Znuny and ((OTRS)) Community Edition

machadoa

A customer user

machadoa

Hello I want to know if it's possible to add a "subscriber" to the ticket opened by a specific customer. What I want it's : - The customer user@test2.com sends an mail to open a ticket - the ticket is opened and automatically the customer admin@test2.com is added in the tracking It's possi...

machadoa

OK thanks for you help !

machadoa

machadoa

Hello

I installed the FAQ module and I want to know where is the difference between the "normal" link, the "child" link and the "parent" link , when I link an article with a ticket.

Someone can know what is this difference plz ?

Thanks

machadoa

OK but I want to keep the title and the sender (corresponding to the column "From/Title" on view tickets) from the first ticket.
Is it possible ?

Thanks

machadoa

Hello

I have a problem when I merge a ticket, the title of the ticket is changed by the ticket that has been merged but I would to keep the title of my first ticket, is that possible?

Thanks

machadoa

Ok thanks !!

machadoa

I do not understand what you mean :/

machadoa

Hello

I created 4 tasks in the generic agent , and these tasks run when a ticket is created or when a queue is updated.
I want to know if it's possible to choose the execution order of this 4 tasks ?

Thanks

machadoa

Hello I added 2 fields for my clients: outsourcing pc and server outsourcing I wish in reports show tickets by 2 criteria, if the PC is outsourced or if the server is outsourced However, if a customer has outsourcing pc but does not outsourced server, the ticket is not displayed in the report becaus...

machadoa

Hello I would to know if it's possible to modify the width of the rich text editor directly when I create a ticket ? It's possible to do this for the height of the rich text editor but I not finding the button for the width... Can you help me please ? PS : I know it's possible to change the value of...

machadoa

Ok

I followed your instructions and ... it works !

Thanks you guy

machadoa

Hello ! I created a notification when a ticket is created the customer receive an email with confirmation that the ticket is created ... My problem is I want this notification only work when a ticket is created by fetching mails to the PostMaster Mail Accounts and I don't want this notification work...

machadoa

Hello

It's the same with another ACL ...

machadoa

Hello I have a problem I have configured few ACLs for linked a queue with a service, for example : 2016-04-21 11_31_36-Access Control Lists (ACL) - Admin - OTRS 5.png When I try to create a new ticket the link works, if I put the ticket in the queue "Junk" I can select only "Aucun ser...

machadoa

I've defined a new queue named "IAAS" but I do not see where the problem comes

machadoa

I don't understand.
Where should I set this up?

machadoa

Hello I get this message regularly : ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-32 Perl: 5.18.2 OS: linux Time: Thu Apr 14 23:03:07 2016 Message: No such TicketID (40)! Traceback (6568): Module: Kernel::System::Ticket::TicketGet Line: 1178 Module: Kernel::System::Ticket::History...

machadoa

ok thanks

machadoa

Hello

I want to link a template with a status.

For example if i reply to a customer with the template "test_close", the field of the state of the ticket will automaticaly filled to "closed".

It's possible to do this ?

Thanks

machadoa

Hello I have a problem, when I go to the browser and I want to access to OTRS, if I put only my IP address (eg http://192.168.1.20), my browser downloads a file like this: 2016-03-30 16_08_32-404 Not Found.png If I put my address followed by "/otrs" I access to the portal otrs (http://192....

machadoa

Ok I can check if the mailaddress already belongs to a customer but then I can not create a customer

Help please

machadoa

Hello !

I want to know if it's possible to create automatically a customer when sending an email to open a ticket ?

I want depending on its mail address, created a customer and assign a customerID

Thanks

machadoa

OK thank you !

machadoa

Hi, Services are linked to customer users. To "link" it to queues, you have to built ACLs. Flo OK thanks I just tested ACL creation by linking my queues with services and it works! I have a commercial addon that allows you to define Queue <-> Service relations similar to the Customer User...

machadoa

Ok thanks but i only use OTRS Free version..

machadoa

Hello

I want to know if it's possible to link a queue with a service when a agent create a ticket ?

