Znuny and ((OTRS)) Community Edition

rodolfor

Thanks to gsalin and skullz suggestions, I found this document:

https://www.infiniroot.com/blog/1272/ho ... -znuny-lts

rodolfor

Hi all. I want to test the migration from otrs 6.0.29 to znuny 6.5.6. I noticed some difference in database, mainly (I think) the introducion of table permission_groups. In general, when I install a new version, the initial installer (if I select an existing db) updates also the database ? Or, there...

rodolfor

Thanks Roy. In my case, the ticket was created for me by another agent. The procedure is that at this point I send a communication to an external customer. Then I add a "Communication > E-mail outbound" to the ticket. In this case, if I forget to insert the recipient email, I could have th...

rodolfor

Hello Emin, I use 6.0.29

To be more correct, I do not have this issue when I select Tickets > New Email ticket but when I open a Ticket and I go to Communication > E-mail outbound

Thanks

rodolfor

Hi all. I've seen that if I create an AgentTicketEmailOutbound, if I forget to enter the recipient email, when I press the Send button it reports the error and places me on the To field, but the email subject is reset to the default. Is it possible in these cases to make the subject line not reset t...

rodolfor

Hi all. Could you help me to create a dashlet showing only open tickets I (the logged user) created? Is there a particular value to put in the item key "Attributes" to filter only current user in the [create_by] field or it is necessary something else? My goal is to give agents a dashlet w...

rodolfor

Because the size problem is the same?
Mime data, if compressed require approx 20% of space.
If I save them in the filesystem does it save space for the different encoding?
If yes, ho can I convert actuale mime data in filesystem?

Thanks

rodolfor

Hi,
I know it is a database systemist question, but I am going to try to compress tables in article_data_mime_attachment and article_data_mime_plain.
I will try to enable page_compression method.
Is there any advice in going this route?
thanks!

RR

rodolfor

I have no errors anywhere.
The only particularity is that the ticket have 15 articles, and article I try to split have no text in the body.
But trying to replicate in a test ticket works well.

Thanks

rodolfor · Re: split ticket do not attach files if size > 4MB I use 6.0.29 thanks

I use 6.0.29
thanks

rodolfor

Hi all.
When I split a ticket in a new phone ticket, if the attachments of original ticket are > 4MB, the attachments are not copied to the splitted ticket.
There is some parameter to control this?

Thanks
rod

rodolfor

In Ticket.pm I modified the following code adding "ticket_state_id = 4," # Update change time and user ID for main ticket. # See bug#13092 for more information. return if !$DBObject->Do( SQL => 'UPDATE ticket SET change_time = current_timestamp, ticket_state_id = 4, change_by = ? WHERE id ...

rodolfor

I have two tickets: Master and Slave.
How can I set the state of Master ticket to Open when I merge Slave into it?

I tried to use generic agent TicketMerge, but it modify only Slave ticket.

Must I modify TicketMerge procedure in ticket.pm?
Or there is a more standard method?

Thanks

rodolfor

I have two tickets: Master and Slave. When I merge Slave into Master, in system log I have this notice: [Notice][Kernel::System::Ticket::TicketStateSet] Permission denied on TicketID: 53550 / StateID: 9! The ID 53550 is the Slave and 9 is the "meged" state id. Master and slave are in a que...

rodolfor

Thanks!
In what part of the code typically can this be done?

rodolfor

Hi all.
I need to set default values into a new splitted ticket.
In particular I need to set a defalt value in ticket type, empty tag list, queue and responsible.
Any hint?
Thanks.

Rod

rodolfor

Thanks lis9 it works!

rodolfor

Hi all. I need to automatically change the state of a ticket to open, if it is pending, and someone add an article (a note, the customer doing a Re:, etc). I tried to add a job in Generic Agent, activated by the event "Article Create". But the same article I create to suspend the ticket, r...

rodolfor

Thank you root, it works as you said.

However, I thought it was possible to use ACLs.

To do an exercise on otrs code, where I would have to take action to change that option?

Thank you!

rodolfor

I need to set the default of field InformSender =0 when I open AgentTicketMerge
How can I do this?

Thanks
Rodolfo

rodolfor

Thanks Roy, it worked
Rod

rodolfor

I need to import some customers company and relative users.
In my case a costumer is different from another only by customer ID (but with same name).
In Otrs 6 is there a parameter to allow the duplication of customer name?
Thanks

Rod

rodolfor

I have fond a solution: force empty string for CustomerId and CustomerUser.
Is it optimal?
Thanks!

opt_otrs_Kernel_System_PostMaster.png

rodolfor

Hi. In 6.0.1 I need to disable the automatic assignment of customer user from incoming email when email is assigned to an user. I tried to disable AutoAssignCustomerIDForUnknownCustomers with no luck. In newticket.pm I see: # if there is no customer id found! if ( !$GetParam{'X-OTRS-CustomerNo'} &am...

rodolfor

Found solution in
viewtopic.php?t=26219

Thanks

rodolfor

Hi, I need to assign the same email address to the same customer user.
How can I made this?

