Znuny Open Source Ticketsystem

lis9

Hello!

I think that the easiest solution is to set Service as mandatory on the screen. Additionally you can use Znuny-AutoSelect extension -> if Service contains only one item it will be auto selected.

Daniel Lisiecki

lis9

Thank you very much for your opinion. I've created the issue on GitHub for this.
https://github.com/znuny/Znuny/issues/694

Daniel Lisiecki

lis9

Hello, Following up on the issue with attachment encoding, I've identified the root cause. When the OTRS_TicketArticleAdd operation is invoked, it calls the Kernel::System::Ticket::Article::ArticleCreate module internally. My investigation shows that this module saves the attachment file directly in...

lis9

Hello, I’m encountering an issue with my outgoing WebService integration. I’m communicating with the DHL Api2 (SOAP) using the getEpod method to retrieve a proof of delivery in PDF format. The communication works smoothly, and I receive the response correctly. However, I have to store the payload as...

lis9

According to your questions, the answers are: 1) Yes, it works seamlessly, even on multiple backends (local DB and LDAP). 2) No tricks needed Just make an effort and look into the Kernel/Config/Defaults.pm for available options, and just read the documentation. LDAP configuration on customer side st...

lis9

Hello! I would like to add a menu item on customer.pl site. This menu item should call my process initial form. My menu item configuration looks like this: Zrzut ekranu 2025-04-15 o 12.26.38.png But unfortunately, when I choose this menu, the Process form isn't populated, and I have to select proces...

lis9

1. Check incompatible extensions
2. Try running Admin::Config::FixMissingFrontendFiles, Maint::Loader::CacheCleanup and Maint::Loader::CacheGenerate from znuny Console.
3. Consider migrating to 7.1.x

DL

lis9

Hello! My Znuny instance is fully authorized in local AD via LDAP module. We run into two problems: duplicate logins and duplicate email addresses due to GDPR-related retention on AD side. On the Znuny side, the agent account is authorised either by login or email. Is it possible to configure LDAP a...

lis9

Hi! Im just curious about keyboard shortcuts for CKEditor. Where are they defined. I've found IMHO bug in CKEditor shortcuts configuration, that didn't exist in previous releases of Znuny 7.x. In Poland we use mostly american international keyboard, and polish diacritic signs we reach using alt-<let...

lis9

Bug #640 is verified and waits for fix. Thank you!

lis9

Problem is with ITSMIncidentProblemManagement plugin (v. 7.1.1)
Deinstaling it fixes the problem.

lis9

Thank you Johannes for your reply. I've checked carefully the cause of this problem. The result of my investigation is bug #640 on GitHub. In my opinion problem is with AccountingTime functionality. Every time I add some time units to the note, the ticket gets distorted. When I remove by hand accoun...

lis9

Should I report a bug on github?

Daniel

lis9

Has no one encountered this behaviour of the Znuny 7.1?

lis9

AFAIK there is unfortunately no dynamic field type attachment in Znuny, and there is no extension to this.

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Daniel

lis9

Is ticket01 unlocked?

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Daniel

lis9

Hello! I would like to ask for new behavior of Znuny 7.1.3. In older versions, like 6.x on ticket zoom screen we could see ticket metadata on ticket informations widget (right upper side of ticket zoom). For instance informations like: owner, responsible and accounted time. In Znuny 7.1.3 i have obs...

lis9

Hi

Zrzut ekranu 2024-12-6 o 23.26.14.png

this setting produces close time in CSV file.

Daniel Lisiecki

lis9

I hope the screenshot will help you find the settings you need.

Zrzut ekranu 2024-12-3 o 18.22.47.png

Zrzut ekranu 2024-12-3 o 18.41.43.png

Daniel

lis9

The problem was in extension package Znuny-SearchFrontend
Uninstalling this package repairs everything.

lis9

Hello! After upgrading 6.5.11 to 7.0.19 my dashboard is getting disordered. I've tried many methods of migration, even clean installation of 7.0.19, then attaching DB from 6.5.11, Migrating it with script to 7, e.t.c. The problem starts when I sync configuration from migrated database and have upgra...

lis9

You can achieve this goal using Generic Agent, including change in process activity. Changing addtional dynamicField can trigger additional email reminder.

lis9

Thanks for your reply. Unfortunately, there aren't just these 3 errors. Those are 3 TYPES of errors :( Currenly I am trying to run indexing on production environment, and constantly receiving such error (for article index): Message: Query failed for engine: Kernel::System::Search::Engine::ES. Messag...

lis9

Hello! In documentation to Znuny-Search plugin there is [1.3.1]: “Daemon::SchedulerCronTaskManager::Task###SearchEngineReindex”, cron task which re-indexes data at specified time when there is a mismatch between sql and elasticsearch object count, [...] • “Daemon::SchedulerCronTaskManager::Task###Cu...

lis9

Hello! I'm testing ES indexing for Znuny. My database is really big, (f.i: ticket_history has over 118 mln records, tickets over 11 mln), therefore testing such solution is essential. During first indexing of ticket index I receive (in system log) three types of errors: Fri Feb 16 09:08:48 2024 (Eur...

lis9

Thank you so much! You helped me a lot!

Best regards!

Daniel

lis9

Thanks for this tip!

