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Regarding automatic transfer of tickets
by Paul Joseph 16 Aug '16

16 Aug '16

Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in Advance List!!

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Add custom javascript on OTRS 4
by Pritesh BHEEMANEE 12 Aug '16

12 Aug '16

Hello everybody, I wan to add javascriptto make an rest api call from Core.Agent.TicketZoom.js and display fetched data on ticketzoom page AgentTicketZoom.tt So, I disable Loader::Enabled::JS in Core::Web. I am trying to add javascript on Core.Agent.TicketZoom.js file but i always got error Core.Agent.TicketZoom not defined. I wrote JS function to do api call and display data on .tt file. PS: I couldn't find official document for REST API on OTRS 4. Any idea ? Thanks !! Best Regards, Pritesh

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Re: [otrs] Customer frontend
by Martin JERGA 12 Aug '16

12 Aug '16

Hello Mikey, I could not understand your question. Could you describe your business requirement in more details. Martin On Aug 3, 2016 10:52 AM, Mikey van der Worp <mvdworp(a)utelisys.com> wrote: Still nobody? Does really nobody has a clue about this? Mikey <https://www.utelisys.com/> On 08/01/2016 02:28 PM, Mikey van der Worp wrote: Hi all, I want to be able to create a user for the Customer Frontend, and assign it to a full queue. Without account codes or anything as some tickets are not able to be changed. Can somebody explain me how or send me a link? Best regards, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

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autom. State change
by Anton Kornexl 12 Aug '16

12 Aug '16

Hello, it would be nice to configure an automatic state change to closed, if a ticket is moved to a specific queue. kind regards Anton Kornexl

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 12 Aug '16

12 Aug '16

Hi, I just tried your good idea, it is working for exactly one CC-Field-Entry. If I try to add another CC-Customer it is ignoring the additional fields. I tried to increase the values (value="2") - its not working. Any Idea? :/ Quote: >The following may be of use: ><input name="CustomerTicketCounterCcCustomer" >id="CustomerTicketCounterCcCustomer" type="hidden" value="1"> ><input name="CcCustomerKey_1" id="CcCustomerKey_1" class="CustomerKey" >type="hidden" value="mycustomerusername"> ><input class="CustomerTicketText" title="Cc" name="CcCustomerTicketText_1" >id="CcCustomerTicketText_1" type="hidden" value="myvalue(a)mydomain.com" >readonly="readonly" aria-invalid="false"> Your help is appreciated! Br Julius

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Customer portal
by Sujeeva Tissaarachchi 11 Aug '16

11 Aug '16

Hello Friends, Is it possible to: 1. Make templates available in customer portal2. Enter tabular format data in customer portal Best Regards, Sujeeva Tissaarachchi

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 11 Aug '16

11 Aug '16

Hurray, solved my problem for main-customer: <input name="CustomerTicketCounterToCustomer"id="CustomerTicketCounterToCustomer" type="hidden" value="1"> <input name="CustomerKey_1" id="CustomerKey_1" class="CustomerKey" type="hidden" value="mymail(a)mail.com"> <input class="CustomerTicketText" title="An Kundenbenutzer" name="CustomerTicketText_1" id="CustomerTicketText_1" type="hidden" value="mymail(a)mail.com" readonly="readonly" area-invalid="false"> One step closer! Just the problem with more than one CC-Field is left!

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SOAP API - TicketUpdate
by Sujan Shrestha 11 Aug '16

11 Aug '16

Hello there, I am having trouble updating owner of the ticket. i am using soap api in php. can you give me any guidance?

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Regarding automatic escalation
by Paul Joseph 10 Aug '16

10 Aug '16

Hello, If suppose I have three levels 1,2,3 . If a client raises a ticket that is assigned to level1 and escalation time is 1 hour, If the say that the concerned person did not attend to the issue and the escalation time has exceeded then how can the ticket be automatically escalated to the next level? I know that we can do it manually but is there a provision to escalate the issue automatically to the next level and even then if it is not responded then escalated to the next level? How can we achieve this??? Please help! Thanks in advance!!

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 10 Aug '16

10 Aug '16

Gerald, thank you for your answer. I commented them out after testing. In fact the fields are not working, I cannot fill in the customer ID or, to be precise, I just don't know the correct field-Names for customer-ID, CC, BCC, etc. >Are they nonfunctional because they're commented or is it simply >coincidental that you indicated the nonfunctional entities by prefacing >them with a comment in what you posted? Any help is highly appreciated BR Julius

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