Znuny Open Source Ticketsystem

Anyone got an idea?

Hello - is it possible to create a string search in the "Subject" field of a Generic Agent task for multiple strings, emphasising the need for the OR (|) parameter? - EG Generic Agent > Ticket Filter > Subject > "delete|remove|user"

Thanks for all the replies - however - the question still stands.

Is there a way to send an automatic alert to all agents assigned to a queue, for when a client email update arrives?

Does this mean that bounced ticket states can only use the default "state types" rather customisble "states" ?

The question - how to send an agent alert for when a client email update occurs for a new ticket? I would like to send an automatic alert to all the agents which are assigned to the clients queue. In the events configuration, the following configs were tried, but sends an alert when ever a new artic...

Anyone...any ideas?

Thanks for all the replies. Yes - I need to send a response to everyone that is included in the To: and CC: fields. It has been mentioned to create a a PostMaster Filter in an external file to ensure everyone is replied to via the auto response. Can you give any example of how to include an external...

Is it possible to change the states type of a bounced ticket to something other than "open" or "closed"? I have tried to update "Ticket::Frontend::AgentTicketBounce###StateType" to include "closed successful", "closed unsuccessful" and "closed w...

Usually it would be customers.Sometimes agents and more often than not, it would also have external users which are not registered within OTRS as either an agent or customer.

Hello - according to these forums it seems like it's not possible to get the auto response new ticket "auto reply" to reply to all email recipients associated with a new ticket.

Has any workaround been found or is there any potential hack which could be applied?

Has any workaround come about for this?

To resolve the issue with the user agent’s profile that wasn't playing ball with the permissions allocated to it via the Agent to Role function. The user agent's profile was set to "invalid" and each field set to xxx except for email which was renamed to something acceptable like none@mydo...

Thank you for the help. All the users permissions set within the Agent to Group function have been unticked for all users.The Agent to Group function has been disabled. Now the permissions are set via the Agent to Role and Role to Group functions. These permissions are working as expected except for...

Anyone with a view?

Okay - I've now tried to do this for many groups but it doesn't work. The user agent has access to all the functions rather than the restricted set. Here are the config settings - The user agent has a role. The role is linked to many groups. The roles to group permissions are set for ro. The agent i...

I seem to have a found a fix. Here are config settings - The user agent has a role. The role is linked to a group. The role to group permissions are set for ro . The agent to group permissions are set for note, owner, compose and forward. This user agent can now add a note, reassign ownership, reply...

Hello - I wish to restrict users so that they can only reassign ticket ownership,add a note and reply to tickets. The following configs are in place - the agent has a single role. This role is assigned to a single group. The group is assigned to a queue. There is no agent -> group mapping but this f...

Thank you - this worked

Hello - currently I am unable to reply to client tickets. The tickets can be forwarded but not replied to. The group and role permissions have been reconfigured without success. The new tickets are assigned to their respective client queues automatically based on the incoming mailbox to client queue...