Znuny and ((OTRS)) Community Edition

I tried to make some Salutation, signature and other templates needed for our business. The templates needs to be formatted. I tried to use formatting icons in the OTRS HTML editor, but it looks as they does not work properly. For expample I trid to put some text in block and then apply some formatt...

Probably I did not describe problem

I wanted to ask if it is posiible to add signature which prepared separately (as standard signature). The same concerns Salutation.

Marek

Can we ad signature to automatic reply or only it is possible in Agent reply?

Marek Staniewski

I would like to setup OTRS system for activity where customers are unknow people asking about our software we sell. There are so many options to set that it makes a headache. Is there any scenarios described somewhere? Or maybe something like Flowchart? If yes whre can I find it? Th scenartio starts...

We have some problem with editing HTML formatting in our repplies. For example we block some portion of text in our message and try to apply bold formatting to it. Unfortunately it does not work (at least usually does not work). It work only before we add text (I mean not in when some text is marked...

In our automatic notifications we see that in field "FROM:" it is written some standard text:
OTRS Notification Master <otrs@yourhost.example.com>

Where can we change this to some other name?

Marek Staniewski

This is good information. That I do not need to play much with data base
Does anybody knows if there is any plan to make Windows upgrade installator?

Marek

I understand that this is available in the new version of OTRS, Isn't it? I have 3.0 and could not find it

regards

Marek

Thank tyou for sending the youtube link. I saw it before and frankly saying after wathuich this video I decided not to upgrade ORTS but simply reinstall it. Infact I have not data yet in my installation so I do not need any upfgrade So I would like to repeat my question: Ho can I make fresh installa...

I have now installation of OTRS on Windows 2008 Server. It is version 3.0.11 I want to upgrade OTRS to newest version. Fortunately I do not have much data in it so I can consider fully new installation I would like to know if my installation shall be much different than standard first time installat...

By mistake we have got to OTRS several hundreed mails, which have the same text and are simply useless at all.
Is it possible to remove such mails at all (without any history)? If yes then please say also if I can mark a number of mails and remove them all together in one operation

Marek

Is it possible to update OTRS without uninstalling it?
If yes please say how if not then please let me know if we need to uninstall old version first.

Marek

We are isning Outlook permanently and OTRS only from case to case. I understand requirement to use OTRS, but at least we would like to use Outlook/Exchange to get info that some new message arrived at OTRS. Can we do it such combination (I mean autmatic forwarding/copying of all new message to Oultl...

Assume we want to set that three people at our company may watch customer requests (concurently). And one of them (who has a time) will answer to it. But it may happen that all of them will send replly to the same customer (because they cannot see what is doing his colleague). So I would like how we...

Is it possible to use Outlook as a reader and answering program for OTRS requests?

If yes where I can find some information how to set such combnation?

Marek

I would like to start using OTRS as a ticket answering system But I have some doubts about it. Is it possible that several people may trace customer requests and answer to it? If yes then how we can protect system that there will be no answers to these reqest from several people (by mistake) regards...

I have installed OTRS software on my computer (Windows) and I have tried to set it up. Probably by some mistake I have changed Admin password and did not store the new pasword. It may be even that user name waas changed as well. I cannot find any info now in Admin manual how to reset this password. ...

Is it possible to link default mail program to OTRS, the way that agents may work via their standard mail system instead of loging to OTRS?

Marek Staniewski

We are located in Poland. We have already installed OTRS but need some consultancy or even setup of OTRS to our needs. We are starting selling some software and need to build some email system so program users can contact us and inform about their problems. We would like that this is with some ticke...