Znuny Open Source Ticketsystem

Harikumar

Hi Team, I have a scenario where my customer need to be updated the ticket status through 2 email ids. ie:This customer is configured to get info in his Office mailid.He also want to receive the same in his personal email also.Kindly help me in this regard. Please specify the screen in which the upd...

Harikumar

Hi Team, Please help me.I want to add the field 'Change Queue' option in the Agent Interface-Ticket Compose. To be more detailed. When a Agent opens a ticket, he should see a option for ;Change Queues'.Kindly help me in this regard. Also teach me how to remove the field 'Bcc' from the ticket screen ...

Harikumar

Dear Team, How to add the field 'Change Queue' to the Agent interface of the particlur ticket.Currently 'Change Queue' option is visible in the Agent interface but on the top part of the page.I want this field to add in the Ticket::ViewZoom page.Also I want to remove the field 'Bcc:' from the Ticket...

Harikumar

Hi Team, I have enabled 'Dynamic Fields' in the Customer interface and customer is able to enter the values also.But the issue is, the value eneterd in the 'DynamicFields' by the customer is not visible in the ticket when it comes to the Agent interface. So kindly help me in achieving this. Thanks i...

Harikumar

Hi Team, Please help me by providing detailed steps for backing up OTRS files and mysql db in windows system. In the Usermanual,backup process in Linux is only explained.Kindly explain the process and steps required for doing back up and restoring in Windows machine also. Thanks in advance. Harikuma...

Harikumar

Hi,
Actually Category is the dynamicfield as Dropdown and Device is the first value in that Category dropdown.

Please guide me in details.I already followed the same way as in documentation.No idea where I made mistake.

Another doubt?Is it possible to create dynamic field for customer.

Harikumar

Hi Team, A litte more update. Please help me in creating Dynamic Fiellds specific to Customer . Just guide me which screen I need to modify and how to set the config changes etc.Plz tell me in details. I have followed the steps as given below. 1)In Admin-TicketSettings-DynamicFields-Ticket, added ne...

Harikumar

Hi Team,

Please help me in creating Dynamic Fiellds specific to Customer.
Just guide me in areas like which screen I need to modify and how to set the config changes etc.Plz tell me in details

Thanks in advance
Hari

Harikumar

Thankyou Team For the quick as well as detailed reply.

Special thanks to reneeb.

Harikumar

Hi Team, Please help me in this scenario. Whenever a new ticket is raised in my particular queue, I Want to send a mail to my MarketingDeptHead and Assistant , regarding the new ticket.Kindly help me to configure this. Please tell in detail like which and what all files need to modify etc.Tell in de...

Harikumar

Jojo,

Would you please tell me in detail .

Thankyou
Hari

Harikumar

Hello Team,

In Statistics I can get closed tickets for last month.I want to get it for a particular week.I think it is possible to use SQl query via SQL box.but I dont know which table to use and which columns to look at?

Kindly help me and tell in details

Thanks
hari

Harikumar

Hi Team,

Is there any way to view the number of closed tickets ?Something like ,I want to know which all tickets were closed during April1st and April 3rd week .Kindly help me ?As an Admin,it is required to keep the list of open and closed tickets.

Thanks,
Hari

Harikumar

HI, Currently i am running on Windows Xp. As of now we are using freeversion of OTRS and planning to buy paid version once it is good for our process.After the payment when we give to customers we are planning to give our companyname instead of otrs.That is the reason.Pleas help me in this regard Th...

Harikumar

Hi Crythias,

Would u please explain in detail.
I changed in config.pm.But I didn't understand what u mean by /etc/apache2/conf.d/otrs.conf.

Please help me in this case

Thanks & Regards
Hari

Harikumar

Hi Team, Please explain in detail.I want to rename the word otrs in my url.Let me eloborate.Currently I am using url as "someipaddress/otrs/customer.pl".Instead it should be "someipaddress/othernewname/customer.pl. Please tell me in details which are the files i need to change. Thanks...

Harikumar

Hi Team,

Please let me know how to create seperate queues for separate customers.When a customer creates a new ticket,he should be able to see only his queue in the 'To' field.kindly help me to acheive this.

Thanks
hari

Harikumar

Jojo,

Would be plz explain a little more detail. Ididnot understand what you meant by Ticket ACLs.How to give separate dynamic dropdown for separarte customers.

Thanks,
Hari

Harikumar

Hi Team, I am in the process of adding some Dynamic Fields.My requirement is such that ,when a particular customer create a ticket, a new dropdown field should be there showing some types.To be more clear,if he is a car owner he should be able to select his own different car models.So the content in...

Harikumar

Hi Team,

I tried to install OTRS3.2.3 using the windows installer.But after installation,when i opened the browser,it is showing as
Access denied for user 'otrs'@'localhost' (using password: YES).Would some one please help me how to get rid off this issue and make me login.

Thanks in advance

Harikumar

Hi Team, I am in need of creating a new dynamic field. I followed the documentation.There it is written that click on the "Dynamic Field" link inside "Ticket Settings" box located in the lower center of the screen.But I cannot see such a link there.Currently I am using version 3....

