Znuny and ((OTRS)) Community Edition

Hello, I would like to let my customers know the state of their tickets during email exchanges. In the Admin Panel you can configure your own Templates, but when I use the tag <OTRS_TICKET_State>, the state seen is the current state. For example, if I want my customers to know that I'm closing the t...

I hadn't upload the screenshot. Here it is

Ciao a tutti! Uso OTRS 3.3.9 Ho impostato degli SLA per i ticket con scadenza di tempo di risoluzione in 40 ore (lavorative). Tuttavia quando vado a guardare nelle informazioni del ticket vedo che la 'solution time' è oltre le 70 ore. Screenshot.png Come è possibile? Allora come si può impostare la ...

Hello, I have problem with 'Solution Time' of my tickets. I have set a SLA with 'Escalation-solution time' of 40 hours for everyone of my tickets ( 40 hours counted in business hours, 8h per day). However when I control the 'Solution Time' of a ticket in the 'Queue View' I can find time about '73 ho...

Hello everyone, I'm using OTRS 3.3.9. I need to generate report monthly for everyone of my customer. The aim is to generate reports with all the tickets open by every customer and closed in a determinate period (closed successfully). I create my own report in Stat Module, with all the configuration ...