Znuny Open Source Ticketsystem

Sometimes we get tickets were the actual action will be in the future.
For this we use the 'pending reminder'.

However, when we set a pending date in the future. The solution time clock is ticking at the start of the ticket.
Result: ticket is escalated before the pending date is met.

Is there a ...

Problem was found/solved: disk was full.

Hi,

When uploading a file in OTRS (in a Ticket/FAQ article) this fails.
Logging says: "Need filename!".

We tried small files, other filetypes etc. A week ago everything worked OK.
Updating existent FAQ articles and Tickets which already contain attachments work fine.

Any suggestions?

OTRS/ITSM 4 ...

What we did we added in the Config Item a link to a FAQ item.
The config items are not linked with one another, but FAQ item links them together. In the FAQ item you can put additional information.

Not a solution for you, but perhaps a workaround.

Something like this?

{
Key => 'HardDisk',
Name => 'Hard Disk',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
CountMax => 10,
Sub => [
{
Key => 'Capacity',
Name => 'Capacity',
Input => {
Type => 'Text',
Size => 20,
MaxLength => 10,
},
},
{
Key => 'Color',
Name ...

In our ticketing system we have an auto response/reply to customers.
As a result in the ticket overview the customer question can be seen (TYPE: customer - email-external) and also the auto response (TYPE: system email-external).

Right now we getting complaints, the agents must always do an extra ...

- What does the System Log say, when the autoreply action is be triggered?
- Is Raw the queue the ticket is in?

Do you mean:

Admin -> Auto Responses and Queues?

Found it!
Forgot the System log...
Now I increased the CustomerUserSearchListLimit in Config.pm

Thank you,
No there is not an filter active, I had also thought of that. The only filter therm mentioned in the Config.pm is:

$Self->{'AuthModule::LDAP::AlwaysFilter'} = '';

Customers are randomly missing, not related to alphabet or any other order.
I will try to uninstall non needed packages in ...

We actually do use LDAP, syncing with LDAP goes well because non-listed Customer users can login in OTRS without a problem.

Hi,

I just wanted to link all my Customer users to a certain Service.
There I noticed not all my Customers were present in the Customer list.
At Customers --> Customer User Management, the list (A-Z) is also missing customer users.

However:
Via a search in Customer -> Customer Information Center ...

It is not ShowColums AND ShowColumnsByClass.
It is OR.

So If you do this in ShowColumnsByClass:

Hardware::Name
Hardware::Number
Hardware:: etc....

It will work.

Name, Number, CurDeplState, Incident State are mandatory for any class.
If you don't see them doesn't mean they are not there.

For the columns, use this:

<YourClassName>::Name
<YourClassName>::CurDeplState

I think the error message will pop up in the overview, when you did not present the Name or Number (or another unique identifier).
I also had this error and it was solved when putting the Name in the overview.

I didn't find it in the documentation or on the forum.

Can we search for a empty (not filled) fields?
We are using the ITSM CMDB. "null" etc. didn't work.

I suppose that "empty" means there is no xml_content_key at all the database to look at, so a search for a 'empty' value is useless.
But I am ...

Hi,

When using the search function for the CMDB, some not expected behavior is noticed.

In our CMDB we do have:

-Equip Model
-Equip Model:: Operating system

If we search for an Equip Model, the result output gives also hits within Equip Model::Operating system.

Example:

We want to find all ...

We also regarding an option to update data (IP addresses and Hostnames).
Our idea was to export our DNS data and import this data via the ImportExport cron script.
(updating via SQL give us the same experience you had: database OK, GUI NOK)

We are still experimenting...
I do not know if this is ...

Hi,

I do not know why you are not using the normal search option in OTRS?
But here is your query:

SELECT *
FROM xml_storage
WHERE xml_content_value ="Put_your_serial_here"

I run into a problem when using the type 'Customer' in the configitem_definition.

We are using the Import/Export because the search option does not show all needed data/columns in OTRS 3.2.7.
When I try to export information (via Import/Export) in Step 5 of 5 you can select extra search information ...