Znuny and ((OTRS)) Community Edition

I'm not sure but maybe I can do it by this way: - First i've created a custom status on my OTRS (e.g waiting for development team) - Then i created a notification event where a mail is sent to a Redmine when a ticket status changes for "waiting for development team" Next step is understand...

Hi guys, I need to do a integration betwen OTRS and Redmine, for example: 1. A customer or an Agent opens a ticket on OTRS 2. An Agent set some trigger (can be queue change or ticket status) and a bug is opened in Redmine (by mail or other way). 3. After that every updates can be viewed in both syst...

OKay, thank you very much

well, if I have just one OTRS instance and it's a fresh install there is no problem to change System ID right?

Hi ,

I wish to edit OTRS ticket number from this:

2013071010001694

For this:

2013071000001694

Is that possible?

yuri0001 wrote:Hi!
Two questions.
1. I must do it in original Kernel/Modules/CustomerTicketMessage.pm or in it copy in another custom folder? Where?
2. How to display an asterisk as the other required fields displays?
Thanks!

I want to know too

In my case the customers are sending and receiving messages directly to email after open a ticket. But these messages are not stored inside OTRS tickets. How can I do this?

crythias wrote:Are the services actually assigned to the customer?

Yes, i tried to restart the service but still not working

OK, i tried this: $Self->{TicketAcl}->{'ACL - Support - Test'} = { # match properties Properties => { Queue => { Name => ['Internal Support'] }, }, Possible => { Ticket => { Service => ['hardware' , 'software'] }, }, }; My objective: The customer from "Internal Support" queue can only see ...

Hi! I've a google apps for my domain and I need configure OTRS to send e-mails to our customers. We have a mail group called support@mydomain.com. Inside this group, there are a few attendants e-mails. NOTE: support@mydomain.com isn't an account, it is a group. We have created an "otrs SMTP log...

Is there a way to separate by queue?
Example: Agent01 has RW access to Support queue, he only can manage the users from that queue...

Hi,

Any advance with that?

I just want to duplicate the FAQ module, anybody else know how to do that?

Solved by my self! Here is the new apache config: <VirtualHost *:80> ServerName mydomain.com.br ServerAlias suport.mydomain.com.br ServerAdmin webmaster@mydomain.com.br ProxyRequests Off <Proxy *> Order deny,allow Allow from all </Proxy> <Location /> ProxyPass http://5.191.28.77/otrs/index.pl ProxyP...

Hi! I'm need to access otrs through apache. This is necessary because otrs is inside a LAN, and only apache is published to external access. So, I've created a proxy rule that redirects all request sent to apache to otrs. The topology is attached. Here is apache's config: <VirtualHost *:80> ServerNa...

Sorry, but i dont know where i put the phpfreechat files on my linux server. Can you help me?
What field i must add in Framework>> Frontend:Agent:Dashboard ??

How to separate different FAQ per customers? Maybe ALC?

Hi everybody,

Is there a way to show a service catalog in customer web page? I'm looking for just for a simple web page, nothing complex, but separated by groups or customers.

Thanks for help