Daniel Lisiecki

lis9

Thank You for your very quick reply. I had this solution in mind, but this is only applicable if child tickets are process tickets too (as its parent). So my choice is: write a module and attach it to ticket create event using Generic Agent, or make the child tickets process tickets with two activit...

lis9

Hello! In my process i have to create child ticket to my process ticket. The child ticket is a simple ticket in different queue. The action I want to do is to close all process ticket children when one of transitions occurs. Of course I can use ForeignTicketID or ForeignTicketNumber parameter to clo...

lis9

You can change default state on new note screen: Ticket::Frontend::AgentTicketNote###StateDefault it will change state to open when new note is added. This setting is available to almost every dialog: emails, phone, e.t.c Ticket state, that is updated by customer's responds by email, can be change i...

lis9

I have found that problem is in Kernel::System::PDF file. In function _CurPageDimSet [...] # set CurPageWidth if ( defined( $Param{Width} ) && $Param{Width} >= 100 && $Param{Width} <= 10000 ) { $Self->{Current}->{PageWidth} = int( $Param{Width} ); $NewValue = 1; } # set CurPageHeight...

lis9

Hello! Is this possible to configure CMDB (General Catalog) like this: to show read-only to agent this ConfigItems, which he/she owns? I have created a role, which contains itsm-configitem group in read-only and it is working as expected, but I am thinking how to restrict output only to owned config...

lis9

Hello! I would like to create custom PDF document - kind of small sticker label size 5x3cm. In my custom module (I run it in GenericAgent when process changes its Activity): [...] my $nalepka = $Kernel::OM->Get('Kernel::System::PDF'); my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout...

lis9

Thank you Roy, for your suggestions.
Parent's ID is just a my choice.
BUT your link to new transtion action parameters is just great! I didn't noticed that! I asked about it in this thread: viewtopic.php?f=53&t=43400 but no one has answered me

Thanks a lot!

Daniel

lis9

There are possibilities. For instance: if you have OTRS 6.0.x you probably need perl module for this (I have written once such a module). For Znuny 6.x you have invoker for outgoing webService, which gives more possibilities (I use it in newer processes), for instance: when creating child ticket I s...

lis9

This is error_log stack trace: ERROR: OTRS-CGI-70 Perl: 5.26.3 OS: linux Time: Tue Feb 21 10:17:43 2023 Message: Need ID! RemoteAddress: 10.21.4.29 RequestURI: /otrs/index.pl? Traceback (1419323): Module: Kernel::System::StandardTemplate::StandardTemplateGet Line: 152 Module: Kernel::Modules::AgentT...

lis9

Hello! Since OTRS upgrade to version 6.4.5 from from 6.0.30 I have problem with this error in system log, for instance: Mon Feb 20 15:32:50 2023 (Europe/Warsaw) error OTRS-CGI-70 Need AttachmentID or StandardTemplateID! Mon Feb 20 15:32:50 2023 (Europe/Warsaw) error OTRS-CGI-70 Need Text! Mon Feb 20...

lis9

No

Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.

Daniel Lisiecki

lis9

Did you set Ticket::MergeDynamicFields setting before?

Best regards
Daniel Lisiecki

lis9

Run ArchiveSystem feature (Ticket::ArchiveSystem), then set GenericAgent job for setting archive flag for closed tickets older than 2 weeks. The follow-ups that come to archived tickets will create new ticket, but your agents should learn how to find archived tickets (there is special flag for searc...

lis9

Everything looks fine except two things: In generic agent MyNotoficationSelector = Selected should be used in section ADD/Modify TICKET parameters, NOT in select ticket filter. This agent simply should CHANGE/SET DynamicField value, not use it as ticket filter! On the other hand in notifications dia...

lis9

Hello! Try this: 1) create DF type text and name it for instance MyNotificationSelector 2) create Generic Agent job which runs every hour (or minute, or any other interval) which select every ticket in queue you wish, and sets DF MyNotificationSelector to value "Selected" 3) create notific...

lis9

try running pending command check manually first.. su -c "bin/otrs.Console.pl Maint::Ticket::PendingCheck" -s /bin/bash otrs The result is the same, as in the first post: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::PendingCheck-70 Perl: 5.26.3 OS: linux Time: Wed Jan 4 12:25:53 2023 Messag...

lis9

Hello! A would like to ask for Your opinions about this error. Daemon job PendingCheck returns error: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::PendingCheck-70 Perl: 5.26.3 OS: linux Time: Tue Jan 3 15:44:42 2023 Message: Need CustomerID! Traceback (3972410): Module: Kernel::System::CustomerCompany...

lis9

Hello!

I would like to ask for a roadmap information for 6.4 functionality:
- Add notes to linked tickets* (released as add-on).

Is this add-on already available?

Daniel Lisiecki

lis9

there are a lot of possibilities: use filters on incoming email, use generic agent, show responsible listbox on forms you need

Daniel

lis9

Uncheck Ticket::ResponsibleAutoSet in Core->Ticket

Daniel

lis9

Yes you can load user data into database table and attach it to znuny as Customer User Backend. The documentation is here: https://doc.znuny.org/doc/manual/admin/6.0/en/html/external-backends.html#customer-user-backend It is possible to send automatic email to every backend record, but you have to d...

lis9

put this code into the <yourfilename>.xml and place it in Kernel/Config/Files/XML/ <?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Application"> <Setting Name="DashboardBackend###1100-MyTicketsList" Required="0" Vali...

lis9

Hi Johannes, Thank You for your reply. As you suggested I've created translation file in GitHub repository. I hope I've done it correctly (for the first time :)). Unfortunately it was RPM upgrade from 6.0.40, so the old XML files just existed in directory, and Maint::Config::Rebuild --cleanup did no...

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