Znuny and ((OTRS)) Community Edition

Rhendak

Hello All, Working my way through process management, I'm coming up with several questions that would make the process management easier. For each of these questions, the follow up question is: If this is not currently possible, will it be possible in the future? Is it a planned feature for developm...

Rhendak

Hi, if you created a dialogue for customers only, the agent can not access it. Nevertheless you should see it in customer frontend. did you deploy the process? Can you show your process? Flo Can't believe it was that simple haha. I forgot to deploy the process. Working correctly now. I did check th...

Rhendak

Hello all, I did a clean install of Znuny 6.5.4. After this I created a process ticket that only visible in the customer interface. However, in the menu in the agent interface, as well as the customer interface, the option "New Process Ticket" is not shown under "Tickets" in the ...

Rhendak

root wrote: ↑21 Feb 2022, 16:58 Hi,

The file Kernel/Config/Files/ZZZAuto.pm does not belong to a version 6. It's a leftover form version 5.

- Roy

So are you saying we should just delete this file?

Rhendak

Hello all, Since a few weeks, we're getting the below error when trying to change certain settings: https://i.imgur.com/6NWvw7u.png There are settings that we were able to change before, but are now longer able to change due to this error. We've tried to apply the solutions found in the topics below...

Rhendak

root wrote: ↑22 Oct 2021, 10:36 Hi,

Try <OTRS_TICKET_CustomerID> and <OTRS_TICKET_CustomerUserID>

- Roy

Fixed with <OTRS_TICKET_CustomerID>. Thank you Roy.

Rhendak

Hello all, I'm having some issues with setting the customer in a TicketCreate. I create a new ticket as a child ticket and try to set the same customer as the parent ticket. I've tried different options to achieve this: Key: CustomerID Value: <OTRS_CUSTOMER_DATA_UserCustomerID> Key: CustomerID Value...

Rhendak

Hi, Are all dynamic fields for the object ticket? - Roy Hello Roy, Yes, all dynamic fields are for the object ticket. https://i.imgur.com/J03kbTC.png They also show up in the main ticket, see the image below: https://i.imgur.com/AenyEc6.png Also the Ticket History mentions all these fields being se...

Rhendak

HI, Why do you test the checkbox fields against 0? - Roy Because when I use <OTRS_Ticket_DynamicField_HWDockingStation> in a ticket notifcation, the value it reports back is "0" or "1". Also the ticket history mentions the same: Robin Changed dynamic field HWDockingStation from ...

Rhendak

Hello all, It seems that I can't get the transition conditions to work correctly or they may not be working correctly at all. I hope someone can help me in finding this out. The customer fills in a form, from this form I want to create 2 transitions: 1. If none of the fields below state any hardware...

Rhendak

So it would seem that the DynamicFields data is set correctly, but it's not being displayed in the child ticket even though they are visible in the parent ticket? Could this have something to do with some settings? Though I have no clue which settings would affect this. For non process ticket: Syst...

Rhendak

Did you check child ticket history ? Thanks Skullz, that was a great suggestion that I did not think of yet myself. The Child ticket history states the following: AGENT ACTION ARTICLE Robin Created ticket [2021101302000281] in "ICT" with priority "3 normal" and state "new&q...

Rhendak

Search for %DataPayload..its should be under TicketArticleCreate docs.. However in your transition action, value of %DataPayload still under TicketCreate I was able to get an article in the ticket following the documentation, however dynamic fields remain unchanged (not working). https://i.imgur.co...

Rhendak

Try 1. Check admin > log 2. Within TicketCreate transition action, also try create article. 1. This is all that the log mentions when the child ticket is created: TIME PRIORITY FACILITY MESSAGE Wed Oct 13 10:01:31 2021 (Europe/Amsterdam) error OTRS-CGI-02 Process: test Activity: Activity-50102fd71f...

Rhendak

UPDATE: I've tried every possible variable I can think of to get this working, but none of them are working. https://i.imgur.com/Ku53h6V.png The documentation mentions DynamicField_NameX => $Value, But this also doesn't work, I cannot get the dynamic field info to display in the linked child ticket....

Rhendak

1. Perhaps check TicketCreate transition action *Creates a ticket with an article, the new ticket can be linked with process ticket. https://doc.otrs.com/doc/manual/admin/6.0/en/html/process-management.html To set it as child ticket and auto inherit current ticket dynamic field value .................

Rhendak

Hello All, We want to make further use of the Process Management function and want to expand on an existing process. Now to do this, we require two functions, which from the GUI, were not obviously available/presented to me. 1. After certain Dynamic fields are modified, we need to duplicate the enti...

Rhendak

I managed to fix this.

During the creation of the report, it does not show an accurate results of the report, because the filters are not applied. However if you add the statistic to your dashboard, it shows accurate results.

Rhendak

Hi, I would check first the settings with a ticket list to make sure that there are really no ticket on the weekend. I hav the same issue one time and it was the SystemMonitoring pugin which also closed the ticket by itself if needed. - Roy That's exactly what I did, however the ticket list does no...

