Znuny and ((OTRS)) Community Edition

hkais

Hi Znuny developers, is where any OSS/public Issue list about the performance tunings you have on agenda regarding 6.5 release? I could not find any details about the aspect? Also wondering about the community integration of new features. From other OSS projects, where is a public Issue tracker, whe...

hkais

there are plans to migrate to elasticsearch like OTRS did it already.
This may solve your issue with the very limited search in Znuny in the future

hkais

Hallo hkais, entschuldige die späte Antwort! alles Gut, geht ja um deine Pace wie Du die Hilfe brauchst ;-) Die Tickets sind über dynamische Felder verlinkt, das ist nicht das Problem. Wenn das ChildTicket erstellt wird, wird die TicketNumber vom ParendTicket an ein dynamisches Feld übergeben. Wenn...

hkais

we have sometimes a strange behaviour on merging and we cannot identify why it sometimes fails The history entry Agent Action Article Added note (Note). (AddNote) Reset of unlock time. (Misc) Merged Ticket (2022081410000266/253438) to (2022080610000307/252844). (Merged) Added link to ticket "20...

hkais

Keine Regeln wurde danach geändert, externe Links zu kommerziellen Angeboten wurden stets verwarnt. Auch hier: vorher gründlich lesen. Eigentlich lohnt es sich hierüber nicht zu diskutieren, aber ein Text-Diff würde hier klar einen Change bringen: Screenshot_02877.png dazwischen: Warning issued Scr...

hkais

Hi there, I am wondering about this https://community.znuny.org/viewtopic.php?p=175309#p175309 and this https://github.com/znuny/znuny-feature-requests/issues/9 What means it is a sponsored feature? (sure: someone pays for it) How to get features implemented in this way? How to place them? e.g. what...

hkais

hkais

Hallo zusammen, ich habe mich heute getraut unser OTRS 6.0.30 bis 6.3.4 upzudaten. Das hat ohne Probleme Funktioniert 8) Leider gab es aber ein Problem von Version 6.3.4 auf 6.4 upzudaten. Das ausführen von scripts/MigrateToZnuny6_4.pl gibt Folgendes aus seltsam, solche Probleme kenne ich nur von v...

hkais

I don't understand this part. The df value is set, a module is set and it is modified. This is the same. The module is only executed as an "additional" element. If you don't need it, leave it blank. The reason for this is you can combine multiple changes GUI+Module. the module does not re...

hkais

To bring this back on track for the OP and stop the thread steal: @disciple Is the problem in the filter resolved? Are mails processed in the correct way? you are right, we stole mutually the thread @disciple: you can take a look here use dynamic fields to link or merge tickets maybe this will help...

hkais

Hi, if I understand you correct you have created a new job, wiggle around things and in the section "Execute custom module" you don't set a module but just fill key and value with the dynamic field values. Correct? yes, the dynamic field with DynamicField_ is set as key and a value to the...

hkais

sounds like a feature my boss suggested a good while ago to Shawn.
Great feature and appreciate you implement it!

will you support both, creating and cancelling events in the Znuny?
e.g. initially planned, cancelled, replaned

If so you should request this samples too.

hkais

did you get support on this case?

google may help

hkais

schau mal hier, ob das helfen würde?

link or merge tickets

hkais

assume you have a external ticket number. And especially enterprises like amazon and others are not really taking care of your e-mail headers to have a auto merging of your tickets in Znuny. Now you want to be able to: 1. search/detect these tickets with generic agent and you can reexecute over and ...

hkais

we have implemented a possibility to extract values from a article/ticket body, subject or header into variables / dynamic fields. e.g. you can extract: - (amazon, ebay) order numbers - external ticket numbers of your business partners - reference Numbers for some processes in your business you can ...

hkais

Checking all filters on the same event .e.g TicketCreate will cause a huge load on large systems an can even lock the system. Also the processing of the E-Mail willl be done after e.g. a Ticket or an Article was creates. The PostMaster Filters are in the preporcessing. Much faster, much more reliea...

