Znuny Open Source Ticketsystem

skullz

The good luck here means you dive into the code part by part

.. it is good if you already have perl knowledge and znuny framework knowledge..thats all i can help at the moment of free time..

skullz

1. First your posted xml is to register new widget module. You have module file and also .tt files. The method there is 'Adding' new item html. 2. There are 2 ways to modify existing html. https://doc.znuny.org/developer/extending/module-layers.html FilterElementPost These filters allow to modify th...

skullz

Additionally, when requesting new token (1st time), use incognito mode

skullz

Use ACL

Example

PosibleNot
- Ticket
-- DynamicField_X
--- Level 1, Level 2

skullz

This look like OTOBO instead of Znuny

skullz

https://doc.znuny.org/znuny/annexes/pla ... index.html

it work for me using UserID => <OTRS_CURRENT_UserID>

Or are you talking about "From" ?

skullz

this require further development..
alternatively, if the attachment is a fixed document (pre-upload), you can use Admin > Attachment.

In process management transition action (ArticleSend), use the attachment name.

Screenshot 2024-12-16 204034.png

skullz

The deafult api did not return close time.. the closest is last changed time. 1. of course, updating closed ticket will update the changed time. Znuny_HomeCustom/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt <li> <span class="Key">[% Translate("Changed") | html %]:<...

skullz

Admin > Auto Response > Select auto response.
From there you can select which email address (From) to be use.

Screenshot_20241211_201726~2.jpg

skullz

I would go to sysconfig > DashboardBackend###

Try to reset it first any modified setting.

skullz

You are missing Ticket->CustomerUser and Article->To (valid email address when Article->ArticleSend is set) my $Params = { UserLogin => $User, Password => $Pass, Ticket => { Title => "desiredTitle", Queue => "Raw", State => "new", Priority => "3 normal", Type ...

skullz

TicketCreate should use Post method Im not sure about python, but in perl have to set additional header # Method: POST # Endpoint: /Ticket $RestClient->addHeader('Content-Type', 'application/json'); $RestClient->addHeader('charset', 'UTF-8'); $RestClient->addHeader('Accept', 'application/json');

skullz

Use that TicketID , then perform api call to TicketGet my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket'); my %Ticket = $TicketObject->TicketGet( TicketID => $Param{TicketID}, UserID => 1, DynamicFields => 1, ); https://doc.znuny.org/legacy/api/otrs/6.0/Perl/Kernel/System/Ticket.pm.html#T...

skullz

try

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UserID=[% Env("UserID") | html %]

skullz

Code: Select all

System Configuration > OTRSTimeZone

Take note if a user has different timezone set to their account preferences, the time will display according to their timezone.

skullz

maybe check this regex https://github.com/znuny/Znuny/blob/8ad ... s.pm#L1422

skullz

Code: Select all

Frontend::Navigation###AgentTicketQueue###002-Ticket

skullz

This will require a bit of development..
JS will be able to handle this

skullz

maybe this will help

https://www.znuny.org/en/blog/Encapsula ... terFilters

skullz

Little bug old version..
You should update to the latest one..
https://github.com/znuny/Znuny/issues/234

skullz

Operating system Linux (Debian or Red Hat preferred) Perl 5.16.0 or higher Web server Apache 2 + mod_perl2 or higher (recommended) Web server with CGI support (CGI is not recommended) Databases MySQL 5.0 or higher MariaDB PostgreSQL 9.2 or higher Oracle 10g or higher Hardware (from 6.0.x version doc...

skullz

First of all, the dynamic field and its value must be existed.
Can you share the screenshot of agent ticket zoom dynamic field setting?

skullz

Code: Select all

Ticket::Frontend::AgentZoomExpand

skullz

i have write some simple notice to check on customer user, service, sla https://github.com/mo-azfar/Znuny-AgentTicketZoom-Notice 2. Further idea maybe use of https://opar.perl-services.de/dist/DynamicFieldOTRSDBTable-7.0.1 from reneeb Populate customer data into it and enable it at some screen e.g: ...

