Say the ticket is 4hours old, I send a reply and close the ticket.

If the person replies I want the ticket coming in as 0 age

Baustin

Hey guys,

I am wondering is it possible to reset the age of all new tickets in a que, once the clock hits 8am?

Is this possible.

Baustin

Thanks alot man, Worked a treat

Baustin

Hey Guys, I am sure this one is a simple one. So we have OTRS set up to fetch mails from out mailbox. After a few replies, we find that we have to close the ticket as it is resolved. However when a customer replies to the closed ticket, we do not see they reply in our que. The ticket remains closed....

Baustin

Coming back to this i had some time to play around with it. what i have done is set up to calanders - 9am - 5pm Monday to Friday - All day on Saturday and Sunday, as well as 5pm to 9am Monday to Friday I have set up the generic agent to fetch emails that are older than 3 hours and move them to a new...

Baustin

Hey, I looked at the system log, and there is no activity to say anything has been changed. [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2011062910000057/TFS] created (TicketID=72938,Queue=IT Admin,Priority=3 normal,State=Closed) Thats the first instance of it. No new filters were set up

Baustin

Hey Guys,

This has only happend recently. I am not sure as to what as changed.

But when a new email is sent to us, the first state is closed. The only way to find the ticket is by searching for it.

Any ideas on how I can change this?

Baustin

Thanks alot for the help.

I am looking at the manual to gather some information, however SLA's is not mentioned alot.

http://doc.otrs.org/3.0/en/html/Ticket. ... references

Is there somewhere else I should be looking?

Baustin

Hi guys, I am going to be setting up an SLA for OTRS. There is just a few things I'd want to know before I do. The working day is 8am - 6pm, so if an email is sent to us, I want to set an SLA of 3 hours. IF nothing happens to the email in 3 hrs, then an email is sent to the boss. If an email is send...

Baustin

crythias wrote:
Baustin wrote:We have OTRS installed locally, so I am thinking that the emails it fetches and ignores still get moved to the server where we have it installed?
Temporarily, until disposition (X-OTRS-Ignore) sends the individual email to /dev/null.

Great, thanks alot

Baustin

crythias wrote:All emails *are* deleted from server as OTRS gets them.

We have OTRS installed locally, so I am thinking that the emails it fetches and ignores still get moved to the server where we have it installed?

Baustin

they are fetched but won't create a ticket (so they are moved to /dev/null) Thanks alot. So they are still being pulled to the server, How would suggest the best way do have them deleted? The emails in question, there are alot of them, so I would need to have them deleted. IS this something i do fr...

Baustin

Hi I am setting up a mailbox that will receive a lot of emails. I am going to set it up with Q-OTRS-Ignore so that it ignore certain emails from a specific sender. My questions is about the Q-OTRS-Ignore feature. If i set it up, will it still pull the emails from the inbox but just not show them in ...

Baustin

Another thing I am wondering about.

I have set up filters with OTRS to dispatch certain emails to certain queues . Is there a way to set it so that OTRS ignores an email from a certain email address and does not fetch it to OTRS?

Baustin

Great, thanks for the Clarification.

I am thinking that I will set up a new inbox, and have all the mails from the other inbox forwarded to this.

Baustin

I understand what you are saying.

I do not want to delete any mails from the Mailbox.

Baustin

Thanks for the reply,

Do you know of any way of doing it without deleting all the mails?

Baustin

Hey guys, Any help here would be great. We have OTRS 3.0 installed locally. I have set up a mailbox on it, it this works fine. I have set up another mailbox, this second mailbox has a very large amount of files. When I set this up as a IMAPS, it downloads every email form the mailbox. Mails from a c...

Znuny Open Source Ticketsystem

Search found 38 matches

Re: Bulk Close not working

Bulk Close not working

Template for New Tickets

Re: ACL to make available certain TicketFreeText based on qu

Re: Only showing first 4 TicketFreeText

Re: Only showing first 4 TicketFreeText

Only showing first 4 TicketFreeText

Re: Hide ticket type?

Re: Hide ticket type?

Re: Hide ticket type?

Re: Hide ticket type?

Re: Hide ticket type?

Hide ticket type?

Re: Ticket never locks

Re: Ticket never locks

Ticket never locks

"agent– email-external" Change this?

Change state after putting a note on ticket

Re: Reset ticket age at certain times of the day

Re: Reset ticket age at certain times of the day

Re: Reset ticket age at certain times of the day

Reset ticket age at certain times of the day

Re: How to reopen a closed ticked automatically

How to reopen a closed ticked automatically

Re: Configuring SLA's around the working day

Re: Tickets Automatically coming in as closed

Tickets Automatically coming in as closed

Re: Configuring SLA's around the working day

Configuring SLA's around the working day

Re: Q-OTRS-Ignore Question

Re: Q-OTRS-Ignore Question

Re: Q-OTRS-Ignore Question

Q-OTRS-Ignore Question

Re: New email set up - Stop OTRS from downloading every emai

Re: New email set up - Stop OTRS from downloading every emai

Re: New email set up - Stop OTRS from downloading every emai

Re: New email set up - Stop OTRS from downloading every emai

New email set up - Stop OTRS from downloading every email