Znuny and ((OTRS)) Community Edition

jorjac

or to disable it - via sysconfig?

jorjac

Hi everyone,

Is there any chance to edit the text field in Customer Portal in sysconfig? I would like to add my own template rather than keeping that page white. I know that it's doable for "NewPhoneTicket".

Thanks,

jorjac

I've changed the settings from Sendmailmodule to SMTP and I specified the hostname but the issue persists.

Thanks,

jorjac

jorjac

Hello everyone, I am getting the below error message when I try to send an email (OTRS 5). Backend ERROR: OTRS-CGI-58 Perl: 5.10.1 OS: linux Time: Wed Oct 26 12:26:02 2016 Message: Impossible to send message to: djwebb2028@yahoo.com . RemoteAddress: 193.200.141.13 RequestURI: /otrs/index.pl Tracebac...

jorjac

Hello, I have admin privileges in my OTRS 3.2.1 but when I'm trying to take bulk actions, I get the below error message (I have admin privileges). Is there something that I can do via sysconfig? Oops! An Error occurred. Error Message: Module Kernel::Modules::AgentTicketBulk not registered in Kernel/...

jorjac

Hi all,

I've tried to create a hyperlink in Ticket Settings -> Notification event, but unfortunately OTRS doesn't take the tag. This type of notification doesn't know to read the html tags, only Agent notification, can?

Thanks,

jorjac

Hi,

The answer is negative, I wasn't able to find a workaround.

Regards,

jorjac

Hi all,

We are a small team of highly skilled engineers and we are really good in configuring OTRS, ITSM and MySQL/Perl. If you need any additional information, please feel free to contact us at idelogic.ro@gmail.com

Warm regards!

jorjac

You can measure Intervention time (ITIL standard) with First Response Time from OTRS. You'll need also to configure "Phone outbound call" within the ticket, this option will allow you to Stop Intervention time.

Kind regards,

jorjac

Hello,

How I can measure Intervention Time (ITIL standard) in OTRS 3.2.1? I played with Update time, First response, but they don't to the job.

Any suggestions?

Thanks,

jorjac

Thanks for your reply.

jorjac

Hello, In SLA Management OTRS has 7 SLA Types (Availability, Errors, Other, Recovery time, Resolution Rate, Response time, Transaction) unfortunately I couldn't find more details in 3.1 userguide, I really want to know if this Type is really influencing the SLA. I have tested all the types but the r...

jorjac

yes, but it's paid, the budget doesn't let me to by a subscription now.

jorjac

yes Amolina, this is what I need, but as you already mentioned it's not compatible with 3.2.1

jorjac

Hi all,

Is it possible to Stop the SLA in OTRS 3.2.1 ?

Thanks,

jorjac

Hello, I can't understand why the closed tickets appear in the available tickets area . I defined the state closed & acknowledged in Sysconfig (state type - closed). All the new states were configured as is stated here http://doc.otrs.org/3.1/en/html/states-customizing.html Screenshot here: http...

jorjac

Hi, I want to know if it's possible to configure OTRS 3.2.1 to display SLA and Services modules only for certain Agents or Groups? I also want to make disappear "priority" from Ticket information. I tried to disable options from Edit Config Settings in Ticket -> Frontend::Agent::Ticket::Vi...

jorjac

Hi,

Try to retype the login credentials in Mail Account Management / Trusted should be on Yes / Dispatching - Dispatching by selected Queue and define/choose an existing a queue.

Regards,

jorjac

solved. thanks

jorjac

solved. thanks

jorjac

Hi,

Thanks for your reply.

I tried this already with no succes. I can't understand why the system automatically assigns the tickets to me when I'm choosing from the interface (Phone New ticket)root@localhost.

Regards,

jorjac

Hi All,

When we create new Tickets, the Agent creating it becomes the Owner automatically.

Is there a way to disable this feature (from Sysconfig) so the Ticket sits in the queue with blank owner until somebody picks it up?

Thanks,

jorjac

Hello, Is it possible to see the most recent answer/interaction in the Agent Dashboard, or is it possible to create a filter which will display only the last customer reply/interaction? I want to know if it's possible to see the global seniority of the ticket and the last customer reply in hours and...

jorjac

Hi all,

I have tried to disable the entries "Criticality" and "Impact" from Ticket information with no succes. I edited the entry TicketFreeText from Sysconfig but this didn't help me to solve the issue. Can someone help me with other suggestions?

Thanks,

jorjac

Generic Agent did the job. Thanks for your help!

jorjac

Hello, I want to know if it's possibile to define in OTRS 3.2.1 a rule which allows me to move automatically a ticket (closed with a specific state let's call it closed and acknowledged) from a third party queue in to a general queue. I tried with postmaster filter but I can't obtain what I need. Is...

jorjac

solved, thanks.

jorjac

Hello! This afternoon I have upgraded from 3.1.12 to 3.2.1 and after the upgrade I can't modify Dynamic Fields in PhoneNewTicket. Below you have the error message: Oops! An Error occurred. Error Message: Can't write ConfigItem! . You can Send a bugreport or go back to the previous page. Error Detail...

jorjac

Refresh the configuration and delete caches. Please run:

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl

This is it?

jorjac

Is it possibile to delete "OTRS caches" from Sysconfig, please be so kind and tell me the steps.

Thanks,

jorjac

Hi jojo,

Please check your private message, I've sent you the screenshots.

Thanks,

jorjac · Re: Queue issue in OTRS 3 OTRS 3.1.11

OTRS 3.1.11

jorjac

Hello, I defined a queue in OTRS 3 "example1" and for this queue I want to define a sub-queue let's call it "example2" , unfortunately I can't do it because "example1" doesn't appear in sub-queue of. I defined also a group for the queue. I played a little bit with OTRS ...

jorjac

solved. thanks jojo

jorjac

Thanks for your reply Jojo. I want to rename the dynamic fields (one entry). In the manual is stated that "Any modification on field name (not recommended) will need manual a update on the "SysConfig" settings where the field is referenciated." Can you tell me what I need to type...

jorjac

Hello everybody, I'm using OTRS 3.1.11 and i'm trying to insert a dimension tab in "email new ticket". I know that in this moment I have two possibilities: I can configure "dynamic fields" or I can add entries in "aditional itsm fields". I have decided to edit "adi...

jorjac

solved. thank you guys!

jorjac

from sysconfig? you can tell me the exact steps please, KB article or something?

Thanks,

jorjac

Hello, I received the following error message "Can't write ConfigItem!" (i'm logged with an administrator account) i'm trying to add a dynamic field element in Ticket Core: : Ticket DynamicFieldDefault but I can't / otrs 3.1.11 Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Ja...

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