skullz

Thats what can be done without custom development.. With custom dev, - write notice module that check on customer data and display notice - write output filter content to highlight button etc / popup no customer etc - write dynamic field customer module to have the field at agent ticket note - call ...

skullz

I wonder why not using existing Customer tab function ? cu_tab.png Then control it by ACL. ACL 1 => Disable certain menu module by default. E.g: Compose, Note, Pending, etc.. ACL 2 => Enable back the menu module upon customer id detected. Properties CustomerUser UserLogin: [RegExp].+ PossibleAdd Act...

skullz

since you already in generic agent and perl code, you are lookin at https://doc.znuny.org/legacy/api/otrs/6.0/Perl/Kernel/System/LinkObject.pm.html#LinkAdd This will be the combination of DynamicField (populate faq_id, faq_title), GenericAgent and Custom Module that should contains code as below $Tr...

skullz

Not possible without development..

However, if you in process ticket, you can create 2 activity dialog.
One contains mandatory field and another contain optional field..

Then use ACL to hide and show these activity dialog based on their role.

skullz

Did you changed the ScriptAlias value? If you changed that, make sure also change it at $HOME/scripts/apache2-httpd.include.conf (with the expectation you already symlink it to apache config as well)

skullz

Do you have any 3rd party addon that related to the Services?
Do also check $HOME/Kernel/Config.pm..
Or any files that not standard OTRS in $HOME/Kernel/Config/Files/*

skullz

Yeah you right..you need to copy this to Config.pm
Additionally, you also need Customer::AuthModule

https://github.com/znuny/Znuny/blob/2bf ... s.pm#L1372

skullz

Let me recap

- All ACL disabled
- Default service untick / unassigned

How about each customer user services?
Do both of them have same services allocated to them?

Try remove them all first, then use Default Services assignment instead.

skullz

Also check the default services..
Its also at the Admin > Services (on the left screen)

skullz

3rd party addon

https://opar.perl-services.de/dist/GIExtension-6.0.10

skullz

1. Perhaps recheck the ProcessEntityID..maybe it has different ID from production..

2. Also try to use exact services name instead..

3. Also check another ACL that disabled/hide the services.

4. ACL is executed one by one..so i would check any ACL that perhaps overwrite/executed over this ACL.

skullz

I just added my own process id and services..work fine..
i guess the regex may be the issue

acl1a.png

acl1b.png

RESULT

acl-2.png

skullz

That maybe means the ACL is incorrect..
Do share your ACL 1st

skullz

Generic agent is based on UTC..
E.g : GA is selected to run at 9.00am.
Since your is +2, its running at 11.00am (9 a.m utc)

You can check by

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bin/znuny.Console.pl Maint::Daemon::Summary

skullz

Perhaps you are looking at ExternalTicketNumber Recognition features as describe here https://doc.znuny.org/znuny_lts/annexes ... index.html

skullz

Just notice do not go to v8.0.34 as reported here https://github.com/znuny/Znuny/issues/548

skullz

Edit:
Oppss..im wrong..

Do check addon Znuny-SortByLastContact

skullz

You missing DynamicField_
Try

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Properties =>
  Ticket => 
    Queue => SD

Possible =>
  Ticket => 
    DynamicField_CloseCategory => x

To define multiple value, use the (+) symbols

skullz

A good start will here https://www.znuny.org/en/blog/modern-au ... -microsoft

skullz

Check this for system wide
viewtopic.php?p=172324#p172324

skullz

try private mode browser / disable browser addon if using..
as there is not much log here, i just can guess

skullz

I would try to remove MarkTicketSeenUnseen addon first..

skullz

Not sure this has anything to do with the issue..
Do you execute migration script?

skullz

Migration script (scripts/MigrateToZnuny6_x.pl) will handle all this db things.

And if course u have to do 1 by 1. as mention above

skullz

Not sure this on v6.x or not..do check sysconfig for

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Ticket::Frontend::ArticleHeadVisibleDefault

skullz

no that im aware of..perhaps others users can help.. Build user preferences field based on the dashboard type. Admin than update the correct value from Admin > Agent > Select Agent > User Preferences> Miscellaneous This post may help https://community.znuny.org/viewtopic.php?t=19936 PrefKey => UserD...

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