Znuny and ((OTRS)) Community Edition

Hi there,

My OTRS installation was working fine - however now attachments are not being uploaded whenever an agent or a customer tries to upload a file via the interface. What happens is that the page refreshes and the file is not attached. Any help is appreciated. Thanks

James

because when a notification is sent it is sent from the default notification address. And in order to reply to OTRS the agent needs to compose a new email and send it the support address (as a followup) instead of just hitting reply and composing his message.

for example I have supportA@example.com and supportB@example.com, right now if a new ticket is raised for A the agent will receive notification from otrs@support.com (defined in SysConfig). What I would like to have is that the agent will receive notification from the email address of that specified...

Can anyone indicate to me what files need to be altered? When a new notification is raised, what file (*.pm) is used to send notifications to agents?

I have looked through the articles you posted - they show some very interesting approaches. However still does not meet my requirement. What I need is to customize the actual sender address for agent notifications for each queue. Is there a way to set this from the UI? Or is it something that needs ...

Hi, I have had a customer user set up for a while now where he raises tickets from the customer interface. Today I needed to set up a new customer user account who works in the same company. Now I modified the customer ID (which is in fact the company ID) the same as the other customer - for e.g. (a...

that system address is used to send replies and auto responses to customers. What i want is to customize sender addresses for agent notifications for each specific queue. That way I can enable agents to reply back to that notification using a simple email interface where necessary.

James

Hello, I would like to customize the sender of the agent notifications to be queue specific. Right now it is set as notification@otrs.com which was set from SysConfig. The scenario I would like to achieve is the following: Queue A => ticket is created => notifications (agent notifications not custom...

ok it is now working. I do not know why it was hard coded in the first place. Thanks for your help

James

I am changing the logging type to File however when I press Save Changes / Update it will revert back to SysLog. Any ideas why this might be happening? It is as if the setting is hardcoded.

James

Hi,

Is there a way to add a column in Customer Ticket View - i.e. MyTickets? I would like to have the Queue column so that the customer knows which ticket is associated to what queue. Is there a way for setting this up via SysConfig?

Regards,

James

Hi, We have set up OTRS with multiple agents to work on different products (each product has its own queue). The problem is this: if a ticket is issued to product A and the Agent B is the owner of the ticket then if Agent A and C go to QueueView the tickets are not shown since they are not the owner...

Hi, I have OTRS 3.0.9 installed on Windows Server 2008. One of my objectives is to have a continuous system logging of each system event (otrs events i.e.). From the interface (SysConfig) - Framework->Core::Log I have chosen SysLog as module. However there are no log entries when I try to view them ...

If i can manage to adjust the X-OTRS header it would be better since 90% of our customers' queries come via email. How is the X-OTRS to be set to change the owner in postmaster filter?

Ok I will check the tutorial out. Also I am looking at the postmaster filter, how do I set the X-OTRS header for owner? There seems to be no option for it.

Hi, I need to know from where can I enable the agent notification icons in the SysConfig modules. I need the notifications icons (e.g.responsible, locked icons) to be visible by default not only when they are activated. I know it is possible since there are screenshots showing such icons by default....

So which module(s) do I have to modify for such workflow? I imagine that no dtl file have to be changed since no output should be affected other than displaying the right Owner

It is fixed. The problem was that the mail server set to outgoing had not the necessary rights to 'send-as' mails. Therefore each time the validation on server side fired off. I am now using a separate mail server with a simpler authentication method which allows OTRS to send to different email addr...

Hello, I am using OTRS 3.0.9 and I am attempting to automate things as much as possible to have a smooth workflow. What I wish to achieve is to allocate default owners for different queues since different queues in my case represent different products with different individual responsible for such p...

Hello all, I am currently attempting to set up an OTRS instance with ITSM package. System Configuration involves Windows Server 2008 with OTRS running on admin privileges. Incoming mails are working just fine with a job continuously fetching mail from the defined mailboxes every x minutes. However I...