Znuny and ((OTRS)) Community Edition

Ok found the issue

One of our customizations overwrites Kernel/Config/Files/XML/Ticket.xml with an old (v6.0) version which will obviously not work.

I'm checking with the developer of that customization if/why it can't go into Custom.

Apologies for the noise.

Hi guys, Adding many debug messages in System/Ticket/Event/NotificationEvent.pm I figured out the problem I think. From my initial debugging the notification was not spawned because _NotificationFilter() returned false when checking for key "AgentEnabledByDefault" because this key does not...

No, the SendAgentNotification action/event is missing in the ticket history. I've attached a screenshot here. I'll try to debug some more as well, could you clarify a bit : - Are those notifications events generated directly after submitting the form or are they added by the OTRS daemon ? I see in p...

After updating from 6.0.32 (last known working config) -> 6.1.2 -> 6.2.2 -> 6.3.4 -> 6.4.3 (current version) we noticed no notifications are being generated. We did not test notifications on the in between versions (6.1, 6.2, 6.3), we went from 6.0 to 6.4 for the OAuth support. I've been looking at ...

After removing the existing OAuth token config and re-adding it via an incognito browser window and signing in to Microsoft with the target mailbox credentials everything started working. I'm pretty sure this has something to do with my current user / current browser session being singed in to our t...

Hope this is the correct place to ask. I've a question about the upgrade guide to Znuny 6.4 at https://doc.znuny.org/manual/releases/installupdate/update/update-6.4.html - Chapter "New Required Modules" lists packages "Crypt::JWT" and "Crypt::OpenSSL::X509" but I think ...

Upgraded our test instance to Znuny 6.4.1, trying to configure OAuth2 against O365 for polling POP3. Running on up-to-date Debian 10. ScriptAlias: otrs/ FQDN: tt-test.domain.com HttpType: https App created in Azure, Redirect URL set to https://tt-test.domain.com/otrs/get-oauth2-token-by-authorizatio...

Hi, We're still on an ancient version of OTRS (2.4.7) but I have a question about the Escalation. When a ticket is in status closed and if a customer then replies to it after some time it will enter the 'open' state again but the ticket becomes escalated instantly. Is this by design and/or anything ...