Harikumar

Hi Team, I am in need of creating a new dynamic field. I followed the documentation.There it is written that click on the "Dynamic Field" link inside "Ticket Settings" box located in the lower center of the screen.But I cannot see such a link there.Is it because of version proble...

Harikumar

Hello Team, So far we were accessing this OTRS using the url:someipaddress/otrs/customer.pl.But now it is demanded that instead of using "otrs/customer.pl" it should be like "oursuport/customer.pl. Sadly I dont know which all config files need to edit to achieve this. Please help me T...

Harikumar

Hi All, Would you please guide me how to delete old entries. Let be elaborate.The scenario is ,I am a agent,I need to delete all the entries appearing in my dashboard that created one month ago.Also need to delete some specific tickets. Also please specify how to delete a customer. Thanks in Advance...

Harikumar

Hi Sir,

My issue is, i have created a groupmailid for 3 agents.When the customer files complaint,the agent should see on his otrs page aswell on his email inbox.

Please help me on this issue

Thanks in advance

Harikumar

Hi All,

Would some one please explain what is meant by "New Phone ticket".ie when an agent logs in he is able to view "New Phone Tickets" under Tickets tab.Please explain in a simple way how it differs from the other and what is its usage.

Thanks in Advance
Hari

Harikumar

Hi All. I already have a SMS API.What i need is to just call that sms invoking function.My doubt is which is the page that i need to write the code.For eg;Sendmail functionality is written in some page and i want to add my stuff along with that.So please guide me which is the place that sendmail fun...

Harikumar

Hi,

I would also like to implement SMS facility in OTRS as an additional feature along with email.So please kindly guide me how to achieve this.

Thanks in advance
Hari

Harikumar

Hi,

You need to login as administrator and go to Admin->SysConfig-.Search "sysconfig" in the text field.Then you will get result as "Core:"There you have options to change your Productname.This Productname will be replaced as the text in your Welcome message.

Harikumar

Hi All, It is seen in the manual that "Depending on your configuration, you may or may not be able to reopen closed tickets". Please guide me how to configure this,what is the exact file i need to look at. Also it is seen that "pending auto close+" moves to "closed successfu...

Harikumar

Hi, I will elaborate to some more extent .Ticket History in the sense,the customer should see what are the actions performed on his ticket in a table format.The customer should also see the various types of status changes the ticket has undergone. For eg: Agent Name,Date,Status,Ticket No: and sortab...

Harikumar

Hi,

Let me elaborate to some more extent.TicketHistory in the sense what i meant is Customer should be able to see all the replies he got for a particular ticket in a table format.He could sort it according to date.

Harikumar

Hi All,

Please tell me how to configure to see Ticket History in Customer page.Currently Admin and Agent can see all the ticket history,Similarly the customer should be able to see Tickets History for his ticket.Please guide me to fix these issue.

Thanks in Advance

Harikumar

Hi All,

I am in a very urgent need.I want to display customer name on the customer pages.Similar to "You are logged in as OTRS Admin" in Admin page.Please specify which are the pages i need to work around.

Thanks in Advance

Harikumar

Hi All, This is very urgent.My requirement is in the place of logo,i need to show the logged in user name.On the firstpage of Customer.pl,need to show "Welcome" and when the customer logs in show as "Logged in as UserName".Also specify any other place can we show Logged in User N...

Harikumar

Hi All,

How to change "Powered By OTRS" link in customer page.

Thanks in Advance

Harikumar

Hi All,

I need to change Messages like "Logout Succesfully,Thankyou for using OTRS".Please guide me where is the config I need to modify according to my need.

Thanks in Advance

Harikumar

Hi,

I just want to show a "General' in "To ' filed when customer logins and create ticket.The Customerdetails is created by himmself and login via customer.pl page.Currently there is nothing in "To" filed when he creates ticket.

Thanks in advance

Hari

Harikumar

Hi,

I've got the following error in my Internet browser as:

Software error:
Died at line no 2184 at D:\OTRS\Kernel\Config\Default.pm

Please give me answer.It is very urgent.

Harikumar

Thank you all for posting answers. let me elaborate if someone else would find it useful Open SysConfig through Admin .There is a Search field and just enter Sendmail" .You will get the search results and open the correct one.Just select the optons from the dropdowns.(for eg:select SMTP or SMTP...

Harikumar

I just installed OTRS 3.0.9 on my windows xp.While installation,i skipped mailconfiguration part and now after installation when i try to reply , i am getting following error "Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Wed Aug 17 15:36:18 2011 Message: Impossible to send message ...

Harikumar

I just installed OTRS 3.0.9 on my windows xp.While installation,i skipped mailconfiguration part and now after installation when i try to reply , i am getting following error "Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Wed Aug 17 15:36:18 2011 Message: Impossible to send message ...

Harikumar

I just installed OTRS 3.0.9 on my windows xp.Now I want to change "Example Company Support" when the customer logs in.Please explain in simple language.

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