Znuny Open Source Ticketsystem

Hi All,

I need to update OTRS from current CE 6.0.30, to Znuny latest one, since i need to move on OAuth 2.0 for fetching/sending mails:

Here is brief from environment:

**OTRS**:
PRODUCT = OTRS
VERSION = 6.0.30
BUILDDATE = Tue Sep 29 15:59:13 CEST 2020
BUILDHOST = otrsbuild.otrs.com
COMMIT_ID ...

Hi we have OTRS 6.0.30 version, connected to AD via LDAP to get users as customers.

I would like to set "BusinessArea" attribute from AD, where we can see tickets coming from different Business Units(snip 001).

So far, i was able to set it under "Customer ticket information" as additonal field ...

Hi Wurzel,

Thank you for your reply.

we use Microsoft Exchange Online for mail server, and yes Sendmail is configured


SendmailModule: Kernel::System::Email::SMTPTLS
SendmailModule::Host: smtp.office365.com
SendmailModule::Port: 587

along with username and password for AuthUser and AuthPassword ...

Hi we have sendmail configured for sending ticket replies, using port 587.

all works fine, except when sending emails, TLS encryption is not used(tlsversion=NONE in logs)(logs from email server)


PSComputerName : outlook.office365.com
RunspaceId : 86aa4b90-4d93-4746-a2af-af8e1e5c2f0b ...

Actually,

I found workaround, that is working fine:

Ticket::Frontend::AgentTicketNote###State

Here, i can set the state of the ticket.

Thanks.

Aleksandar

Hi Flo,

Thank you very much for your answer and notes.

I already set the setting, which indeed set the newly submitted ticket state to "open" instead of "new"(snip 001), also part of desired configuration.

1. What I would like to achieve is the option within assigned ticket from particular agent ...

Hi,

I'm trying to add few more ticket states.

Within those, agent would need to have possibility to change the ticket state, after ticket is assigned to particular agent (like "wip" - work in progress), see snip

I've tried several option, didn't work.

Any suggestions?

Thank you.

Aleksandar.

Hi skullz,

Your proposal works very well!

Tested and validated, all fine.

Many many thanks!

KR,

Aleksandar

Hi Emin,

Thanks for reply,

It's even more close now , just Dynamic field get's the full generated string (from Microsoft power app) - see snip

I would need to have it fetched up to Country section.

Fell free to see the snip, it's more clear there.

Thanks.

Hi to All,

I have defined dynamic field, that contains Country names, dropdown list, labeled: "Country"(snip 001)


- When user send email, inside the body of the message certain country is included, with following string, as example: Country:Sweden

-You can see how filter is constructed(snip 002 ...