Znuny and ((OTRS)) Community Edition

Hello everyone, I have an auto response when a ticket is created: Dear <OTRS_CUSTOMER_REALNAME>, Thanks for your request. A new ticket has been created. You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your request will be attended by a member of IT Department as soon as possible Kind regards, IT Department ----...

I think what you need is a pending status (already available), not a new ticket type (tickets types are not meant for that). To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend. Install the repo add on first, and then that other ...

Hello everyone, I have been trying to create a ticket type but I don't find where I have to do it. What I want is to create a ticket type "on hold" "waiting for customer" or similar, where the ticket time stops. Is it possible? I have another question... in which report can I see...

Buenos días, Llevo tiempo intentando hacer algo que no consigo... Necesito crear un estado de ticket que sea "en espera" "esperando cliente" o similar, donde el tiempo del ticket se paralice y no cuente. Existe la manera de poder hacerlo? La otra duda es qué report y en qué campo...