Znuny Open Source Ticketsystem

disciple

You may tinkering around at AddOption (add mail-subject option), and then point EmailSend api (subject) to take the value from it.

with tinkering you mean to modify core file of Znuny, and to be specific to develop something?

If programming... I am very probably lost..

afaik this is a simple ...

disciple

after searching a while I found that the

$HOME/bin/otrs.GenerateStats.pl -n 10020 -f CSV -r tom@domain.com -r fred@domain.com -r tony@domain.com -m "Weekly Open Ticket Report" -F WeeklyOpen

was changed to

otrs.Console.pl Maint::Stats::Generate --number ... [--params ...] [--target-filename ...

disciple

okay let me check this. Even though I would not like to give power users access to configurations in systemConfiguration.

It would be great if it would be possible to do it as a generic agent. But the generic agent is missing the other fields for scheduled executions (e.g. day of month) like ...

disciple

I have found a few very old entries about scheduling reports via OTRS.

If I understand it well, right now the scheduling of the reports have to be done via crond

I am wondering if there is a more power user friendly way via the UI to schedule reports creation?

disciple

if a user merges a ticket into a wrong direction, the custom fields are getting fully deleted.
No prior question, no "are your sure, that ..." nothing.

wrong direction is in our case mostly: older ticket gets merged into newer ticket

It would be great if I could configure a prior check on the ...

disciple

Hi,

can I define a default status after replying or sending a new e-mail ticket?
e.g. I would like to have "pending reminder"
and ideally with a default pending of e.g. 48h

is this somehow possible?

disciple

sorry did not get it as a clear question.
It read to me like a ironic question

TimeUnit was intended to be the Accounted Time value, which is by default available to znuny. So probably ?not? a dynamic/custom field

Really, just another real question: Do you expect that the Accounted Time ...

disciple

okay thank you, did not know the cron for this

after the cron did not fire I have executed

cd /opt/otrs
sudo -u otrs ./bin/otrs.Console.pl Maint::Ticket::PendingCheck

It took a while without any update, but my named ticket is still in
pending customer state and not in open state

disciple

okay now got it.
But thank you for clarification and for your time.

I had a mess up in the e-mail structure, and this can be caused by the regex wrongly created by the user
I thought it maybe a bug, why the regex matching was messing up the e-mail structure.

I will stay on my possition to avoid ...

disciple

sorry did not get it as a clear question.
It read to me like a ironic question

TimeUnit was intended to be the Accounted Time value, which is by default available to znuny. So probably ?not? a dynamic/custom field

disciple

thank you for clarification.
Now hopfully have a better understanding

So I tried following to test my changes:

I have created now a new State
pending customer as Type pending reminder

sysconfig Ticket::StateAfterPending
added here
pending customer -> open

The pending feature worked (ticket ...

disciple

disciple wrote: ↑25 Aug 2022, 13:59 Roy, maybe I am to blind or stupid

okay both

thank you!

disciple

if not, how can use a add-operation in a transition action for the TimeUnit?
Or do you suggest a better automated way?

disciple

Hi,

No this is not possible. For this value there no entry in the table where the search is performed.

- Roy

Thank you for your info.

I am not clear on what you refer to. On DB tables you can search

<> '' OR IS NULL
or some DBs
NOT IN ('', NULL)

But I assume you know this?!?

Also is there ...

disciple

puhhh....

will this change with your named searchAPI change? (hopefully))

disciple

is it possible to use a search to find all non entered values of a dynamicField which is(was) optional?

E.g. if you have a select box with:

<nothing>
something1
something2
something3

i would like to search for <nothing>

maybe this is related to this: https://community.znuny.org/viewtopic.php?f ...

disciple

maybe I have an issue in understanding well Znuny States.

Let me write down my understanding:

pendingReminder is a status to help, that something is pending and a agent shall be reminded.
But there is also a pendingTime which is around to help the agent to defer a pendingReminder ticket

So from ...

disciple

Johannes wrote: ↑17 Aug 2022, 16:39 Hi,

ok. No, I just wanted to help.
I already know what the error is / was.

