Znuny and ((OTRS)) Community Edition

hkais

yes having one advice: never trust microsoft ;-) Especially if you hand over data to them... They give their best to make the best for their profits with you data.... and especially with your high dependency to them ;-) Anyway if you want to stick to Microsoft I would only use a replaceable solution...

hkais

Hi, I need to configure two different mail domain accounts to send mails from different queues Thanks, Maurizio Hi Maurizio, I would not mess around with a local MTA if you do not have a admin, who knows MTA handling very well. Instead the easiest and best debug-able option is to configure under Ad...

hkais

it would be possible with custom coding.
But maybe you shall explain the requirement behind it.

Using CCs with a service management tool sounds like doing the service management ass backwards (not ment to be rude, but did not find better translations...)

hkais

Hi! I'm getting a timeout, the standard timeout of 600 seconds, when some emails are being fetched. They always contain jpg images. I've tried to debug this by sending jpg images to the email account. It seems like the limit is around 15MB size of the attachment before I get a timeout. Do anyone kn...

hkais

It's global, and I did not see any restriction to queues mentioned in the initial post. - Roy IMHO it is inherrent a restriction, if you have to do something globally, instead of having the freedom to choose where you want to use it. Anyway the user has now both options to define it globally for al...

hkais

root wrote: ↑03 Apr 2024, 15:33
That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Really don't know why the wheel needs to be reinvented.

- Roy

I know this feature only as global config (for all Queues)
How can I limit it to only specific queues, which are possible with the GA?

hkais

Hello folks, I hope everyone is alright. The institution I work at entrusts us to send an email to the user every time we move their ticket to another queue. The thing is, I work in first line IT support and I do a lot of redirection. This new rule is slowing me down tremendously - I have to reply ...

hkais

Hello together, In AgentTicketZoom there is the gear icon for settings Here the users can configure their Articles view between: - show one article - show all articles Is there a global setting to deactivate this feature or a option to enforce "show all articles" I could not find it in sys...

hkais

have you upgraded ONLY debian
or did you also upgrade znuny on this way too?

AFAIK you did need to upgrade both to do that big version jumps from debian

hkais

Hello together, I am having the query to show the last inbound e-mail article datetime of a ticket in the overview on dashboard and search results. Beside of last change time I did not see an option how to visualize this specific but helpful feature to see what was the last external reply date. Is t...

hkais

thank you!

hkais

Hello Znuny team, we're looking to build or buy something like your https://www.znuny.com/en/add-ons/znuny4otrs-dynamicfieldgroups But we will not require the support packages which are coupled to it. Is there a way to get the addon without support or with billed support by time and material (T&...

hkais

sadly no update here I have found a issue in the regex in the github code, which is not matching. If I reset it back to regex of 6.4 the code seems to work somehow. There is also one issue found in the github issues, which states that the plugin was disabled fully. Are there any plans to reanable it...

hkais

Hi together,

I am not sure, but I could not find a setting to enable the resize option of the editor (new, reply, forward) on the lower right corner.
I can only use the full-screen option in the toolbar.

Have I missed a setting in Znuny for this feature or is it dropped from 6.x to 7.0?

hkais

after packaging it ourself, we cannot find the feature of having the configuration pane anymore.

here the search dialog of znuny 6.4 with the Widget installed

Screenshot_03454.png

and on 7.0 I cannot find this

Have i missed something, or am I doing something wrong?!?

hkais

I tried to install on znuny 7.0 the package Znuny-DashboardWidgetSearchProfile via znuny/index.pl?Action=AdminPackageManager But it is not showing there. Also checked the linked releases via github project: Install the add-on via the "Znuny Open Source Add-ons" repository or the package an...

hkais

great thank you!
works like a charm

hkais

Hi there, since afaik 6.x it is the default that the article header was displayed. So you could see the FROM, TO, CC and so on. And it was expanded to show the email alternative name beside of the real e-mail address. I could not find any configuration to configure the behavior back to not need to c...

hkais

thank you!

Is any path available to reset the users dashboard without messing around in the database?
Would require to reset the users dashboards which I changed to have some default columns.
Asking to enable powerUsers to do so, and do not wnat to give them access to DB

hkais

znuny 7.0.11 changed the default columns from (1: available) to (2: enabled by default) but the columns are not showing for existing users. This is the case for new and open tickets. How can I drop the users configured columns and to take over the configured defaults? From develepment perspective, i...

hkais

any hints here?

hkais

Hello, I am using OTRS 4. Our ticket creation and delete the email after ticket creation via POP3 works fine but sometimes exchange server doesn't work and show the below error message - 'POP3: Auth for user email ID/IP failed!' When exchange server starts working, all the stuck emails starts gener...

hkais

Hallo zusammen, wir haben seit längerem das Problem, dass die Druckaufbereitung via AgentTicketPrint und darin das Aufrufen des Herunterladen-Dialogs sehr langsam sind. Nach dem Klick auf "Drucken" dauert es in der Regel mindestens 8 Sekunden bevor die PDF-Ansicht geöffnet wird. In der PD...

hkais

Hello, I have a question about the setup of generic agent in OTRS Zunny. I set a generic agent to change the ticket state if some conditions is true. But one of these conditions is an dynamic filed ( ii see the field in Addition ITSM fileds ). For this dynamic field i set a default value ( I called...

hkais

I am about implementing extensions with GenericAgents and are facing some strange inconsistencies. I tried to identify the transaction demarcation of the Generic Agents, but could not fiddle them out. How is the transaction handling done on Generic Agent calls? Especially the calls from GAs to custo...