hkais

Thats also not the best suggestion. Generic Agents will use up much more resources and they also do not support regular expressions cannot confirm this, if you use event based handling. E.g. on TicketCreate. It may consume a few more CPU and IO cycles but not really relevant compared to the gains w...

hkais

We are developing a extension for GA and we are wondering about the fact, that defining a GA with a Execute custom module Module: (nothing set) Param 1 key: DynamicField_aDynamicField Param 1 value: a value the value will be hard inserted into the DynamicField_aDynamicField why is this behaviour? It...

hkais

Having implemented a transition action, but the population of the parameters of the transition action is not working on the UI So I am not sure if we did a mistake or if we are on the right track? Is there any code sample of a transition action to review, incl. how the population of the config param...

hkais

Report a bug And finally, it seems the processing of either - saving the mail to spool or - reprocessing the mail from spool has a bug, if your e-mail fields like FROM, TO and so on are missing can you clarify this behaviour? IMHO if an untouched e-mail is getting serialized into a file, the reproc...

hkais

very probably something in the log like Could not process message. Raw mail saved If so, you have misconfigured your ExternalTicketNumberRecognition One hint from many years of usage: avoid using anything around PostmasterFIlter, like ExternalTicketNumberRecognition consider the real life example ho...

hkais

Can you check if you find something like in your znuny.log / otrs.log

Code: Select all

PostMaster::SpoolMailsReprocess 
and 
Successfully reprocessed email /opt/otrs/var/spool/problem-email

hkais

okay seems I am using wrong variable names. Let me retry on notes.

But also having the query to be able to use variables for the section Update/Add Ticket attributes

hkais

it really depends what you have done here. Typically the transition action is getting automatically executed, if all preconditions are fulfilled. Lets say you expect to have a dynamic field filled, let us name the field "blaBlaDynField". Your regEx is .+ (means at least one character) and ...

hkais

was here any progress done? Tried to test the variable replacement in Generic Agent without success. Variable is still not getting replaced in Znuny 6.4 Am I doing something wrong here? <OTRS_OWNER_UserLogin> works for me in OTRS 6. Which version are you using? @zzz can you share me a screenshot of ...

hkais

The ticket default ticket number contains a date - system id - 5 digit counter - unique bit. All number generators use the system ID. Your concern is quite obscure. The requirements are also the Ticket Hook and eventually the separator. So many things must come to be, in order to break something he...

hkais

Is the ticket number one in your system, try activating PostMaster::CheckFollowUpModule###0300-Body @disciple, be careful with that feature! if you use the feature and other business partners are using the same ticket number you will end up with merged tickets, which are really annoying or create r...

hkais

zum Verständnis: ein noch nicht im OTRS erfasster Kunde & CustomerUser, kann an eine Mail-Adresse eine Anfrage senden. Kunde ist schon angelegt Diese Anfrage wird zu einem Ticket ja Dieses Ticket soll einem CustomerUser zugeordnet werden ja, Wenn dieser User nicht angelegt ist, dann soll der Cu...

hkais

a) Wie können wir erreichen, das z.B. dass das Realisierungsdatum frühestens am folgenden Tag ausgewählt werden darf. oder b) bei der Ticketerstellung das morgige Datum angezeigt wird ( über die Option "Standard-Datumsunterschied" ), so dass es nicht vom Kunden geändert werden kann Das wü...

hkais

is this issue fixed in 6.4 and integrated in the released version?

hkais

hallo, und erst einmal Danke, wir haben das Problem das es eine MailGruppe gibt, aber der Kunde sich nicht anmeldet. Es werden vom Kunden Fehler als Mail gesendet und dann werden automatisch Tickets geöffnet. Diese Antworten sollten in Englisch sein. Grüße Meyerhans zum Verständnis: ein noch nicht ...

