Znuny and ((OTRS)) Community Edition

Do you use a TicketNotification instead of an Auto Reply? Well, it's an inherited otrs instance. You are absolutely right! I checked the auto replies and there was a very similar to the used notification... :shock: After your hint I checked the correct settings and I saw that is not any auto reply ...

jojo wrote: ↑10 Jun 2020, 09:19 can you please show full log of the communication log for this mail and also the history of the ticket

Here you are
Message: Answer: History:

skullz wrote: ↑10 Jun 2020, 06:23 1. X-OTRS-Loop = Yes
2. Mail account setting *Trusted = Yes

good luck

Unfortunately it did not solve the problem

Hi, I have similar issue. I can see that the rule matches and it set X-OTRS-Loop to yes but the sender gets auto reply. 12 Kernel::System::PostMaster::Filter::MatchDBSource successful Filter: 'Nincs automatikus válasz' 'Németh Csaba <whatever@gmail.com>' =~ /whatever@gmail.com/i ! 2020-06-09 16:44:4...

How does it look like in OTRS 6?
I get Message: Old ConfigItem PreferencesGroups###MyField detected in AgentPrefs-myfield.xml!

I would like to set default subject for priority change, close, etc...
I found that I can do it via sysconfig, e.g. Ticket → Frontend::Agent::Ticket::ViewPriority
How can use tags e.g. in Ticket::Frontend::AgentTicketPriority###Subject field?
I should use the same what I get if I click to reply.

Great! It works also on otrs 5. Could you please send it to the repo? Just in case someone needs this again. I wanted to change some self-defined preferences such as phone (UserAgentenDurchwahl) and department (UserAgentenAbteilung). It's not needed to alter the table to achieve this. This should be...

Hi, I have configured an OTRS 5.0.6 with LDAP auth for the Agents. I use also the AuthSyncModule and it is syncs LDAP groups to otrs groups. The following is sometimes in the log but nothing else: [Mon Feb 15 10:46:43 2016] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 24....

Hi,

Do you need <OTRS_Agent_UserTitle> ?
Or check this: viewtopic.php?f=60&t=19936&p=126166

How can GenericAgent use these variables?
E.g.: I want to change the title of the ticket to '[<OTRS_TICKET_CustomerID>] <OTRS_TICKET_Title>'
How can I do it with GenericAgent?

I have done it:
I have disabled "Ticket::Frontend::CustomerTicketMessage###Queue"
Enabled "Ticket::Frontend::CustomerTicketMessage###QueueDefault"
GenericAgent changes the queue on ticket creation.

Hi wheelsot,
thanks for your reply.
I tried it with ACLs. How can I avoid that customer has to choose between only one choice? Can I set default queue per customer?

Hi, We have some customers in different countries. We have onsite support teams (1st level) (1 onsite team for multiple customers is possible) We have a global support team (2nd level) Onsite teams should see only the customer's ticket in their countries. How should I create the architecture? Should...

I have used 'img[*]{*};' format.
Thx.

"How do I add an extra field (for instance, phone number) to the Agent DB?" This is really simple. Create a file (otrs/Kernel/Config/Files/AgentPrefs-myfield.xml) How will it survive the upgrades? I tried to put it into otrs/ Custom /Kernel/Config/Files/AgentPrefs-myfield.xml, but it didn...

How can I add custom fields to agent's profile? e.g.: IM address

How can I enable the images in the CKeditor?
I would like to put a logo into the signature but it is not allowed.