Znuny and ((OTRS)) Community Edition

alexus

Hi

It's possible to create custom form for ticket create with custom development.

alexus

Hi,

Please describe your need in details - what where how it should works?

alexus

Does anyone understand what they mean by that 8) ? https://corporate.otrs.com/otrs-group-discontinues-its-community-edition-until-further-notice/ OTRS Group Discontinues Its Community Edition Until Further Notice Cupertino, February 24, 2021 – OTRS Group is taking immediate advantage of the innovati...

alexus

jojo wrote: ↑22 Feb 2021, 14:00 Check the setting Ticket::Watcher

This is a better solution than "Ticket::Responsible". But it depends on your goals

You can also try some commercial addons i.e. https://youtu.be/NqASonsoRhk

alexus

Try to rebuild Ticket Index - https://doc.radiantsd.com/doc/manual/ad ... otrs-index

alexus

Hi,

For minot update you should't reinstall third party plugins

alexus

problems with database consistence. That possible... Article storage is file storage in another AWS EC2 instance, mounted to OTRS as NFS. Article size is 78G. DB is on Galera cluster, and all query goes via proxysql to Galera. DB size is - otrs | 6145.83963398 in Mb. At the same time, other service...

alexus

Black Linux Magic or problems with database consistence.

alexus

Hi,

It looks like there is no that Article in the database.

arberod wrote: ↑26 Jan 2021, 15:47 Message: No such article (TicketID=146594, ArticleID=898238)!

alexus

Hi,

You can use PostMaster Filters to find customer email in the email and set this email as a customer login

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alexus

Hi,

Another option is dropdown Dynamic Field. Just setup this DF i.e. with name Source and select values anywhere - AgentPhoneNew, TicketZoom actions.
Benefits of this solution - easy reporting by Source

alexus

jbaptiste wrote: ↑26 Jan 2021, 22:18 should the agent select tickets by for example escalation time, "ticket escalation time reached with the next xxx minutes" and then on update/add ticket attributes set the name of the dynamic field ?

Yes, exactly!

alexus

Hi,

Try to clear cache

Code: Select all

sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup

alexus

Есть ещё вот такой аддон, там можно свою матрицу статусов и некоторые действия настроить для каждого типа тикета
https://rs4otrs.com/products/advanced-t ... 594b&_ss=r

alexus

Hi,

There is a build-in web-service

818f727d75.png

alexus

Hi,

1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger
2. Create 2 Generic agent job to check escalation and to set the triggers
3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName)

That's it))

alexus

Я не на самом деле не понимаю, что Вы хотите сделать.
В OTRS кнопка Ответить - это ответ по почте клиенту по тикету. Если надо назначить тикет на другую рабочую группу в OTRS, то надо просто изменить Очередь. Для чёткого понимания опишите детально весь процесс обработки тикета.

alexus

You should check JS scripts also. It looks like a custom whith JS in /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketProcess.tt

alexus

Там нельзя. А чём смысл ответа без темы и без текста?

alexus

It looks like a custom development not in addons. It would be great if you provide screenshot in english.

alexus

Так где конкретно?

alexus

День добрый!

Вы пишете в теме про ЗАКРЫТИЕ тикета, а теле - про ОТВЕТ. Это в разные окна точно. Ответ в почту точно не может быть без темы и тела письма.

alexus

Hi,

... or this - https://doc.radiantsd.com

alexus

Hi, One of the options for solving this problem is the use of standard OTRS REST API - method TicketGet. You can specify how detailed the ticket information will be. For every ticket you can get JSON data. If you need only list of tickets without articles you get use SQL-request - SELECT * from tick...

alexus

https://otrs.com/product-and-service-life-cycle/ - the picture looks strange and does not correspond to the statement made

alexus

((OTRS)) Community Edition - what next? Episode 1 — The Phantom Menace A long-long time ago, in a galaxy far, far away … … the first sub CreateTicketDB was written. From an e-mail handler OTRS has evolved into a powerful ITSM solution. For a long time, the system used to be the only free open sour...

alexus

Hi,
1. Update OTRS framework
2. Update addons if there are a new versions
3. Check addons functionality to be sure

Thats it)). You don't need to remove or reinstyall addons

alexus

Hi, Roy Whatever the add-on is, it's always not only the suspension of a state to prevent escalation. There's also a reporting possibility needed, which is not solved by just measure the difference between the first response and solution because the work time calendar needs to be considered. Our add...

alexus

Hello,

1. Check Limux Secure mode options
2. Run SetPermissions script

alexus

It work by system design.
With our add-on you can stop escalation time for specified states.

alexus

That's a good question. This is what the dept. manager requested. I'm just an IT worker trying to do what I'm asked. I think that unlocking the tickets for out of office agents would be a better idea, but I'm waiting for what the business people have to say. Ok, please inform us about business feed...

alexus

RichH wrote: ↑10 Aug 2020, 17:58 Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?

