Znuny Open Source Ticketsystem

gob

Thanks Roy

I saw that about named matches and wondered if that would do it.
After a little trial and error, that now works.

Thanks as ever.

gob

I'm afraid that didn't work Roy The settings I have are: Search Header Fields: Subject >> (.+) To >> EMAILADDRESS:example@domain.com Set Email Headers X-OTRS-Queue >> Queue 1 Z-OTRS-Title >> URGENT [***} This however gives the following Title / Subject after processing the ticket with the postmaster...

gob

Thanks for your tip @paulfolkers

It's a shame CK5 wasn't a direct drop in replacement/upgrade without affecting the content, but your suggestion does help.

BR
G

gob

Hi I want to add a prefix to the Subject line of an incoming email on a specific queue. I have managed to add the prefix by setting X-OTRS-Title and the prefix appears but I cannot get it to be followed by the original subject. Through my research I have tried the following: [***] - adds the "T...

gob

Hi After running the latest 7.2 upgrade we now have the new CK Editor 5. However I have noticed the line / Paragraph spacing on all templates and auto-responses has been increased which has changed the look of all email designs. Also I have noticed that a logo we have embedded in a template response...

gob

Hi

Yes I managed to get upgraded to the latest (7.2.3)
I ended up stepping through the updates. I think this is how I did that:
7.1.2 >> 7.1.3
7.1.3 >> 7.1. [LATEST]

7.1.[LATEST] >> 7.2.2
7.2.2 >> 7.2.3

gob

Hi Just trying to upgrade from 7.1.2 to 7.2.1 I get the following when running the Migration script at updating the DB (step 7 of 24): Can't use an undefined value as a HASH reference at /opt/znuny-7.2.1/Kernel/System/CommunicationChannel.pm line 475, <> line 3. Installing from source on Debian 12 M...

gob

Hi @virgil
Did you ever manage to get these permissions working?
I'm facing the same issue. Added a new group to Frontend::Module###AdminTemplate and Frontend::Module###Admin but the users don't get the menu items or have permissions on the Templates page.

gob

Hi I just upgraded from 7.0.x to 7.1.2 Unfortunately after the upgrade I get: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Seems the problem is due to the packages: Error: Package FAQ could not be reinstalled. root@otrs-z...

gob

@root I don't think this is a bug as such, but if you have all of your "Bell" notifications enabled in Personal Preferences >> Notifications, that generates a lot of notifications on a busy znuny instance. If you do not clear those notifications the page loads 20 lines of HTML per notifica...

gob

I've managed to resolve the issue now. After looking at the generated page source code I noticed 218,000 lines of code that was generating the Alert notifications dropdown list up in the top right hand corner. I had alert notifications enabled but never actually looked at them or cleared them. Clear...

gob

Thanks both for your replies. I performed the Debian upgrade incrementally last year and also some Znuny upgrades too. Have since upgraded Znuny a few times too. None of the Znuny upgrades have helped the initial load times. I'm happy to upgrade to 7.0.15 but I don't think that will resolve it. I wi...

gob

Hi Been running OTRS/Znuny CE for around 15 years and always found it really performant. My current version is 7.0.13 running in a Debian 12 LXC container on Proxmox. The database is around 20gb. Since upgrading the LXC container from Debian 10 >> 11 >> 12 we've noticed a long delay in the initial p...

gob

Hi I've had two agents suddenly not be able to log into Znuny after it has worked fine for a few years. Seems to be no logic why these two cannot log in - "Login failed! Your user name or password was entered incorrectly." We are using Azure AD >> Azure AD Domain Services with LDAPS. I can...

gob

I've just run a release update from 7.0.7 to 7.0.12. All appeared to go OK, during the upgrade but there are now some elements of the Dashboard which are now broken. The section filter buttons at the top do not work [ All ] [ Reminder Tickets ] [ New Tickets ] etc The [ All ] button remains selected...

gob

Hi I have a specific calendar with permissions assigned to a group. Agents are assign to a Role >> Group >> Calendar The agents when adding an appointment to the calendar do not see the option to generate a ticket from the appointment. I have other calendars / groups / agents who can create tickets ...

gob

Hi

The Mentions panel in the dashboard is really useful, but would be more useful if once a ticket is closed that ticket is removed from the mentions list.
I can't seem to find a way to filter out those closed tickets.

thought I'd ask here before adding as a feature request.

thanks

gob

Yes I have that too Roy, however that is "Customer" closed tickets and not "Customer User" closed tickets. We have thousands of closed tickets for a customer so it doesn't really help. When we search for a Customer user, we see below the summary all of their new | open | pending ...

gob

Hi Hopefully the subject is pretty much self explanatory? Looking for the easiest way to find closed tickets for a specific customer user. Using Status View >> Closed Tickets >> FILTER:Customer User ID doesn't really work as the filter isn't showing all users in our Azure AD to filter from, even if ...

gob

Ah!!!
The new field appears in the Agent Personal Preferences and not where I was looking in the Agent Management screen.

Thanks for your help again @roy

gob

Thanks for your reply @Roy

I'm still struggling to get this showing.
I have tried with your exact text and also substituting the details.
I have tried in the suggested location and also the XML folder, changing the Prio value and reloading the System Configuration each time.

gob

Thank you Roy.
I was leaning towards that but I just needed a second opinion from one who knows for validation.

gob

Hi We are adding a new department to our Znuny service desk and the department requires 5 queues. However for each of those queues they need a mechanism to categorise the tickets for reporting. For example, the Employee Relations queue might have the following categories: sickness absence unauthoris...

gob

Regarding this howto: https://community.znuny.org/viewtopic.php?t=19936 Is this still a valid processes for Znuny v7.x? I have tried dropping the file in the specified folder and refreshed sysconfig but I do not see the new parameter there or in the agent prefs. there is a sub directory called XML i...

gob

Thanks both.
I knew I was missing something on the apache side but was looking in sites-enabled not conf-enabled.