Thanks
Rodolfo

rodolfor

Thanks root: works well!

rodolfor

In actions like AgentTicketOwner, AgentTicketResponsible and AgentTicketPriority, is there a method to avoid entering a new article, but only change the ticket props?

Thanks

rodolfor

I have installed znuny quick close. How is it possible to hide the "quick close" menu item if the user belongs to a certain group? I think it needs an ACL, but I can't find any examples on how to make a menu entry appear/disappear. EDIT: To hide the menù quickclose to users belonging to gr...

rodolfor

You have reason.
This solution works only because this groups are the same.
I choose this solution because otherwise, if I extract the groupID from property > ticket > queue , in the "Close ticket" action (I do not have the queue displayed) the filter was not applied.

rodolfor

Thanks Roy. I discovered thant case sensitive is crucial. This ACL works: StopAfterMatch: 0 ValidID: 1 ConfigMatch: Properties: User: Group_rw: - Customer service ConfigChange: Possible: Ticket: State: - '[regexp]^SC\s' - '[regexp]^010\s' - '[regexp]^020\s' - '[regexp]^110\s'

rodolfor

Hi all. In communication forms, I need to filter only a subset of states available for agent, in function of the queue of the ticket. In this case, if the queue belongs to group 9 I want to show only states with name starting by "SC " But this ACL do not change nothing in state list. Where...

rodolfor

Thank you all for the valuable information.
I will try these techniques and post here the solution I find.
thank you!

rodolfor

Hi.
I need to write a note in the parent, when one of its chils closes.
Does it exists a component to do that?
Or in wich module (and possibily method) I need to modify the code?
Thanks.

rodolfo

rodolfor

Hi all.
In otrs I can see "New phone ticket" and "New email ticket".
Is it possibile to add a new type of creation, like "New shop ticket" to use when the user ask for support when is phisically in the shop?
Thanks

Rodolfo

rodolfor

Hi all.
How is it possibile to write a dashlet showing tickets where the agent is Responsible?
Now I have a widget for each Agent (using TicketGeneric module), but I'm serching for a simpler solution.

Thanks

Rodolfo

rodolfor

Thanks, it works.

rodolfor

Hi all. When I insert a new ticket, leaving empty owner and responsible, owner and responsible are set to the agent inserting the ticket. Each time another agent insert a note or reply to the ticket, owner and responsible are resetted to the new agent. Is it possible to leave untouched the responsib...

rodolfor

Hi all. I need to implement OTRS6 only for internal use, i.e. a support service dedicate to other otrs agents. The support have its own queue: sysint All agents have rw permissions in this queue. When an agent create a ticket in sysint, the ownership is taken by the agent. I need a dashlet where the...

rodolfor

Thanks Johannes. The ticket is created by an internal people who send an email, then the agent sets the correct customer user If I open the ticket and press "Reply all", the customer user address is always in "To". Where, in the code I can intercept the reply and reply all functi...

rodolfor

Hi all. I'm testing otrs 6 in a organization where otrs do not communicate directly with customers. The emails are sent only inside the organization (recipients are not agents) also if a ticket is assignd to a specific customers. In particular, they works on a ticket using the function "Reply&q...

rodolfor

Thanks, it works!

rodolfor

Suppose I have queues Q1, Q2, Q3, Q4, Q5 and an user U1 that is the owner of Q1 and Q2, has rw on Q3 and Q4 and has no permissions on Q5. I should make two new dashlets: - the first one listing the tickets with open statustype, of the queues of which U1 is owner (Q1 and Q2) - the second that lists t...

rodolfor

thanks!
The dynamic field with multiselect is perfect.

rodolfor

Hi all.
Is it possibile to associate more types (like tags) to a single ticket when it is created?
Thanks

Rodolfo

rodolfor

Thanks skullz!

rodolfor

Thanks Roy.
Could I write directly to databaser, then call something to update the cache?
(this dynamic field is not modified elsewhere)

Or better: could I create a customer user dynamic field based on an incomig email?

Thenks

rodolfor

Hi all.
I need to add (or remove) a dynamic field "value" to CustomerUser (the dynamic field itself is also configured).
Is there an example on how to use and configure rest api to do this?
Thanks

Rodolfo

rodolfor

job.png

ticket.png

rodolfor

Thanks Alexey. Notifications seems to works. The problem is only on the Notes inserted by a generic agent job. Now I receive these notifications: Use of uninitialized value $Param{"From"} in quotemeta at /opt/otrs/Kernel/System/Email/Sendmail.pm line 66. Use of uninitialized value $Param{&...

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