Who is creating a new note? For what purpose is it necessary to inform the client about the absence of an agent?

alexus

Hi, I got it running with Pacemaker/Corosync, MariaDB / MySQL Master-Master setup, Shared Storage with DRDB. Basically it depends on your definition of HA and the accepted time to switch from node to node. Invest enough in the infrastructure and there's no need for additional OTRS add-ons. Keep in ...

alexus

dfoliveira wrote: ↑31 Jul 2020, 15:23 I added the types I use in OTRS

You have a system design problem. Ticket type is a process. Incident, Request, Problem, RFS
It is highly recommended to use ticket types strictly as intended.
New is Status.
Legal and Access are Services.

alexus

Could you please show your Types

alexus

Hi, I need to add new Customer User using OTRS API. I am using OTRS 6. I tried to made that without success. Anyone can help me please? Thanks! Dear Mulham, We have an extended REST API for Customer and Company operation - CustomerCreate, CustomerUpdate, CompanyCreate, CompanyUpdate. Feel free to c...

alexus

You need small custom development

alexus

Hi,
Just create a new ticket state "Resolved" with state type "pending auto +". If customer not answer ticket will be closed. Additional setup is need here /otrs/index.pl?Action=AdminSystemConfiguration;Subaction=View;Setting=Ticket%3A%3AStateAfterPending

alexus

Thank you, Emin. Our next step is iOS app

alexus

Hello,

Just use Queues with groups and assign agents in the proper groups.

alexus

RS4OTRS Closure Code
RS4OTRS Closure Code
Description
The module is designed to fill in closing codes when closing tickets.
Key features
• Adding closing codes
• Assigning closing codes to services

alexus

1.Хотя бы минорный апдейт до последней актуальной версии 5ки можно сделать
2. Мы можем обновить до 6ки любые кастомы

3. На Cenots 6 - да, проблема, потому что там репы старые. Можно же и на новый сервер перенести, это вообще не проблема.

alexus

Добрый день!

надо дебажить, ну и обновлять версию до последней. На Эксче ошибок нет?

alexus

I want the subject and the body to also include the name of the new owner, so I tried to add <OTRS_OWNER_UserFirstname> to the beginning of the subject and body. But all that did was actually write out <OTRS_OWNER_UserFirstname> as if it were regular text and did not actually add the owner's name. ...

alexus

RS4OTRS Ticket Create Scheduler add-on Description The module is designed to create scheduled tickets from predefined templates. Key features • Tickets creation at a set time • Tickets creation at predetermined intervals · Minute Interval · Hourly interval · Daily Interval ...

alexus

RS4OTRS Queue Change And Reopen Counters add-on Description The module counts the number of movements in the queues, as well as the number of reopennings and writes them to dynamic fields Key features • Records the number of movements in queues in a dynamic field • Records the number of reopennings...

alexus

RS4OTRS Macros Description Creating a note or email reply form with any set of ticket attributes. Key features • Creating macros for individual actions • Editing, grouping, creating a hierarchy of macros • Applying macros depending on ticket attributes • Limitations of macro visibility by dynamic f...

alexus

Hello everyone! We’re glad to inform you that another two new add-ons (one free and one available for commercial use) are now available via our marketplace. Please find the descriptions for the 2 new add-ons below: RS4OTRS Ticket Life Cycle Description Accounting for the time spent by the ticket in ...

alexus

Hello everyone! We’re glad to inform you that another two new add-ons (one free and one available for commercial use) are now available via our marketplace and there even more coming out next week! Stay tuned! Please find the descriptions for the 2 new add-ons below: RS4OTRS Ticket Owner Agent For S...

alexus

Hello everyone! Today we’ve published a new add-on on our marketplace for you. Want to preview attachments without downloading? Want to download all attachments from a ticket at once? Attachment Management add-on will help you - https://rs4otrs.com/collections/productivity/products/attachment-manage...

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