I followed the new install instructions and created a symlink to the new file and all is good.

gob

Hi Trying to upgrade from v6.5.1 to v 7.0.2 using the upgrade guide. System is Debian 11 / MariaDB using source code installation method. Old App user: otrs Old Home DIR: /opt/otrs New App user: znuny New Home DIR: /opt/znuny I had to tweak the installation script a little to execute all commands su...

gob

thanks for your advise there Roy.
Turned out I had an error in my mappings. I had left it as UID instead of UserPrincipalName.

Cheers.

gob

Hi Running Znuny 6.4.3 We are syncing our customer / agent backend to Azure AD. In the standard Salutation when replying to a customer, we have been using: Hi <OTRS_CUSTOMER_REALNAME>, However this inserts the customer's full name and we find this a rather formal response and would rather it display...

gob

a-ha!
Good shout Roy.
I granted my account full access on the znuny mailbox and refreshed the token.
Seems to be working again now!

Hopefully that's it.

Thanks
Gordon

gob

Hi I have been building / testing a new Znuny server on the feature branch with a view to switching over some time in the near future. I first built this when v6.1 was new so it's been a long time in testing. :lol: I previously configured oAuth to collect and send email from an IMAP/TLS mailbox on o...

gob

Thanks Roy. I thought as much.
I can at least still use Azure AD for Authentication and Znuny group management it would seem if I do not use Azure for any group membership.
I will stick with that for now.

Thank you

gob

Hi I have been testing a configuration on a new install using Azure AD DS (Secure LDAP) as the authentication service for our agent accounts. Agents can sign in using their Azure AD creds OK and I can assign Znuny group membership based on the members of an Azure AD group such as for the admin group...

gob

Following up on this, I removed the FAQ and Master/Slave packages from the GUI thinking I could re-install them at a later date. Now however I keep receiving the following email notification from my Znuny server: ERROR: OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-78 Perl: 5.28.1 OS: linux...

gob

That's great - thank you Roy.
I'm back in now!!

gob

I deleted those table entries and cleared the cache but still getting the same on the web GUI. Here is a more detailed list of errors in the syslog, still referencing master/slave and also the FAQ module: Mar 11 17:38:10 otrs-znuny OTRS-CGI-78[416]: [Error][Kernel::System::Web::InterfaceAgent::Run][...

gob

Thanks for your reply Roy As this is a new installation and not currently yet in production (just days of configuration made) neither dynamic fields or Master/Slave functionality have been used. I may have installed Master/slave to try out on a test ticket but it can be removed completely at this st...

gob

Hi I just run the upgrade from 6.2.2 to 6.3.1 on a new install that I am preparing. I was sure it was a clean install with no additional packages but after running the upgrade I am presented with an "Internal Server Error" in the web interface after signing in. In the logs I am seeing: OTR...

gob

Hi I'm just building a new Znuny server based on the 6.2 feature branch rather than upgrading our old production server. I'm close to having the configuration replicated but noticed a lot of failed emails in the communication log - several a minute. Even though the system is currently not in use. Th...

gob

I'm a long time users of OTRS (c. 15 years now) and my current version 6.x has gone through upgrades since v3 I believe. It is getting long in the tooth and with some big changes within our support structure and the new release of v6.1 I am thinking about building a new Znuny / OTRS server. I have a...

gob

Hi I am looking for a way to view All tickets assigned to me as an agent, ideally as a dashboard widget. By ALL I mean tickets that I am either Owner or Responsible for. To include the following statuses: New Open Reminder Pending I have tried the Perl Services - ToolbarTicketOwner package which cer...

gob

Congratulations and appreciation from the community on this Milestone!!!

gob

Thanks for the reply Roy - that's the wrong answer though

gob

Hi We would like to be able to identify tickets initiated on an external chat system (teams / Slack etc) so I was looking to add to the Phone or Email ticket article types to include a Chat option. I then discovered that this seems to already be implemented as a Communication Channel: CommunicationC...

gob

... and just discovered it has been fixed in recent update!

Sorry for wasting time.

gob

I have just found another thread regarding this that suggested it is a browser problem.
I did try in Chrome, Edge and Vivaldi and it didn't work in either, however I have just tried in IE and it works fine!
I guess I need Firefox!

gob

Hi Currently running a clean install of OTRS + ITSM 5.0.14 I have just tried to add some items into the CMDB but after submitting the item, the page refreshes and still displays the item you have entered. When I then check the CMDB there is no item created. This is the same for all CI's - computer, ...

gob

Hi I am running OTRS 5.0.14 with the ITSM modules. Whenever I create a change/workorder etc the notification emails come through in German, despite my agent language being set to English (United Kingdom). I have searched the Sys Config area but cannot find a default notification language. Any sugges...

gob

I ended up doing a clean install of v.4. It all works perfectly now.

sorry that doesn't help you though.

gob

Hi I am running a recently upgraded OTRS Appliance 3.3.9 When I enable the Ticket Queue Overview module on the Dashboard I get an apache error: ' Internal Server Error '. After reloading the dashboard the queue overview then shows ' No data found ' in the dashboard module. Checking the apache log sh...

gob

[SOLVED - I think!]

I copied default-ssl from /etc/apache2/sites-available to /etc/apache2/sites-enabled and configured it for our cert.
then run 'a2enmod ssl' and restarted apache.

Not sure if these tweaks will get over-written with an update though.

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