Znuny Open Source Ticketsystem

Perfect, thank you reneeb!

It works now. I wonder why it is not in official documentation.

Hello everyone, I've changed OTRS Kernel::System::Ticket::IndexAccelerator from RuntimeDB to StaticDB and TicketStorage from DB to FS according to OTRS optimization recommendations (https://otrs.github.io/doc/manual/admin/5.0/en/html/performance-tuning.html#performance-tuning-otrs) recently. Everyth...

Thanks, jojo, checking those examples.

BTW, does anyone have PHP examples?

Good day everyone! I'm trying to understand how to work with OTRS API and it seems quite hard to dive in since I'm not a developer. Does anyone have examples of working external scripts with basic actions like searching tickets, merging, adding? It would be greatly appreciated if it is possible to s...

EXG133, crythias,

Yes, algorithm is absolutely correct.

I solved this problem by interacting directly with the database. I understand that it is worst way to change tickets directly in database, but I have no developers with OTRS API knowledge yet.

EXG133,

I totally agree with you, but it is accumulated already and I have to deal with it. It will be definitely fixed later.

No, incoming tickets are human-written so Subject/Body are different in each case

Hello crythias, Thanks for your idea. As far as I can understand, this will merge all tickets from search result into one ticket. This is not exactly what I want. I want to merge tickets from one customer into one. For example, all tickets from CustomerA during this period should be merged into sing...

Dear colleagues,

For some reason (don't ask me why ) we need to merge all tickets arrived during certain period of time from single customer into one ticket.

What is the best way to achieve this?

Hi everyone, Is it possible to view ticket state/owner change history? I tried to check History at TicketZoom, but there is no clear information about ticket state change. The overall idea is to sort tickets by their previous owner (the person who replied the ticket) since ticket is closed by anothe...

reneeb,

Thank you, looking forward to hearing from you.

Still looking for any solution...

Hi root,

Thank you for your reply. Could you share the name of that addon?

Good day to everyone! Is it possible to automate "save draft" feature while composing a ticket or answering a ticket? Currently all changes are discarded if the Compose/Reply window is closed accidentally. I know that it might be good practice to compose replies in a Word and then put into...

root, you're Genius! Thank you so much!

Everything is working as expected.

Hi everyone, I noticed a very strange Ticket Title behavior yesterday. If I change the Ticket Title using Free Fields -> Title field, Ticket title changes in TicketZoom and Dashboard. If I go to Ticket Queue, I will see the original name. We have some people preferring to work with Tickets -> Queues...

Yeah, I agree with you, this can be dangerous therefore it is not a good idea to use it.

I've run out of ideas. I see the only way - to customize MTA undelivery templates.

Good day to everyone! I'm stuck with the situation when Agent creates a email ticket with an undeliverable email address. MTA will bounce back with the undelivery notification message which will create additional ticket in the queue.... Is there a way to configure OTRS to attach receipt to the origi...

I found the reason - there was non-utf8 collation in database tables. Changed to utf8 everywhere and it works like a charm.

Hi Flo,

Many thanks for the helpful note.

Sergii

Hi everyone, I've found an interesting behaviour in OTRS 5 RC1. I have a mailbox tied up with an OTRS queue. Everything works fine until someone sends an email with Japan characters in from field - that message will not be dispatched and a error log entry will be generated. Screenshot of error meesa...

Good day to everyone, I'm using OTRS5 since beta3 without any serious issues. Yesterday I've upgraded to RC1 and it was smooth and easy, however upgrading document contains some inaccuracies (which is understandable because document is for upgrading from OTRS4 to OTRS5). My question is regarding con...

Understood, thanks for the reply

So you are not planning to use OTRS5 with mobile apps? Is that correct?

Hi everyone, I'm using OTRS 5 and everything is working very stable despite the fact it is in beta state. However, I miss iphone/android app very much because there are no iPhoneHandler plugin for OTRS 5. Are there any workarounds to make it working or I just have to sit and wait calmly for the ipho...