Znuny and ((OTRS)) Community Edition

dcorbera

We have a SLA on the ticket, and works fine. The problem is we don't need SLA in some tickets, and we would to move its to one queue and put the SLAs of this queue to 0.

dcorbera

Is there any way when a ticket is on a queue has the SLA of the queue, not the SLA of the ticket?
Many thanks

dcorbera

When we are working on a project, sometimes we need to ask some questions to our users. To register it we need to use an e-mail. We would do it directly on ITSM. If not we have to write the e-mail and then we have to paste the e-mail on work order report to have constancy.

dcorbera

Hello, how can we send e-mails on ITSM?
The only way it is use a help desk ticket?

dcorbera

Hello.
We need to set the default language for all customers. We find it on customization, but it doesn't work. On foros, it seems we have to set it on custom.pm file, but we don't understand exactly what parameter have to change.
Many thanks.

dcorbera

We have a master ticket with a slave ticket. When a notification is send on the master ticket, a notification is sent on the slave ticket, this is correct, but the mail i sent with the master customer name. How can we solve it?
Many thanks

dcorbera

We are installing the ITSM tool. We put autoincrent on Core::ITSMChange, but it doesn't work. When we create a new chanche the change number contains de date.
Can you help us?
Many thanks

dcorbera

SOLVED. We have an error on the changes states. I have solved it and now the toolbar is correct.
Many thanks.

dcorbera

it doesn't work on our installation, and I don't find any error on the customizations. What can I revise?
Many thanks.

dcorbera

How can I put my ITSM Changes on the toolbar menu with a icon? Like the my tickets toolbar icon.
Many tnaks.

dcorbera

Solved. Many thanks. I didn't consider all the states to delete the changes.

dcorbera

Done. Many thanks!!!

dcorbera

Many thanks. Is there any way to delete the changes on the OTRS frontend?

dcorbera

How can I Order responsibles by surname on its combobox?
Many thanks

dcorbera

Hello.
How can configure OTRS ITSM to delete a change?
Many thanks.

dcorbera

Any response?

dcorbera

We have an error when enters on OTRS using internet explorer 9.
Namespace Core.UI.AdvancedChart could not be initialized, because nvd3 could not be found
How can we solve it?
Many thanks

dcorbera

We will try to start it. Many thanks.

dcorbera

What cron job is it?
Many thanks

dcorbera

Hello. We have a stats that creates a bar graph with all open tickets on the system (opened the last week). How can we put it on the dashboard? On dashboard appears the message "The content of this statistic is being prepared for you, please be patient.", but the graph never appears. When ...

dcorbera

Any response?
Many thanks

dcorbera

Any response?
Thanks

dcorbera

Any response?
Thanks

dcorbera

Any response?

dcorbera

We need to send the documents attached on an article using an automatic notification. We only have the option "Include attachments to notification - Only for ArticleCreate event". We need to send its when a ticket is moved to a specific queue. How can we do it?
many thanks

dcorbera

Creating a change, is there any way to put default values per user ? For example, when user A creates a change, the category value should be 1, and for user B, it should be 2.
Many thanks.

dcorbera

How can I link a change to a CI type software? On the link screen only appears tiquet, no other type.

dcorbera

We can not create the white list on otrs?

dcorbera

Using this option we can reject all mails from a domain, for example @domain1.com. But, how can we create tickets only from three domains? Just domain2@.com, domain3@.com and domain4@.com?
Put another way, we would reject all mails except 3 domains, how can we do it?
Many thanks.

dcorbera

We need the system only permits to create tickets if its domain is *@domain1.com or *@domain2.com or *@domain3.com.
How can we do it?
If OTRS receives a mail from other domain, it shoud be deleted.
Many thanks.

dcorbera

How can we add the ChangeFreeText1 on the change statistics?
We don't achieve it.
Many thanks.

dcorbera

How can we add a ChangeFreeText1 on AgentITSMChange?
We have customized a ChangeFreeText1, but how can we view it on the ITSM Agent Overview?
Thank you,

dcorbera

When an agent creates a internal message on a master ticket, this note is copied to the slave ticket, but on the slave ticket, a mail is sent to the customer with this information. This is not correct. The internal note is sent to the customer. How can we avoid it?

Many thanks for your help

dcorbera

Thanks, I will try to make an inquiry. If I get it I will post on this forum.

dcorbera

On the report button of a work order, the field:
Accounted Time

dcorbera

It's simple. We want our agents impute the hours they spend to the tickets and changes. We need an easy way to see the hours per day, agent and ticket or change. The query that you spent will go fantastic for the tickets, but we lack the side of change.

Thank you

dcorbera

And for the ITSM changes?
Many thanks

dcorbera

Solved. Many thanks!!!

dcorbera

Without using the module "Time Accounting" because it is independent of the changes, as we see the hours that each agent has spent in each work order / change?

We tried to make a report but we find no way. It is very important to track hours of our agents.

Thanks

dcorbera

How can we disable the footer of the customer interface?
We don't need that our customers see "Powered by OTRS 3.2.10"

Many thanks.

dcorbera

We have the same error, but we are working on apache/linux/postgres. At this moment we don't have any solution.
You can see the post:
viewtopic.php?f=62&t=23000

dcorbera

And the rich text option to put bold text, for example?

dcorbera

Can we include a logo on the notification event?
Many thanks

dcorbera

How can we change the > symbol on the notifications event?
Is there the option to use rich text options on the notifications event?
Many tranks

dcorbera

it doesn't work correctly.
We can't install this version due this problem.
Thanks

dcorbera

Hello. We are upgrading OTRS Help Desk 3.2.10 to 3.3.2. We have the ITSM 3.2.9 intalled too. When finished the upgrade, we can not login to the application. The error seems to be related with jquery version. The file ZZZAuto.pm contains references to jquery 1.8.21(attached screenshot) We have tried ...

dcorbera

But is an automatic notification. How can we do it?
Many thanks.

dcorbera

Any response?
Thanks

dcorbera

On the future version 3.3 it seems the dashboard will be customized and it will apply filters.
You can try de beta version.

dcorbera

You can try to uncheck the fields...

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