Thanks

what was the error of the message format mess up?

disciple

Roy, maybe I am to blind or stupid :(

using this UI:
/otrs/index.pl?Action=AdminDynamicFieldScreenConfiguration;Subaction=Edit;Type=DynamicFieldScreen;Element=Ticket%3A%3AFrontend%3A%3AAgentTicketSearch%23%23%23DynamicField#

what I am having is underneach
"Filter assigned elements"

Here I have ...

disciple

I am not being able to increment the TimeUnit in a transitionAction

I thought it would be done with:

TransitionActionType: DynamicFieldIncrement

Key: TimeUnit / Value: 1
Key: Value / Value: 25

But the TimeUnit is not getting incremented.
What happens, is that the TimeUnit on the left hand ...

disciple

Check system configuration for

Ticket::Frontend::AgentTicketSearch###DynamicField
Ticket::Frontend::AgentTicketSearch###DefaultColumns

Thank you the DefaultColumns did the trick!

But this is really confusing. I add it to the corresponding UI mapping in DynamicFields to Screens, and you have ...

disciple

Is it possible to define the output (the columns) of the results in a search?

depending on the usecase I have different columns to show. And I have for each usecase a saved search. So it would be great if I could use custom outputs for custom saved searched

disciple

Use case is to give a agent controller a overview of "open" ticket to be processed

How can I create a saved search with:

- new
- open
- replied (a custom state)
- pending reminder where pending time exceeded

I can handle everything well, but the last entry "Pending time exceeded" I either do not ...

disciple

maybe a stupid question.
How can I search for numbers only in a search dialog, especially on GA-Search?

I have a dynamic field, there I know where are only numbers, but it could also be empty. So I would like to identify in a search following cases:
- non-empty
- numbers only
- letters only

Is it ...

disciple

can you post a screenshot of your config please. I help you to get it right.

you mean the postmasterfilter regex for external ticket detection?

As long as I have no clearance why tickets got messed up, for me the postmasterfilter is not an option to use.
I understand it was initially my ...

disciple

@all, thx for the help
I was a while off, due to unplanned additional effort caused by this issue.

We had to cleanup the mess created by the wrong PostmasterFilter config I created. So now we workarounded the issue, but it is not fixed.

as hkais wrote, I do not understand why my messages got ...

disciple

We had to go through all ticket.
Took 3 persons the full morning till now

Will be very careful in the future about Postmaster changes.

disciple

can I somehow fix the broken tickets? yesterday it took 3 person over 1h each to fix the half amount of tickets..

Means can I rerun the recognition of the fields, so that my tickets are not all corrupted and repaired?

disciple

yes exactly my issues

[Thu Aug 11 08:20:21 2022][Error][Kernel::System::MailAccount::POP3::Fetch][486] Exception while processing mail: Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE @example.com/ at /opt/znu
ny-6.4.2/Kernel/System/PostMaster/Filter ...

disciple

i am getting a new error, which I have never seen before, nor my users have seen them before.

getting to the facts:

- I enabled ExternalTicketNumberRecognition 2.5d ago
- In the night at about 2:13 from my change day to the next day (yesterday) I have got tons of tickets all at the same time ...

disciple

Ahh thank you!

That was so hidden to me. Searched it in the deploy section not in the config section.

disciple

shawnbeasley wrote: ↑10 Aug 2022, 16:36 No, you can continue to extend it indefinitely (in theory), without issue.

thank you!

disciple wrote: ↑10 Aug 2022, 14:05 One question is from my side still unclear.
Do I need one dynamic Field per specific rule or is one dynamic field for all external/foreign ticket numbers?

can you help me here?

disciple

owi wrote: ↑10 Aug 2022, 14:59 Both is possible!

yes seen this, but this makes it also so confusing if you are a starter.
But now I have clearance to move ahead with roles

disciple

thank you for clarification

One question is from my side still unclear.
Do I need one dynamic Field per specific rule or is one dynamic field for all external/foreign ticket numbers?

the limit of 8 is comming from the XML?
Or is it a general limit of Znuny to support only 8?

disciple

thank you for your answer.
Good checkmark for my understanding.

if this is the case the UI workflow is really strange.