I want when a agent create a ticket , the agent chosen the queue and next he can select only services linked with this queue.

Thanks !

machadoa

Hello I know it's possible to configure in the queue a escalation for first response time and to configure in "Ticket escalation notification" to notificate every menbers of group "admin". After the first notification I want to be notified every 30 minutes if nobody respond to th...

machadoa

Yes but it's impossible to chooce the order of attributes.. :/

machadoa

machadoa

I just realized that this is not only for automatic responses, this problem occurs every time I want to edit via ckeditor it is impossible to create tables !

machadoa

Hello

I want to create a table in the template of auto response.

I know it was possible in otrs 4 by directly editing the source and adding a table tag ( <table> .... </table> ).

But it doesn't work with otrs 5.0.7 .. Anyone can help me please ?

Thanks

machadoa

Hello

I want to modify/customize the row of my reports when the object report is TicketList, anyone can help me plz ?

This is what I want to modify :

reports.png

Thanks

machadoa

Because as I told you I have created a new field named "outsourced" in CustomerCompany and in CustomerUser I wanted depending on the CustomerID automatically fill in the "outsourced" field so that later I could get this value in a dynamic field to open a ticket, but I just find a...

machadoa

Ok thanks :/

I've created a field named "outsourced" for the CustomerCompany ( in this field I can choose to write : yes or no).

And I've created a field named "outsourced" for the CustomerUser and I want this field automatically completed based on CustomerID.

machadoa

Hello I want to automatically complete a field based on the CustomerID defined for CustomerCompany when I created a new Customer User For example : I Create a CustomerCompany with the ID : 007 The information about the City of CustomerCompany(id : 007) is : London If I create a new CustomerUser, whe...

machadoa

I'm still stuck on my problem, I manage to display the value in my customer information when creating a ticket but I can not automatically complete the field that I wish (outsourced): 2016-03-02 17_07_52-New phone ticket - Ticket - OTRS 5.png 2016-03-02 17_08_48-New phone ticket - Ticket - OTRS 5.pn...

machadoa

Thanks !

The restart of daemon has resolved my problem

machadoa

Ok thanks.

I configured "PendingDiffTime" for 3 minutes but after these 3 minutes the ticket remains open ( with the status "pending auto close +")

machadoa

Hello

I don't find the option to configure the time to closed automaticaly a ticket with the state "pending auto close +/-" ?

Thanks

machadoa

Ok thanks I created a dynamic fields named "outsourced" with multiple features( values : 0 and 1 ), I configure creating ticket to display this option. I created a table "outsourced" in the "customer_company" , now I have this option when creating Customer : Capture.PNG...

machadoa

Hello

I created a dynamic field and when I create a ticket I would like to know if it's possible to fill the dynamic field automaticaly depending on the CustomerID ?

Thanks

machadoa

Hello I have this error message : Message: FetchMail bin was not found Traceback (5575): Module: Kernel::System::FetchMail::Fetch Line: 168 Module: (eval) Line: 147 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 131 Module: Kernel::System::Daemon::DaemonModules::...

machadoa

I found the solution !!!! To modify the header email it's necessary to edit this file : /opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificationEvent/Email/Default.tt I follow the instructions of this topic to resolve my problem : http://forums.otterhub.org/viewtopic.php?f=53&t=30996&p=1...

machadoa

Ok I activated this option : Ticket::Frontend::AgentTicketPriority###Title , but I can not see it in the ticket zoom so I can not change the header.

machadoa

I don't find what I have to activate in the configuration settings

machadoa

Hello

I want to modify/customize the header email when a ticket is created.

Here's what I want to change :

modify_header.png

Thanks

machadoa

Hello

I just noticed I have this message that appears regularly into my Linux server :

"Checking availability of OTRS Business Solution™...
No need to execute the availability check at this moment, skipping...
Done."

How to remove this message plz ?

Thanks

machadoa

So I created a dynamic field that appears when creating a ticket, through your explanations I managed to see the value of this dynamic field directly in sight of tickets, so when I want to do my final statistics month I add a filter based on the value returned by my dynamic field

Thanks

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