Mark replied tickets in Znuny/OTRS

You want to highlight replied tickets from clients to identify easily between open and replied tickets? E.g. you have a different policy/SLA for open tickets vs new tickets in terms of response or solution times.

Create new replied status

First we need to create a new status clientReplied

go to Admin > StateManagement or via <yourZnuny>/otrs/index.pl?Action=AdminState
and create a new state with Add State

Name
clientReplied
State type
open
Validity
valid
Comment
a client replied to an existing ticket

Now we have created the new status and we need to assign it to the follow ups.

Define follow-up states

In the System Configuration we need to set the clientReplied status for this settings:

PostmasterFollowUpState
PostmasterFollowUpStateClosed

Now we have the states defined and we can use them

Do you need help with Znuny / OTRS?

We have lot of experiences with OTRS and Znuny and can help you with your issues. Get in touch with us and we will check if and how we can help you.

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Do you need help with Znuny / OTRS?

We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.

From giving you support up to implementing integrations to your existing systems.

Get in touch with us and we will check if and how we can help you.

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Maybe we can communicate in your native language too. So please let us know your native written and spoken language.

For what Ticket-Systems do you need support? *

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What version are you running? *

if you do not know, simply write: do not know

Where do you need support? *

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Do you have any Specification (SRS) or Requirements document to share to our experts? *

Specification or Requirements document

Click or drag files to this area to upload. You can upload up to 10 files.

Your environment

We have different partners for different tasks and company sizes.
To assign you the right partner and thus the proper system engineers, we would like to ask you for more details about your environment.

Do you want to have a direct call with the right person? *

Yes, I will give you all required details
Yes, but only for the accounting/sales level (no technician)
No, I require a first generic call with your first level support/sales agent

The more details we get the quicker we can narrow down to the right persons.

What are your roles for your ticket sytem? *

Service Agent (You handle tickets in your organisation)
Managing Assistant (you organize tasks for your managers)
Technical Assistant (you are responsible for organizing technical tasks in your technical team)
Developer (you are reponsible to programm new features into or with your ticket system)
Software Architect (you are repsonsible to define how to integrate existing solutions on code or api level)
System Engineer (you are responsible to ensure that your ticket system is installed and running properly)
Solutions Architect (you are responsible to decide how to setup the ticket system, how to run it)
Service Manager (you are responsible for ensuring top services to your clients via your ticket system)
Product / Project Manager (you are responsible for integrating your ticket system properly into your organization)
Department Manager
Area Manager
Chief Human Resources Officer / CHRO
Chief Technology Officer / CTO
Chief Marketing Officer / CMO
Chief Financial Officer / CFO
Chief Operating Officer / COO
Chief Executive Officer / CEO

Please select your roles

Have you already tried to solve your named issue? *

yes, myself
yes, someone in my organisation
yes, an external resource or company
no, nothing tried so far

What have you tried, what has failed, what is broken? *

Do you have a separate (clone) of your ticket system as test or stage environment? *

yes
no, but would like to have
no

with a cloned environment we can try out changes first, without breaking the environment for production. The bigger your organization is, the more critical this point is getting

What service times do you have for your ticket system? *

24h / 5d (mutliple work-shifts to process the tickets), 2 days maintenance slots
24h / 6d (you have mutliple work-shifts to process the tickets), 1 day maintenance slots
24h / 7d (you have mutliple work-shifts to process the tickets), no or nearly maintenance slots
5 business days, max 4h maintenance slots on business days
5 business days, max 8h maintenance slots on business days
5 business days with max 12h (or more) maintenance slots on business days
6 business days, max 4h maintenance slots on business days
6 business days, max 8h maintenance slots on business days
6 business days with max 12h (or more) maintenance slots on business days
no

with a cloned environment we can try out changes first, without breaking the environment for production. The bigger your organization is, the more critical this point is getting

How many new tickets do process in average per month? *

If you do not know, do following:
- login to your ticket system as administrator with full rights
- search for all tickets in the period of the last 3 months, e.g. from 1. March to 31. May
- divide the count by 3
- share the result here

How many service agent accounts do you have working on your ticket system? *

go to the admin page and get the amount of valid agents

How many service agent agents work in parallel on your ticket system? *

e.g. if you have a 3 shift team for the ticket handling and

Business / Corporation details

We will not charge you anything, before we get a clear order from your end.
A clear order includes:
- clear proposal(s) from our partner(s)
- a signed sales order from your end

But we require the billing address for registering your query in our system.

Business / Organization name with legal form (full name) *

legal form examples are:
- LLC
- PLC
- and so on

Business / Organization Billing Address *

Address Line 1

Address Line 2

City

State / Province / Region

Postal Code

Country

We will not charge you anything, before we get a sales order from your end. But we require the billing address for registering your query in our system.

Expected Costs (copy)

We will try to find the best candidates for you.
The important criterias are:
- the knowledge, so you found us here
- reliability on agreed delivery
- and of course the total costs, isn't it?

Please let us know your expected costs and rates, for finding the optimal match for you.

Your expected total budget *

For a match, we will require the ideal cost candidate for you.
To find the right one, we require the total budget for your task(s) to solve by pros.

Your expected hourly rate *

For a match, we will require the ideal cost candidate for you.
Please name us your expected hourly rate for your task(s).

Common details

Your query reference number *

autogenerated, or you can place here your reference number like a ticket number

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Mark replied tickets in Znuny/OTRS

Create new replied status

Define follow-up states

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Do you need help with Znuny / OTRS?​

Your environment

Business / Corporation details

Expected Costs (copy)

Common details

Do you need help with Znuny / OTRS?