Znuny and ((OTRS)) Community Edition

Hello, In the agent interface. I would like my agents to be able to search tickets with multiple fields of the same type. For example have one search for 2 or more customerIDs. So I want to search for all the tickets that are from customer1, customer2, customer3. I cant find a way to do that as you ...

Hello,

Does anyone know how can I restrict the agents and the clients of having more than one session.

For example when an agent or a customer logs in the system an there is already a session for this user the old session should be terminated.

Is there a way to do that?

Kind regards
Theodore

Hello,

I want to create a view in dashboard that will show all the open tickets of the agent that is logged in. Is this possible?

If yes can someone tell me how to do this please?

Kind regards
Theodore

Hello, To perform a restore to a NEW windows system you need to have the following: 1. The installation file of the OTRS version you are currently use. 2. The active pearl installation file that you are currently use. 3. A backup of the database (mysqldump -uroot OTRS > C:\OTRS_BCK.SQL) 4. A backup ...

Hello,

Thank you for your help... I was looking at the article tables.

Hello,

Does anyone know on what table in the database the Customer use and CustomerID are stored for each ticket? I have looked at the database but I do not seem to find them in any table.

Kind Regards
Theodore

Hello, I would like to know if there is a way to restrict the agents to enter only integer numbers in the Accounted time (Time units) of a ticket. For example I do not want the users to be able to enter 1.2 only to be able to enter 1 Does anyone know how to do that? (I know that I could just ask the...

Hello, Here is also a compact guide for the upgrading Consideration: Installation uses MySQL Installation has FAQ module installed Installation does not use ActiveState Perl The bellow example uses the installation folder c:\OTRS\ Upgrade OTRS from version 3.0.x to 3.1.x to 3.2.x to 3.3.x 1. Backup ...

Hello everyone,

I was wondering if there is a way to edit an existing note.

Some times an agent may make a mistake, in order to correct this mistake the agent needs to add an extra note now. Is there a way to edit the already existing note?

Thank you in advance for your help

Hi,

I have figured out that there are 2 files the

agentticketforward.pm and the agentticketforward.dtl however I can't figure out what to comment out so when I forward the email not to include the original message.

can someone help me?

Hi,



Indeed we could use the forward function that however brings another question... Can we disable only for the forwarding emails the conversation history and if yes how can we do that?

Kind regards
Theodore

Hi all, I would like to know if there is a way in an existing ticket to be able to compose an outgoing email (not a reply). This is needed as in many tickets there is need to send emails to others than the customer. The only way to do it now is either to compose a reply, replace the email address wi...

Hello all,

I would like to know if there is a way to enable an icon in the top of the dashboard that when a user clicks it to display all the tickets except the closed ones that are owned from that user (like the locked tickets icon).

Regards
Theodore

Hi again

The service was running and I did restart the system several times.

Today the problem was fixes by its own...

Hi, I have Installed OTRS3.0.4 in windows 2003 server. I have the same problem the system does not fetch email automatically. I have to always click on fetch mail in the Mail account manager. I tried to change the time that the system fetches emails by editing the following files... I have also chan...

Hi, It's fine that a new ticket it's free for the next agent, but my problem is I lost these tickets. The only way to find these one is use the search engine with the ticket number in the notification message. Probably a config problem, I change a lot of parameters in my production env. But, I got ...

Hello, I found a solution to the problem... after running the following command C:\Program Files\OTRS\StrawberryPerl\perl\bin>perl "C:\Program Files\OTRS\OTRS\bin\otrs.CheckModules" I got the following results o CGI............................ok (v3.49) o Date::Pcalc....................ok ...

Hello, I have upgraded the version of the OTRS from 2.4.7 to 2.4.9 using the following backup and restore procedure 1. took a copy of the database 2. took a copy of my settings (using sys config) 3. uninstall OTRS 2.4.7 4. Install OTRS 2.4.9 5. restore the database (there was no upgrade script was r...

Hi, I want the ticket to have an owner that will not change every time an agent jumps in the ticket and does something to it. I solved that by using the responsible field and set that not to change automatically when the owner of the ticket changes. However I do not want a new ticket that just arriv...

Hi, Thanks for the reply... I have bypassed the problem that the ticket changes agents automatically if an agent edits the ticket by using the responsible field and set it so it will not update automatically but must be changed manually buy an agent. now if there was a way to change the new tickets ...

Hello again, I would like some help with the following problem. When a new email arives at the system it is assigned a ticket number and goes to the apropriate queue, it also gets the state "new" and the ticket owner "root@localhost" Is it possible to set the owner of the new tic...

Hello Faelric,

Thank you for the answer that is what I was looking for.

Kind regards
Theodore

Hello, I try to find a way to change the subject of the emails that the system sends... now the subject looks like this: [ticket#xxxxxxxx] test I would like to change it to [xxxxxxxxx] test when an agent replyes to a customer. Also I have tried to find a step by step backup/resotre and upgrade docum...

Hi, Thanks for the help The generic agent worked fine. :D However the queue view does not work... In "my queues" i can't see locked tickets and closed tickets. Also the queue is disappearing (from the queue view) after we lock the ticket If I go to search and search the queue then I can fi...

Hi, Can you please instruct me on how to scedule the generic agent delete the tickets of the queue junk (in there we will drop the spam as we will only work with emails and not the customer portal) I could not find any information on the manual and another question... How can I set a user to always ...

Hi I'm new to OTRS and I have some basic questions, I use the OTRS 2.4 for windows I would like to know how to permanent delete tickets in order to prevent the database growing large, if yes can you please give detailed information on how to do that? Is there a way to create custom views, eg I would...