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TICKET::EVENTMODULEPOST###4300-ESCALATIONSTOPEVENTS
ArvoHave been looking for a way to "reset escalation timer" on adding a NOTEDon't really want to edit TICKET.PM ... I prefer things to remain "as intended"My AGENTS are required to add Accounting Time...
View Articlesoap lite warning during check module
Hey guys, what can be the reason for following warning.Going from otrs 5.0.18 to 6Statistics: Posted by beingbaban — 15 Jun 2024, 19:30 — Replies 0 — Views 10
View ArticleHide fields on the customer.pl portal
Hello,Is it possible to hide form fields and display them according to the ticket type selected?Thank you in advance for your return,Best Regards,MehdiStatistics: Posted by mehdiabd — 17 Jun 2024,...
View ArticleReply an article only to the ticket responsible
Hi all.In some case, I need to reply to the ticket responsible, not to the customer.Is it possible to add to the toolbar of the article new items, like "Reply to the responsible" and "Reply to the...
View ArticleDynamicField Values get overwritten....should not
Hi,I have currently set up a process with some dynamic fields so that agents can note their working times for tickets.There are the dynamic fields employee name (dropdown), time units (dropdown) and...
View ArticleDynamicField Values get overwritten [Solved]
Hi,I have currently set up a process with some dynamic fields so that agents can note their working times for tickets.There are the dynamic fields employee name (dropdown), time units (dropdown) and...
View ArticleNew service added
Hello,I've added a new service but I can't display it in the various OTRS screens.Can you please help me?Thanks in advance,BR,MehdiStatistics: Posted by mehdiabd — 19 Jun 2024, 08:54 — Replies 0 —...
View ArticleHide QuickClose with ACL
Hi all,I've installed the extension Znuny-QuickClose. I want to hide the QuickClose button in the Ticket view for all users that are not the Ticket Owner. Similar to the default close button.As I can...
View ArticleMake the Service field readonly in CustomerTicketMessage
Hi!I use a module called CustomerServiceCatalog where users select the service they want to open a ticket for. After selecting, the user is directed to the CustomerTicketMessage screen where they...
View ArticleTransition Condition
Hello,I need to create a condition that checks, if there is content at all. I need to do the transition when the Dynamic field (which is a string) is empty. Is there a way to do so?Statistics: Posted...
View ArticleTrying to automatize tickets to agents
Hello all! I wrote a procedure in mariaDB, that reads the data from a ticket tittle, and catch a reference (with a few conditions) that will then correlate with a table that I have that has the agents...
View Article[solved] remove the address of the queue from reply addresses
Hi.When I send a "reply all" in a ticket article, often in cc there is the addresses of the queue where the ticket is assigned.Is there a system to avoid this?ThanksStatistics: Posted by rodolfor — 24...
View ArticleGet the email address of the ticket responsible in AgentTicketCompose.pm
Hi all.I'm trying to rewrite the recipient address $Data{To} when I do a "Reply" in AgentTicketCompose.pm module Run.In this module how can I get the responsible agent email address?Thanks.Statistics:...
View ArticlePostMaster Filter Set Dynamic Field from Body
Hi,I want to set some dynamic fields depending on the body of an E-Mail:The E-Mail looks like this:blabla...Serial: 123456789Failure: Some Failure DescriptionAddditional stuff...In This case, the...
View Article[SOLVED] Transition Condition
Hello,I need to create a condition that checks, if there is content at all. I need to do the transition when the Dynamic field (which is a string) is empty. Is there a way to do so?Statistics: Posted...
View Article[SOLVED] PostMaster Filter Set Dynamic Field from Body
Hi,I want to set some dynamic fields depending on the body of an E-Mail:The E-Mail looks like this:blabla...Serial: 123456789Failure: Some Failure DescriptionAddditional stuff...In This case, the...
View ArticleChange Request / Approve from Mail
Hello Dear Community,After a lot of trying and thinking I would like to ask your help, because I need some small help to make a solution for my Change requests.I enabled the Change menu points, gave...
View Articlecan't contact web service I just made
Hello all,I'm new to developing with OTRS and wanted some guidance regarding a web service I just made. When I try to get data from it or even ping the webservice URL per OTRS's documentation, I get...
View ArticleDisable "My queues" in Znuny 7
Hello,I want diable "My Queues" in menu Ticekt. I try this oneNavigate in the SysConfig to:Ticket → Frontend::Agent::Preferencesand disable the widget PreferencesGroups###CustomQueue.Or set Active to...
View ArticleChange ticket queue without being ticket owner - via generic agent?
Hello,I want to enable function for change ticket queue without being ticket owner. I found reply in this forum that I should set it through Generic agent. But I dont understood how. Can anybody help...
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