Znuny Open Source Ticketsystem

Hi, Please let me know ,how can I upgrade my OTRS 3.0.5 version to 3.1. My OTRS server configuration 1) Windows 200 R2 server 2) SQL Server 2008. 3) Appache Server. 4) Mod_perl (32-bit) Please share how can I upgrade to latest version, Also share, if you faced any issues while migrating to new versi...

Hi, created a notification event for the following scenarios. 1) customer or agent added comments 2) Ticket state changed 3) Ticket SLA Changed 4)Ticket Service changed 5) Ticket priority update 6) ticket owner changed for all above scenarios created only one single generic event. on click of agent ...

Kindly help me to solve the below issue.

need to stop SLA clock, if ticket is moved to pending state.
we are not supposed to consider the solution time, if ticket is in pending state.

please let me know is it possible in OTRS.

i have implemented this requirement. here i am sharing solution approach. for adding phone number did below steps 1) open the "otrs\Kernel\Output\HTML\standard\CustomerLogin.dtl and add the added below code in create sign-up area, <div class="NewLine"> <label for="Phone">$Te...

Hi,
please help me to solve the below issue.

we have to stop the SLA clock , if ticket is moving to pending state.
kindly let me know is this possible in OTRS.
if yes, please share the solution.

Hi, Kindly help me on adding new fields in customer signup form. At present customer sign-up form is asking only 1) First name 2) Last name 3) Email address for creating new customer. Now we need to add few more fields like 1) Phone Number 2) Manger Name 3) Address . Kindly help me how to achieve th...

We have to create reports every week or specific interval for below scenarios. 1) Number of tickets which are closed with out any SLA escalation? 2) Number of tickets which are not responded in given first response time? 3) Number of tickets which are not responded with in given updated time? 4) Num...

Thanks crythias ,
now it is working as we expected.

Hi, please help me on below issue. if customer creates a new ticket, we need to send a notification ( acknowledgement) email to customer. to achieve this i did following things , but it is not working. Admin - > Notification events - > add notification. selected below options Recipient groups: Custo...