Znuny Open Source Ticketsystem

Hello, In the context of our tests for the version 6 , we notice that the module NewTicketOnlyFromKnowEmail provided by an external company is no more supported. The purpose of this module was : - Sending an email 'your call is being rejected' to emails not present in contacts list of OTRS when fetc...

Found it via : CustomerFrontend::Navigation###CustomerTicketMessage###002-Ticket

Hello, We have installed on a test VM the version 6 of OTRS. The version is quite well according to our tests. We have a quite strange behavior, on the new version , the button 'New Ticket' does not exist when logging with a customer contact have already tickets in OTRS. The contact only sees the bu...

We are using version 5.0.13 for info.

Dear, We would like to include in our ticket closure notification : The title of the ticket and possibly a part of the latest feedback. We were trying using : <OTRS_TICKET_Title[100]> for the title. This ticket <OTRS_TICKET_Title[100]> has been closed. But it does not work, which placeholder can you...

Ok Thank you for your help and feedback, much appreciated !

Thank you !

I have found also information here finally :

http://wiki.otterhub.org/index.php?title=Survey_Module

We would need to test it to validate it works as we require.

OTRS never provides a module just for tests I guess ?

Regards,

Olivier

Ok, but I can trigger a survey by call ? Automatically or not ? The purpose would be to send one suvvey request per call closed and no other survey on the same call. Can you detail me how it is implemented in OTRS ? Do you have a short documentation about it ? I would prefer an interface within the ...

Hello, Thank you for the fast answer, we have no CTI integration. By call I mean any ticket created in OTRS and related to a customer contact. Do you have somewhere a detailled explanation on Survey module and parameters of the module ? I would prefer however just a rating feature as we are performi...

Hello, We could be interested in our company for a system allowing to rate any call with a comment within OTRS. When the customer closes the call for instance, or having a rating action in the list of calls. Does any module exist for that which are compliant with a version 4.0.13 of OTRS ? i did not...

Hello,

I am searching a means to get the same 'InMin' value for the first auto-close action done on a ticket.

Than what exists in statistics for 'Solution in Min'.

Does someone have a way to implement that ?

Does it exist in standard after version 3.2.3 ?

Regards,

Olivier

Hello, I try to set up 2 escalation alerts in OTRS. Here are the rules I would like : If a ticket is not closed, pending auto-close or merged, I would like : An escalation to a specific mail when 50% of first response time is reached (as specified in our queues). A escalation to a specific mail when...

Hello Crythias, We finally manage not to continue in the processing of the page when a mail not in the system is listened. By using the indications in : http://forums.otrs.org/viewtopic.php?f=60&t=6586 It can be useful to re-use in the notice in the system log this parameter to know which email ...

Hello, I notice in the Service Desk 3.0 version that it is possible to fill any customerID when changing of customer on the ticket via the link 'Customer'. Which could be dangerous, as the ticket may be reassigned to a NULL customer or to a customer not existing. Is there an option displaying a kind...

Hello, Actually I would like to check especially for customers that no new incidents are automaitcally created with 'from' mails not present in the customers e-mails. I have well found the forum topic you indicate but at modification we had an error in the postmaster.pl page when retrying to fetch a...

Hello, We have configured a mail listening for ticket creation and update. It works well so far. But when testing all mails are accepted even if I out the 'trusted' option to 'No' in my POP3 account definition. What I try to do in version 3.0.9 is to have this : The mail is imported as ticket or upd...

Hello,
The problem seems linked to specific placeholders. Using this content works systematically :
http://wiki.otrs.org/index.php?title=No ... has_closed

Thanks for your help anyway.

Hello, I have changed the body text of the NotificationBodyLostPasswordToken parameters. But the reset password mail created remains the same although the ZZZAAuto.pm file has been updated , the application cache cleared, the application service restarted, and the web service restarted. It seems tha...

Ok sorry, the file was in use and the zip has not been created correctly.

Here is the correct file.

Regards,

Hello Crythias,

Thank you for your fast answer.

Here is attached my custom notification definition. I am reducing the criteria as much as possible.

I have indicated the subject and body of the mail set also.

Can i log what could prevent the mail from being created ?

Regards,

Hello, We are testing an OTRS 3.0.9 version for company usage. And I have defined a ticket closure notification to have a mail sent to the customer when the ticket is set 'closed successful' / 'closed unsucessful'. The customer notification created in 'Notification events' worked one time. But now i...