Znuny and ((OTRS)) Community Edition

Yes, they are able to currently see each others tickets but for the same we will have to go and login to URL instead of this can we get email notification?

Thanks for your help.

Agree...Customer wont work on tickets but sometimes Agents changes the customer names (As, we have some customers also to work on tickets and not only agents) from Agent panel, then the original customer who raised the ticket needs to be notified hence the query.

Sometimes, different customers has to work as if the original customer is unavailable or in different geographic location.

Thanks for your help.

Hi, I would like to know that can the original customer be notified by the email when the ticket is closed by other customer. Example - If a ticket is opened by 'CustomerA' and then the agent assigns the same ticket to 'CustomerB' and then the CustomerB works on that particular ticket and closes the...

Sorry but i didnt understand your answer. I want to use the SLA feature, so that when I create a Generic Agent Task it will act as per the SLA and assign the jobs.

Appreciate your help !!

Thanks

Cool...thanks....it worked. I have another question. I have assigned some generic agent tasks and also some SLAs but the problem is we dont have the SLA option under Ticket Actions sub menu. How do we enable that? I have attached both screenshots. Screenshot 1 - Generic Agent Menu Generic Agent.png ...

Hi, Thanks for your questions. I was able to solve my problem. Mailbox was unable to receive emails, so did some changes into MS Exchange Server and now everything working fine but still I have one problem. Now, as I mentioned earlier the Queue name is Finance. when the ticket is raised into this qu...

How can we resolve this? There should be some way to diagnose or resolve this.

I am really surprised that....one queue is working fine without any issues and other queues are just not working.

Hi, These are the logs in Sys Log. Beofre capturing these logs I manually clicked 'Fetch Emails'. Fri Aug 24 05:36:50 2012 notice OTRS-CGI-05 User: sagar authentication ok (REMOTE_ADDR: xxx.xx.xxx.xx). Fri Aug 24 05:30:02 2012 notice OTRS-otrs.GenericAgent.pl-05 Run GenericAgent Job 'AdOps [ChangeCr...

No...it doesnt show in logs that the email is created, am i doing anything wrong in config?

Thanks for your help !!

Hi, It doesnt record any kind of logs :( I have checked the logs history but shows nothing related to sending email. I am really not understanding where I am failing to do the setup for this queue? other queue just works fine as needed. Also, we have not added any kind of filters in postmaster. We r...

Hi, Thanks for your prompt response. As you said, I have assigned queue perfectly and as I said earlier it does work with one queue (IT) but when I try to do same settings with other queue (Finance) then it failes to send Auto-responses. I have Attached the screenshot for your reference. Finance Que...

Hi, We are new to OTRS and trying to implement within our organisation for multiple depts. as IT, TechOps and Finance. We have setup 3 queues as IT, TechOps and Finance. IT is able to receive auto-responses in the queue and everything works fine as required. Now, the problem is when we setup other 2...