Rhendak

Hello all, I'm trying to create a report, that shows the amount of created tickets over the last month. However, when doing so, I also notice that there are tickets created during the weekend, which is generally not the case in our situation. As a result of this, I tried tampering with the filter ap...

Rhendak

I assume it was a cache issue. It has been fixed now.

Thank you kindly for all of your help.

Rhendak

1. Try at Loader::Module::AgentTicketZoom###002-Ticket 2. Make sure this attmt.js has a correct file permission Thanks for your reply. I've added the setting as you mentioned to Loader::Module::AgentTicketZoom###002-Ticket https://i.imgur.com/RisMomN.png I've also deployed this setting. We've check...

Rhendak

One more question regarding this topic: We've successfully added the javascript in: $OTRSDIR/var/httpd/htdocs/js/thirdparty/attmt/attmt.js as mentioned. In the linked topic, it is stated that: To use this JavaScript, in the SysConfig entry Loader::Agent::CommonJS, add a new entry 010-AttachmentDispl...

Rhendak

a simple word search 'attachment display' would get you here: https://community.znuny.org/viewtopic.php?f=60&t=39836&p=161149&hilit=attachment+display#p161149 Thank you greatly for your swift reply. You've really helped us. We will apply this suggestion immediately. I wish you a very ni...

Rhendak

Dear all, We've recently successfully updated to Znuny LTS 6.0.39. We're now trying to tweak the system a little bit based on feedback of our users. Some of our users mention that when an article has an attachment added to it, the attachment is listed at the bottom of the article. In case the articl...

Rhendak

hi,

Getting some errors:

Rhendak

Hello All, After updating from OTRS 5 to Znuny 6.0.36 LTS, the login button is greyed out and we can no longer sign in. Also the login screen seems to have an incorrect layout. Normally it's a centered square on the screen, however now the login is screenwide size. https://i.imgur.com/RBiL0zN.png I ...

Rhendak

From what i see here, 2 options 1. Use of regex as suggested by flo/wurzel above. Type of linking between condition: OR Condition 1 (And) - DF Status > String > Performed - DF Hard > RegExp > (Laptop|Destop) 2. Multiple OR condition. Type of linking between condition: OR Condition 1 (And) - DF Stat...

Rhendak

try to put in under condition 1 Perhaps that could work, but I eventually need to add all the other hardware as well (as seen in the first image of this topic). Not always all hardware will be checked/selected. So when I put it under condition 1 (which is an and condition), it will either check for...

Rhendak

Currently I have done this: https://i.imgur.com/8BOyr3y.png However, the ticket is not moved to the other queue. Even when I change the value into just "Laptop", it does not move the ticket. When I remove condition 2 entirely, it does move the ticket correctly. This is however not what we ...

Rhendak

I would recommend to update (for various (security) reasons) to Znuny. As of OTRS Community Edition 6 (hence it's working in Znuny, too) you can change the start activity. Thanks, I forwarded this suggestion to my colleague as something we should definitely look in to. How easy would it be to updat...

Rhendak

Hello All, I'm running in to some issues with transition conditions. Basically what I want, is that if in a request hardware was requested, it goes to a different queue instead of closing the ticket. Now some of my Dynamic fields are dropdown's instead of simple checkboxes, so multiple values of the...

Rhendak

Hello All, I would like to know how I can change/remove the start activity from a process in process management. It's not letting me drag and drop the first arrow. The first activity has a trashbin icon, but when I click on it, it gives me an error stating: "This Activity cannot be deleted beca...

Rhendak

Hi Robin, Check your Match settings: - Why are you using PropertiesDatabase? See the explanation in the manual - You want to match a user (=agent) and a customeruser in one ACL. Since there is no User in the customer interface you should consider two ACLs, ne for the agent interface and one for the...

Rhendak

Thanks for your reply Roy. I've applied your suggestion however it still doesn't seem to work correctly. I've tried using both "Possible" and "PossibleNot". I've now done this: https://i.imgur.com/0XlXVOi.png Process ID: https://i.imgur.com/IiH7hRX.png However the process is stil...

Rhendak

Hello all, I'm trying to make a specific process management ticket only available to one user only. However I cannot get it to work. This is what I currently have configured in my ACL: https://i.imgur.com/X7xBdgQ.png I've also tried it the other way around by trying to hide other process management ...

Rhendak

Hello all, I'm running into an issue with Process management and Dynamic Fields. Thought a process ticket, I'm trying to update a single and same dynamic field, with each step of the process to a different value. However, when setting the default value to a different value in another step, the defau...

Rhendak

Thank you for your answer.

Would it be possible to make a field mandatory only after a checkbox is checked, that otherwise isn't mandatory?

Rhendak

Hello all, I've recently inherited an operation OTRS 5.0.3 environment which has been in use for some years. There has been no documentation of the configuration of this OTRS environment. I've managed to get myself fairly familiar with it and I'm currently working on creating some automated process ...

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