Znuny and ((OTRS)) Community Edition

Hello,
What is difference between otrs helpdesk and otrs ITSM?
What things should we consider before choosing?

regards

KlausNehrer wrote:I read "Can't connect to" ...

Please try "telnet imap.gmail.com 993" from the console from your otrs server and post the result or output.

[root@localhost ~]# telnet imap.gmail.com 993
Trying 74.125.142.108...
Connected to imap.gmail.com.

Auth for gmail failed means ... gmail is actively refusing your credentials. Try Imap instead. Still failed.. Error Message: IMAPS: Can't connect to imap.gmail.com my configuration for postmaster mail account Type: imaps/pop3s Username: ** Password: ** Host: imap.gmail.com/pop.gmail.com Trusted: No...

Hello, Last time I able to fetch mail. Then after I change account mail in Postmaster Mailaccount, suddenly I'm unable to fetch mail. I try to delete and create new account but result still the same. I also have tried to reverse to an email account that previously worked but the result still failed....

dispatch The sending of someone or something to a destination or for a purpose. In OTRS terms, this is likely either "Service Manager" or someone like a Service Manager's administrative assistant. "Dispatch" as I use it means a human that triages incoming tickets and assigns the...

I have read of this link http://www.otrs.com/en/software/otrs-he ... line-demo/

What meaning of dispatch ?

regards
raid1

There is no approve. Only do. Translation: Set it so Level 1 can't change priority ever, but Level 2 can and should. This does one thing better than approval: records that the Level 2 is the one who approved and changed priority. What if a level 1 wants to change the queue? there may be a case of l...

Hello, I make scenario there are two agent, first level agent and second level agent (2nd level > 1st level) if first level agent want to change queue/priority, he can't do it, he must be waiting approval of second level agent first level agent can't change queue/priority until approval 2nd level ag...

what if a particular agent (not admin) who can use the watch features,
how to configure that?

crythias wrote:pretty much. It's a quick way to log the direction and content of an interaction that doesn't happen via email/web.

so what difference with "features note"?

Hello, I have tried phone call inbound and outbound call, but I still not sure about their advantages? after submitted phone call inbound , The ticket type will add "customer - phone" and from my understanding, it's mean that phone call inbound has function as note from customer about one ...

For some actions you need to be the owner of a ticket when it's locked. You can search the SysConfig for "RequiredLock" to find some of these actions... it seems by default the owner always admin otrs (username:root@localhost) does it matter? Any action that communicates with the customer...

Hello,

I am confused about locked ticket
it seems all tickets had been locked automatically.
Actually what is the function of that lock? what are the differences between lock ticket and unlock ticket?
what's the trigger that one ticket can lock automatically?

jojo wrote:via Forward

Can you explain more specifically?

Hello, I make scenario, If one agent (call it agent A) unable to solve the issue/ticket or agent A consider that the issue is not for him, he will move the issue to another agent (Agent B), and if the agent B also unable to solve either, and consider the issue, can only be solved by vendor. How can ...

crythias wrote:There is. Notification event.

alexus wrote:TicketQueueUpdate as event.

It works,
Thank you

It's not necessary to inform a customer anything that agents do to the ticket. Queue, Priority, State, ... it's irrelevant. Customers just want to know that the ticket is addressed. Queues are for agents. It doesn't matter to a customer what hat holds the ticket. I see, I just want to know if there...

Hello,

I want to ask about notification for customer
how to make customer get notification when the ticket moved by agent to another queue ?
no option "move" on the Notification Management

regards

raid1