Znuny Open Source Ticketsystem

Hopefully I am not making this more confusing... I reread your original post and may be repeating what you already know. See attachment for some notes/screenshots I made about dynamic fields. I wish I knew an easier way to include screenshots to a post than to make a doc and attach it. :) Distinguis...

Yes, thank you for the correction!

I just noticed that 'article' dynamic fields entered in to Ticket::ViewZoom will appear in the information area below where you select an individual article.

I think only 'ticket' dynamic fields can be added to the ticketzoom. 'article' dynamic fields will not appear. Didn't test this but I think that's the case.

Thank you! I wasn't familiar with the Time_Accounting table keeping individual records of time entries. I had incorrectly deduced that it was a cumulative field. It is still a good excercise for those who want custom or granular control... being able to mark an entry billable or unbillable, adding s...

I believe this is still an issue. Although the Sysconfig-iPhone->Frontend::Agent subgroups have the option to set ArticleFreeText items I cannot get them to show in the iPhone app. I assume that these should be set with a 0,1,2 as they are elsewhere in OTRS? It would be interesting to know if there ...

I need a way to allow an agent to enter billable time with each article: entering a new note, closing the ticket, etc. Then, I need a way to report on this billable time to hand to our billing department for invoicing. My procedure is attached as a PDF and I would be pleased if anyone wished to use,...

I hope resurrecting an old post is not in bad taste. This is EXACTLY what I am trying to figure out.... let an agent plug in their time with each note they add to a ticket. We bill hourly for services and this would be a wonderful way to track it. Why make the agent go to a separate billing system o...

Thank you! MAILTO="" worked like magic.

Does this problem ring a bell for anyone? It is probably an OS problem more than an OTRS problem but any help would be welcomed. Thanks! In order to auto-send a scheduled statistics report, I am following the method used in this post: http://forums.otrs.org/viewtopic.php?f=62&t=9829 It works gre...

I would like to be able to select multiple tickets, click Bulk and set a ticketfreetext field to a value but I don't see this as an option under Ticket Bulk Action. Is there another way to do this? Perhaps through Generic Agent or by adding it to Frontend::Agent::Ticket::ViewBulk? This doesn't have ...

This worked great! Without any auto-reply set for the queue I was not able to find a way to respond to the customer by email. After setting the auto-apply as suggested, and creating a new ticket in that queue, I now see two items in the ticket, the initial ticket request itself and also a ' system -...

I feel like I have exhausted those settings for iPhone sysconfig. There are only 6 subgroups under iPhone in sysconfig. One of those is Core::Log which doesn't relate. For the other five (shown below) I have set Key 1 and Key 2 = 1 (in the Content Field), and there is a checkmark to enable each of t...

Hi, I am struggling with this concept. Is it possible to see freetext fields in iPhone app? I have ticketfreetext and articlefreetext fields that work fine in the web interface. In sysconfig, for all iPhone configs, ViewNote, ViewPhone, etc., I have set 'content' to 1 for all of the ticketfreetext a...

Maybe I should narrow the focus of my question.... How do you enable ticketfreetext and articlefreetext for the iPhone app? I have enabled with a '1' the freetext items in all of the iPhone subgroups just to test it out: iPhone::Frontend::Agent::Ticket::ViewClose iPhone::Frontend::Agent::Ticket::Vie...

Hello, I am getting a little confused trying to setup freetext for interfaces. I figured this question could help with understanding. I would like to: - add a couple fields when creating a new ticket (ex. Windows Username, ComputerName) - add a couple internal fields to any work done on a ticket (ar...

Yikes, that was obvious. Thanks!

Hi, new user here. I am trying to following the manual to create a new theme: http://doc.otrs.org/2.4/en/html/c2091.html Specifically, I wish to try to customize the dashboard as explained in this howto: http://forums.otrs.org/viewtopic.php?f=60&t=5156 When I get to the mysql commands to activat...