Znuny Open Source Ticketsystem

Small update on this. Before moving to articleFS we moved to a diferend reverse proxy. This improved some of our issues where page refreshes failed or where extra slow. (Mostly a know issue with Microsoft Entra ID app proxy where many users complain, but they do not acknowledge it exists). Most page...

This is the pull referenced by Roy https://github.com/znuny/Znuny/pull/680

The issues mentioned don't seem big hurdles indeed.
Obviously, once you need to provide support, I understand you need to have your internal procedures/knowledge/people set for containers.

Thank you for your input Roy, In itself, we have no issue managing OTRS inside a VM. However, it does matter to us from the infra side of things. Getting everything to work in a similar way has effect on all sorts of things. Security, tooling, backup and recovery etc, procedures. One of the reasons ...

Hi, - How big is your instance? +-50GB (Larger on disk, we will be optimizing some tables) - Means how many tickets and articles do you have? 483513 Articles; 78154 Tickets; 4135615history entries. - and how many images and files do you have in database? 908063 attachments in the db. - How many acti...

Thanks for your response hkais. That's clear. I do fear to take on containerizing OTRS myself because of those pitfalls (and that we have limited experience with it at the moment). I understand you cannot post anything your company spend resources on without approval. If you where able to post on th...

We are currently moving to containerize part of our environment.
I see no official images exist and soms post of OTRS and older Znuny containers exist.

Anyone knows what the current state of Zuny in docker is please?
Someone has relevant repositories/info to share?

Good day, I'm currently running latest Znuny stable (6.5.*). We noticed performance drops and think we traced it to tickets with Email signatures containing many images. Seems if you have a mail conversation with Emails that contain many images, and replies multiplying this, the database is getting ...

I actually agree with you on this though.
Thanks for your response Roy.

Good day,

I have a config question.
When adding notes/sending mails. I have the option in Znuny (6.5.*) to make the item visible (or not) to the customer.
I can't figure out if/how I can do this for incomming/outgoing phone calls.

Can it be done? Any tips on how?

Thank you in advance.

Hi,

Is there a way to allow showing the accounted time of tickets on the dashboard for open tickets?

I found this https://academy.otrs.com/doc/fao/time-and-quota-management/ and I was wondering if that is something that will/can come to Znuny. As this is a new OTRS feature and the code base is now closed (is it? I think), probably not? Seems like something new in OTRS: https://otrs.com/otrsmag/time...

Thank you Roy!
Testing now, but this seems exactly what I was hoping for.

Thanks Roy, That I understand. The flow at the moment for us is that open tickets need following up. Pending tickets don't. Agents thus don't use several places to know what to follow up on. Changing that flow will lead to mistakes for us. So I was hoping I would be able to push the state to open on...

Good day, I noticed the "transfer notice" on tickets. It allows us to post a notice in a linked ticket. It now allows us to communicate between queues. :-D I couldn't find anything on this in the documentation (perhaps that's on me) and I'm wondering if it could do something. At the moment...

Took me a little while to configure/set up. But it works as it should. Now I have a dynamic field with the ticket ID. When I click it the external ticket opens with the correct URL. Responses are tracked the way it should. Nice. Znuny (OTRS) is so much more configurable then other ticketing systems....

skullz wrote: ↑03 Apr 2024, 12:49 Perhaps you are looking at ExternalTicketNumber Recognition features as describe here https://doc.znuny.org/znuny_lts/annexes ... index.html

You are exactly right, sorry that I totally missed that.
That's simply what I need.

Good day, I'm looking for a way to overcome limitations of external ticket systems and want to run an idea by you. Znuny seems to be one of the few ticketing systems smart enough to actually be able to respond to mail using the original subject. This means that if an external ticket system sends a m...

Hi Flo,

Unfortunatly, not every customer is the same.
Notes exist ofcourse, but they are not perfect. ( a plugin existed to show notifications on contacts or customers, but it's not perfect ).

Good day, Somethimes I have tickets that take to long. Agents keep on logging time on it and handle the ticket wrong. They know they should escalate when a ticket has too many minutes, but they tend to forget :) Can I make Znuny notify someone when a ticket has too many minutes logged on it? Or can ...

I stopped manually refreshing the tokens.
I think you are right and I can safely ignore this...

Thanks for your response!

Hi, I'm switching from basic authentication to Modern Authentication in my Znuny (6.4.5) setup. Sending/receiving mails works fine. But every few days, I get the notification that The token has expired. All I have to do at that point, is click on the notification, press, "request new token"...

Good day, I'm looking for some input on upgrading Znuny from version 6.4.5 to the latest 6.5 release. In the past week I've done the upgrades from 6.0 up to 6.4.5. (And on 6.4.5 I have no issues) The OS is Debian 11. My installation currently has the FAQ plugin active, no others. Upgrading to 6.5 is...