Znuny and ((OTRS)) Community Edition

I understand your point of view, but in the company is not handled like that, since the time accounted for, must be equal to or less than the time of antiquity of the case.

Hello everyone, Some know how to make the field "work units" or refers to the "time" dedicated to a ticket, depends on the current system time, since when closing a ticket, I must allocate the time that takes solving it, but if The creation of the ticket has run 6 minutes, I can ...

Hola buen dia, Debes ingresar a "Administrar" , escoger "Ticket(943)" y despues buscar estas opciones: Ticket → Frontend::Customer::Ticket::ViewNew Dentro de las propiedades de esta!, buscas las siguientes: Ticket::Frontend::CustomerTicketMessage###Queue = "No" Ticket::...

Thanks for all,
I find myself in it ...

Does anyone know the step by step to be able to upgrade from version 5.0.12 to 5.0.15?

I thank you

Hola, Veo que ya le diste el tag [SOLUCIONADO], pero quisiera hacer mi aporte, y pues si es de tu ayuda, yo ya logre modificar esos colores a los corporativos siguiendo estos pasos: 1. ir a la ruta: opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificacionEvent 2. Hay una carpeta “email” 3. Dentro...

Buenos días a todos, tengo una duda y me gustaría saber si es posible realizar la siguiente modificación en OTRS. En la plantilla de OTRS ( Customers ) donde se abren los tickets, ¿es posible que los clientes solo vean los "Servicios" que estén asociados al tipo? Por ejemplo: Tipo “Incide...

I am looking at exactly the same issue: when a customer creates a ticket, puts in the impact level (1 large group or vp, so highest level) , the service is already attached to a criticality level (e.g. mail is 1 very high) so now I want to have the priority automatically calculated according the va...

Ok, thank you very much for your answers, I'll keep looking to find out if anyone has already developed it, the person in the video does not respond.

wurzel wrote:Hi,

there is no difference. This is your Ticket Type. Nothing more.


regards
Florian

Hello,

I was wondering why in this video https://www.youtube.com/watch?v=PFOkuHxLThE
I see that when creating a "service request" it activates a tab "tasks" to the ticket.

Thank's

Hello

What is the difference between incident and service request in another version 5 free, I create a new ticket but visually I do not see the difference between both, there must be some difference but I can not find it.

I would appreciate if anyone has this much clearer information.

Thank's

Open the view you want to modify. Then check the URL next to Action=NameOfTheCurrentAction Then look for the file in: ~otrs/Kernel/Output/HTML/Templates/Standard/NameOfTheAction.tt Hi RStraub, I have checked these files, I already found the tags but I have not been able to deactivate them Thank you...

root wrote:Did you check the SysConfig setting Ticket::Frontend::CustomerTicketZoom###Priority?

Hi, That option and the probe but it is not very editable the option of priority, thanks anyway

Good evening,

Somebody knows the complement that allows to relate (services <-> types) in the tickets.

It is to create a filter that when choosing "incidents" show some services and when choosing "requirements" show me others ..

Thank you.

regards,

Does anyone know the file that contains the HTML code of the client view? I want to put the field "priority" so that it is read only.

Stay tuned, thank you.

Many thanks to all for your contributions

Charmacas, you are absolutely right, that is the complement I need, I will contact the supplier for a test, because everything seems to be what I need

Thanks again.
Happy day!

Regards, I would like to know if anyone knows if in the other you can level the loads of tickets that are arriving ?, I mean the following: I have a "Queue" called "Support" In this I have 2 agents or analysts that are, A and B The customer "pepito perez" generated 3 ti...

Saludos, Quisiera saber si alguno sabe si en otrs se pueden nivelar las cargas de los tickets que van llegando?, me refiero a lo siguiente: Tengo una "Queue" llamada "Soporte" En esta tengo 2 agentes o analistas que son, A y B El cliente "pepito perez" genero 3 tickets ...

La solucion era una "bobada", la escribo porque aveces uno hace tantos cambios que es mejor ir anotando para recordar que le puede estar afectando. No me habilitaba la opcion "Servicios" en el SLA porque tengo varios "servicios" y "subservicios" creados, pero ...

Hola klausneil buena tarde, Queria saber en que parte o en que vista se ve reflajado el cambio o el nuevo campo que indicas con el codigo en este comentario, pues lo busque en la opcion donde uno crea una "firma" pero no veo nada referente. Quedo atento, muchas gracias. ___________________...

Buenos dias,

Seria de gran ayuda si alguno supiera porque al ingresar a crear un nuevo SLA no me permite agregarle un servicio, asi como se muestra en la imagen

Quedo atento, muchisimas gracias.

Hola,

Muchas gracias, ingrese al link pero no encuentro la ruta donde modifican ese codigo explicado en ese link.

Si tu lo hiciste te agradeceria me dijeras en que ruta esta

Gracias.

Hello RStrub, It is that in the view of the customer, I choose the service for which you will be assigned the ticket, do not have visible "to" default you set "postmaster" as a default queue and service related to the work queue So what I want is that in choosing that queue, sinc...

Good morning, I wonder if anyone knows how to solve a problem that I have: All cases that generated from the interface of "server/otrs/customer.pl" are assigned to the owner responsible "Admin OTRS" and "Admin OTRS" This is so the client has indicated calquiera of work ...

Buenos dias, Quisiera saber si alguno sabe como solucionar un inconveniente que tengo: Todos los casos que genero desde la interfaz de "..customer.pl" quedan asignados al propietario "Admin OTRS" y responsable "Admin OTRS", esto sucede asi el cliente haya señalado calqu...

Hola Caxtollionci buen dia,

Actualmente ando buscando una solucion al mismo inconveniente, queria saber si lograste solucionarlo por tu cuenta?, ya que aqui es poco lo que uno encuentra.

Quedo atento, te lo agradezco.
Buen dia!

Buen dia, Gracias a los que se tomaron la molestia de revisar mi post, pero el problema y "No problema" ya lo solucione, para los que les pueda servir era lo siguiente: Solo me sucedia cuando asignaba los tickets a una Cola de trabajo en especial, entonces eran unos pasos muy breves: En la...

thanks to the views, but the problem is in the "workspace", i have bad configuration.
All very good!

Good morning, Anyone know if you can disable the button answer Ticket :: Frontend in :: option CustomerTicketZoom The reason is that a "customer" customer can see their open or closed tickets, but if this person presses click on the button "Reply" the case is opened again so is c...

Buenos dias, Alguien sabe si se puede desactivar el boton contestar en la opcion CustomerTicketZoom El motivo es que un cliente "customer" puede ver sus tickets abiertos o cerrados, pero si esta persona presiona click sobre ese boton "Contestar" el caso se abre nuevamente asi est...