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.

disciple

I am trying to understand the concept of Znuny's Users, Groups and Roles mapping.

Somehow I can map everything with everything.

Let me try to explain my viewpoint and maybe Znuny has a different?

A user has in our business one or many Roles.
A role makes him to be part of specific Groups

So I ...

disciple

Maybe a very stupid question, but new on this topic...

I have for test purposes edited a change on:

PostMaster::CheckFollowUpModule###0600-ExternalTicketNumberRecognition

Now I am getting the notification to deploy the selected change. But I do not want to deploy this change. How can I revert it?

disciple

I am fiddling around to find a best way to merge external ticket systems into my ticket

e.g. writing to a external enterprise, they typically have a ticket system with their ID.
But Znuny has it's own ticketID

now I want to merge all external system unique ticketNumbers into my "one" unique ticket ...

disciple

no hints here?

disciple

I have defined a proces, which shall do some manual steps.
So from activity to activity there are transitions, but the transition shall only fire if an agent (human) is switching the process.

How can I ensure, that a transition only gets fired AFTER an agent has switched manually the process ...

disciple

There's no real way to capture the target owner. Is it a third party transferring ownership, or is the person performing the change the new or old owner?

not sure if I understood you right.

It is either a agent (human) or a generic agent or a process which does such a step. But mostly generic ...

disciple

shawnbeasley wrote: ↑08 Aug 2022, 14:04 Are you talking about in Processes or Ticket Notifications?

about a process but there about a TicketArticleCreate of type Note

disciple

How can I add the old and the new owner to the

TicketArticleCreate?
I know the variables
<OTRS_OWNER_UserFirstname>
<OTRS_OWNER_UserLastname>

but how can I define the old respectively the old owner

e.g. with a note:

ownership transfered from <oldOwner> to <newOwner> blabla

disciple

works now! thank you

For what is my initial Action DynamicFieldPendingTimeSet intended to be used?
The name is somehow confusing to me

disciple

RealTillTimeNotUsed is not a ticket dynamic field..this is a one of the ticket attributes (related to ticket in pending state).

You need to

1. Create a ticket dynamic field (type Date or DateTime) (whatever name is it e.g: ABC).
2. Enable it at activity dialog
3. Transition action ...

disciple

Do you attach the transition action to the transition?

yes, another transition action is firing and executing (sending mail)

Make sure the 'Deploy All Processes' button is clicked afterwards..

Perhaps share your Process managment (.yml) file here so others can take a look..
You can ...

disciple

1. Make sure dynamic field type is ticket
2. By default, pending reminder is lowercase

ohh sorry typo... I had it small lettered. So seems not to work for me

Let me explain what I want to achieve.
On the process step, I want to mark the ticket as a pending ticket with a pending time of 5d ...

disciple

Hi there,

maybe a very simple stupid question. But I cannot get the pendingTime update properly set on a process transition.

Right now I am using:
DynamicFieldPendingTimeSet

And I set the field: RealTillTimeNotUsed as dynamic field
and the status to Pending Reminder
and the offset to 5d 0h 0m 0s ...

disciple

okay got both entries, but is there a realistic way to solve my issue?

I do not want to have a false Ticket handling, so enabling it introduces a risk to me.

Is there a best practice to handle my need?

disciple

hi

I am having the situation:

- receiving e-mails which contain a reference to a ticketnumber (not ticketID)
- this ticketnumber is part of the body

How can I now:
- provide a process to an agent to be able to link this fresh received ticket to an existing ticket, which is named in the new ticket ...

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