Znuny and ((OTRS)) Community Edition

Dear community This comes out of a thread started in the General board. The initial request was In the same manner that you map agents to only see certain queues, I'd love to see the ability to map agents to see only certain customers. We have agents dedicated to a certain queue and they can still s...

@PensrodCC asked We have instances where we have agents dedicated to a certain queue and they can still see other customers. @root asked back What exactly do you mean by "see other customers"? Other customers' tickets or are they able to see the customer when selecting a customer user? Nob...

Mine is a bit simpler but the same in needs. I am the owner of the ZNUNY deployment. I have customers A,B,C & D. I need to create an agent that works for company A so they can work tickets within their company. But, I only want them to see users within company A. As it stands now, they can clic...

I guess we have the same problem. But let me first be clear about what exactly you need. My situation is - The OTRS server is owned and managed by company A - Customers are from companies x, y, z - Some Agents are from company A - Other Agents are from companies B, C, D. - B, C, D are subcontractors...

root wrote: ↑22 Sep 2022, 08:17 So, you never access your attachments again?

I said "mostly"

99% of my attachments are used at most once, then fill up the archive forever. That's why I suggested S3. It can swallow huge amounts of data at very little cost, as long as you don't retrieve it.

Both EFS and EBS are viable, it depends on your needs and preferences.

What about S3 mounted as a filesystem? In my experience, the OTRS Article storage is mostly "Write Once Read Never". An S3 bucket with an intelligent storage class is probably the most cost effective solution for that.

I do not fully understand what you mean by "after replying or sending a new e-mail ticket". Did you try Ticket::Frontend::AgentTicketCompose###StateDefault and Ticket::Frontend::AgentTicketEmail###StateDefault ? The full list of StateDefault settings is: Ticket::Frontend::AgentTicketBounce...

Do not deploy.

In Admin -> System Configuration, enter the name of the item ( PostMaster::CheckFollowUpModule###0600-ExternalTicketNumberRecognition) into the search field and hit Enter.

Click the hamburger menu in the top right.

Click "Reset Setting"

Click "Confirm".

The UI implies, that the user has to be assigned to a group. But the UI shall provide the steps from Users to assign Roles. Both is possible! User -> Group User -> Role -> Group A user does not need to have any role at all. Direct group membership is possible. Regard roles as "collections of g...

Hi Thank you very much for digging into this. By the way, did you make sure that the ticket Owner is *not* UserID=1? Yes, you can see it in my screenshot. I use "customer-1" The ticket owner is an agent, not a customer user. I can not see the ticket owner in your screenshots, therefore I a...

Des weiteren hat der ein Administrator (d.h. ein Agent-Benutzer in der Gruppe "admin") die Möglichkeit, die Kundensprache zu ändern:

Kunden -> Kundenbenutzer-Verwaltung -> Benutzername -> Sprache Benutzeroberfläche -> Speichern

Jeder Kundenbenuzter kann sich seine Sprache individuell eintsellen:

Einstallungen -> Sprache Benutzeroberfläche -> Sprache -> Aktualisieren

After some debugging, I found a solution, but I don't understand it. Kernel::System::Ticket::TicketPermission() runs four ticket permission modules: Kernel::System::Ticket::Permission::OwnerCheck Kernel::System::Ticket::Permission::ResponsibleCheck Kernel::System::Ticket::Permission::GroupCheck Kern...

Johannes wrote: ↑29 Jul 2022, 15:25 And again,
this is working fine:

By the way, did you make sure that the ticket Owner is *not* UserID=1?

root wrote: ↑02 Aug 2022, 11:55 One small question: do you use the TicketNumber or TicketID in the URL when you call the web service?
- Roy

I use the numerical TicketID, i.e. the DB field otrs.ticket.id.
We are not interested in the ticket number varchar otrs.ticket.tn.

Othmar

Johannes wrote: ↑29 Jul 2022, 15:25 If customer group support is enabled, you need to take care of the correct permissions there.

The problem is independent of the setting of CustomerGroupSupport.

Permission is denied not by missing customer user permissions, but by mismatching agent owner.

Thanks, Johannes, for trying this out. You are right, I am probably making a stupid mistake somewhere. So let me explain in detail what I am doing, maybe the mistake is obvious. I create a webservice Provider: Operation: PutState: Description: Update the ticket state Type: Ticket::TicketUpdate Mappi...

Johannes wrote: ↑28 Jul 2022, 16:41 Just because some other software uses "7.0" as version number, we should skip it? And move to what, 14? Twice as good? ... no. Only possible version would be 21,23 or 42 or 420 .

Well, yes

But it's your choice. Never mind

Thank you very much for looking into this. In the meantime I found that the permission is only denied for states that have types of "closed" or "pending". Your example worked because you set the state to "open". For closed and pending states, there are additional permis...

And is there any intermediate work to see on 7.0?

There should probably never by a Znuny version 7.0. It might be confused with OTRS version 7.0 which is not open source.

Read e..g https://www.znuny.org/en/blog/why if you are not familiar with the history of Znuny and OTRS.

Hi I am developing a REST webservice that can create and modify tickets. The API user is authenticated as a Customer User, because he really is a customer and I don't want him to have Agent permissions. Creating tickets works fine, but when it comes to updates (e.g. change State), permission is deni...