hkais

is it possible to display as a preselected field on the search UI (on which I can add fields)? your question is unclear, can you clarify? also is it possible to display dynamic fields on the search result pages? I tried to find the corresponding screens in Dynamic fields <-> Screens need to check, ...

hkais

no hints in this case?

having faced the same issue here too

after fiddling around found this (german) post, which looks to me related.
viewtopic.php?f=35&t=43180

What format did change, and is there a push/commit to review to understand this issue better?

hkais

perfect thx!

now having high motivation to upgrade to 6.4

hkais

1 Kernel::System::Email Building message for delivery. 07/28/2022 16:27:13 2 Kernel::System::Email Queuing message for delivery. 07/28/2022 16:27:13 3 Kernel::System::MailQueue Serializing and saving message (ArticleID: , Sender: example@, Recipient: example, MessageID: ) 07/28/2022 16:27:13 4 Kern...

hkais

Johannes wrote: ↑28 Jul 2022, 17:24 Does this answer your question?

yes, thank you!
Even if I would like to follow the process of course during it is ongoing. Means before October.

hkais

thank you all for the clarification

I have one last thing open

the current work on 7.0 is it in a hidden or private repository?
AFAIK work on the major 7.0 features are already ongoing a while?

And how does the process look like for this "head development"?
Is it closed source progress?

hkais

owi wrote: ↑26 Jul 2022, 07:50 https://github.com/znuny/Znuny/branches

thank you for the link
but the link is not answering my questions

Where are sources of 6.5 and 7.0?
And is there any intermediate work to see on 7.0?

hkais

Something like: docenfeature.md · master · Znuny Private Znuny4OTRS-DashboardWidgetSearchProfile · GitLab 2022-02-21 20-58-48.png Yes. Its in beta and will be available later. Probably 6.4 Note: No features will be added to older releases. Hi Johannes, seen the release of 6.4 and was happy to prepa...

hkais

Hi there,

is there anywhere to see the source/repo progress on 6.5 and on 7.0?
Especially about 7.0 I would like to follow the progress

best wishes

hkais

haven't seen this listing of the new features. Thx for the link

hkais

wondering if Znuny4OTRS-GIArticleSend is or will be part of the distribution 6.0, 6.1, 6.2, 6.4?

Any overview of the plugins, which are incorporated into znuny already?

hkais

I am still on 6.1

Any chances to reset escalation based on getting into pending state and entering pending reminder?

hkais

Hi there, I am struggeling with escalation times. Assuming having a new ticket, which escalation on first response time and update time Typically we reply on all new tickets to the clients. But sometimes we have more time to respond on first response. In this case we set these tickets on Pending Rem...

hkais

@freerickhan,

your message is sadly unclear.
What is your issue and what merging is still happening?

hkais

hier gibt es 3 Lösungswege: 1. Problem mit Hardware (RAM) erschlagen 2. Problem eingrenzen, warum mehr RAM benötigt wird 2.1 die Anzahl der Apache Prozesse begrenzen und deren Lebenszeit "verkürzen" damit der Speicher wieder freigegeben wird 2.2 die MySQL/Maria genauer unter die Lupe nehme...

hkais

wie Groß sind die verlorenen E-Mails?
Haben diese Anhänge?

Mal auf POP3 connector umstellen, ob es damit dann besser wird?

hkais

leider viele Bilder, die man als Text suchen kann ... Im Editor gibt es eine Code section. Zurück zu deinem Thema, kannst Du mir folgendes bitte binär (ja/nein) beantworten: 1) kannst Du ausschließen, dass es keine weitere Person oder Dienst gibt, die auf das Postfach zugreift: AUSSER und ausschließ...

hkais

1. "Hast Du denn schon das OTRS Logfile analysiert? Hast Du schon geschaut welche IPs auf das Postfach zugreifen?" Das erfolgte schon mehrfach, bitte einfach meine Antworten lesen und nicht wiederholt das bereits Beantwortete nochmals anfragen. 2. "Deiner Erwartungshaltung finde ich ...

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