hkais

einfach noch das https:// davor hängen, dann klappt es auch da

hkais

ja, da ist beim dynamic field zu setzen

unter
Show link:

https://[% Data.deineVariable | url %]

steht aber unten drunter wie es zu handhaben (wenn auch nciht ganz selbsterklärend)

hkais

Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-2ce_ac`, CONSTRAINT `FK_article_flag_article_id_id` FOREIGN KEY (`article_id`) REFERENCES `article` (`id`)), SQL: 'EXECUTE FKStatement' habt Ihr in der Vergangenheit manuell gelöscht (in der Datenbank)? @root, s...

hkais

Mein eigentliches Problem war, dass ich mich nicht getraut hab mal einen GA anzulegen und auf "jetzt ausführen" zu klicken. -> Wenn ich das gemacht hätte, hätte ich gesehen, dass mir die betroffenen Tickets erstmal angezeigt werden. :roll: viel Spaß mit den GAs ;-) Du wirst Sie bald liebe...

hkais

bei der Anzahl der Tickets, welches wir schon haben, fällt die manuelle Anpassung pro Ticket auf jeden Fall aus. :D Da werde ich vielleicht mal einen GA versuchen - den wollte ich eigentlich vermeiden, da ich vorher nicht prüfen kann, welcher Tickets der anpasst (safety first, vertrauen ist gut - k...

hkais

Genau - und da liegt aktuell das "Problem". Dadurch, dass wie die Kunden bisher nicht wirklich verwendet haben, haben wir diverse Tickets der Nutzer, welche als Kundennummer und Kundennutzer die Absendermail haben. Wenn ich jetzt den Kunde und den dazugehörigen Kundennutzer anlege, werden...

hkais

Ich will dich nicht stoppen, aber mit einem Free-Addon von uns (ExternalURL Jump) und einem Stück XML geht es bereits ohne coden. 1) Addon über den Package Manager installieren. 2) Danach Menu Punkt deaktivieren System Configuration - Admin - znuny-642itsm 2022-08-30 21-54-56.png 3) XML Anlegen unt...

hkais

lege den GA Job an, und setze Ihn nach Ausführung auf invalid.
Du wirst Ihn bald wieder benötigen

hkais

kannst du etwas zu deiner Erweiterung erzählen, was du vor hast?
Vielleicht können wir hier dann auch mehr Tipps geben?

hkais

Ich musste da jetzt erstmal ein wenig drauf rum denken. Und versuche hier jetzt mal so neutral wie möglich zu antworten um dir und den Mitlesenden zu erklären wo ich die Hauptunterschiede sehe und warum GA kein Ersatz sind. Die Testbarkeit ist beim GA ungefähr genau so schlecht wie bei den PM Filte...

hkais

Das ist meine Filter-Konfig: https://community.znuny.org/download/file.php?id=8299 Die Benachrichtigungen kommen aus den Ticketbenachrichtigungen. Damit sieht es für mich aus, als wenn er Owner und Resp. nicht zieht. Nehmen wir ein konkretes Beispiel heran. 1. Ändere mal den Queuenamen von ii:QM =>...

hkais

nun ja, ich verbreite Wissen welches auf (leidiger) Erfahrung basiert. Insb. dann wenn ein PostmasterFilter in die Hose geht, gehen oft auch komplette Inhalte von E-Mails flöten, die dan mit viel händischem Aufwand repariert werden müssen. Diesen Umstand benennt allerdings niemand bei den Postmaster...

hkais

ich möchte gerne per PMF-Job den Besitzer und Verantwortlichen eines neuen Tickets setzen. Die entsprechenden X-OTRS-Owner bzw. Responsilbe Felder habe ich, aber wenn ich da den Loginnamen der Agents eintrage, wird es trotzdem nicht gesetzt. Ich vermute, ich muss die Syntax der Agentnamen ändern? K...

hkais

@disciple do not take him too serious Either he is hiding behind the flat screen, or weary about answering over and over the same question, or pushing you into his business consultancy, or simply it is a IT guy, who has some lack of empathy to starters ;-) But anyway he is often here helping others....

hkais

no hints here?

hkais

von welcher Version kommend (auf 6.0.45)?

hkais

it is a matter of decision, to implement on our own, or to let it implement.

But here it is a economical decision. So unclear how to get down to it.

hkais

Hi there, I am wondering what the best practice is to extend core files? e.g. I would like to extend in the AgentTicketZoom a feature which we would like to use to have a clickable Queue in TicketInformation.tt Sadly it is not clear how to extend this in the template file? Means is there something l...

hkais

Ich habe nun eine Anpassung in der Priority.pm versucht indem ich das SQL um einen Order by erweitert habe. Hi @narbe09, ich habe mir den Code nicht angeschaut, aber ich wäre definitiv umgekehrt rangegangen. 1. UI checken, da die Prio-Zahlen vorangestellt werden, wird in der SelectBox sicherlich ei...

hkais

Hi Johannes, thank you for your clearance. 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? first of all: performance is a very wide aspect. We implement new features with performance in mind, bu...

hkais

I doubt that. Without touching the code it does not matter how you search. We could already search for empty fields. The API is capable of this. It is not implemented in this module. The new SearchAPI won't change this. (for now) Do you mean the new SearchAPI == elasticsearch or do you mean to impl...

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...

Search found 287 matches