Search found 47 matches
- 14 Mar 2024, 14:14
- Forum: Help
- Topic: Slow page loads [SOLVED]
- Replies: 6
- Views: 835
Re: Slow page loads
@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...
- 14 Mar 2024, 12:56
- Forum: Help
- Topic: Slow page loads [SOLVED]
- Replies: 6
- Views: 835
Re: Slow page loads [SOLVED]
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...
- 14 Mar 2024, 11:34
- Forum: Help
- Topic: Slow page loads [SOLVED]
- Replies: 6
- Views: 835
Re: Slow page loads
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...
- 13 Mar 2024, 23:53
- Forum: Help
- Topic: Slow page loads [SOLVED]
- Replies: 6
- Views: 835
Slow page loads [SOLVED]
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...
- 24 Oct 2023, 16:14
- Forum: Help
- Topic: Random LDAP auth problem
- Replies: 1
- Views: 1556
Random LDAP auth problem
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...
- 22 Oct 2023, 03:23
- Forum: Help
- Topic: Dashboard broken after upgrade to 7.0.12
- Replies: 1
- Views: 1415
Dashboard broken after upgrade to 7.0.12
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...
- 11 Aug 2023, 12:41
- Forum: Help
- Topic: Agents cannot create ticket from calendar appointment
- Replies: 1
- Views: 1565
Agents cannot create ticket from calendar appointment
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 ...
- 07 Aug 2023, 13:02
- Forum: Help
- Topic: Hiding mentions in dashboard for closed tickets
- Replies: 1
- Views: 1000
Hiding mentions in dashboard for closed tickets
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
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
- 01 Aug 2023, 18:42
- Forum: Help
- Topic: Show closed tickets in Customer User Information Center
- Replies: 2
- Views: 553
Re: Show closed tickets in Customer User Information Center
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 ...
- 01 Aug 2023, 18:18
- Forum: Help
- Topic: Show closed tickets in Customer User Information Center
- Replies: 2
- Views: 553
Show closed tickets in Customer User Information Center
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 ...
- 27 Jul 2023, 22:18
- Forum: Help
- Topic: [SOLVED] Adding additional agent field in v7
- Replies: 4
- Views: 648
Re: Adding additional agent field in v7
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
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
- 27 Jul 2023, 20:20
- Forum: Help
- Topic: [SOLVED] Adding additional agent field in v7
- Replies: 4
- Views: 648
Re: Adding additional agent field in v7
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.
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.
- 27 Jul 2023, 20:01
- Forum: Help
- Topic: Ticket tagging / classification
- Replies: 2
- Views: 540
Re: Ticket tagging / classification
Thank you Roy.
I was leaning towards that but I just needed a second opinion from one who knows for validation.
I was leaning towards that but I just needed a second opinion from one who knows for validation.
- 27 Jul 2023, 19:16
- Forum: Help
- Topic: Ticket tagging / classification
- Replies: 2
- Views: 540
Ticket tagging / classification
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...
- 27 Jul 2023, 17:57
- Forum: Help
- Topic: [SOLVED] Adding additional agent field in v7
- Replies: 4
- Views: 648
[SOLVED] Adding additional agent field in v7
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...
- 05 Apr 2023, 14:43
- Forum: General
- Topic: 6.5.1 to 7 Upgrade issues
- Replies: 6
- Views: 3021
[SOLVED] Re: 6.5.1 to 7 Upgrade issues
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.
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.
- 05 Apr 2023, 00:01
- Forum: General
- Topic: 6.5.1 to 7 Upgrade issues
- Replies: 6
- Views: 3021
6.5.1 to 7 Upgrade issues
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...
- 14 Nov 2022, 01:10
- Forum: Help
- Topic: Ticket salutation template - insert customer firstname
- Replies: 2
- Views: 382
[SOLVED] Re: Ticket salutation template - insert customer firstname
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.
Turned out I had an error in my mappings. I had left it as UID instead of UserPrincipalName.
Cheers.
- 07 Nov 2022, 21:44
- Forum: Help
- Topic: Ticket salutation template - insert customer firstname
- Replies: 2
- Views: 382
Ticket salutation template - insert customer firstname
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...
- 22 Aug 2022, 20:24
- Forum: Help
- Topic: MS 365 IMAP oAuth2 seems to be broken since upgrade to 6.4.2
- Replies: 3
- Views: 2723
Re: MS 365 IMAP oAuth2 seems to be broken since upgrade to 6.4.2
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
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
- 22 Aug 2022, 19:52
- Forum: Help
- Topic: MS 365 IMAP oAuth2 seems to be broken since upgrade to 6.4.2
- Replies: 3
- Views: 2723
MS 365 IMAP oAuth2 seems to be broken since upgrade to 6.4.2
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...
- 14 Mar 2022, 16:08
- Forum: Help
- Topic: Azure AD Agent <--> Group assignment
- Replies: 2
- Views: 441
Re: Azure AD Agent <--> Group assignment
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
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
- 13 Mar 2022, 20:03
- Forum: Help
- Topic: Azure AD Agent <--> Group assignment
- Replies: 2
- Views: 441
Azure AD Agent <--> Group assignment
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...
- 13 Mar 2022, 15:23
- Forum: Help
- Topic: Broken package after upgrade
- Replies: 8
- Views: 1345
Re: Broken package after upgrade
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...
- 11 Mar 2022, 20:52
- Forum: Help
- Topic: Broken package after upgrade
- Replies: 8
- Views: 1345
Re: Broken package after upgrade
That's great - thank you Roy.
I'm back in now!!
I'm back in now!!
- 11 Mar 2022, 19:43
- Forum: Help
- Topic: Broken package after upgrade
- Replies: 8
- Views: 1345
Re: Broken package after upgrade
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][...
- 11 Mar 2022, 16:38
- Forum: Help
- Topic: Broken package after upgrade
- Replies: 8
- Views: 1345
Re: Broken package after upgrade
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...
- 11 Mar 2022, 16:09
- Forum: Help
- Topic: Broken package after upgrade
- Replies: 8
- Views: 1345
Broken package after upgrade
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...
- 05 Jan 2022, 01:18
- Forum: Help
- Topic: mysterious outbound messages to root@localhost
- Replies: 1
- Views: 564
mysterious outbound messages to root@localhost
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...
- 06 Aug 2021, 13:28
- Forum: Help
- Topic: New build suggestions
- Replies: 1
- Views: 361
New build suggestions
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...
- 22 Mar 2021, 12:37
- Forum: Help
- Topic: View ALL my Agent tickets
- Replies: 2
- Views: 867
View ALL my Agent tickets
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...
- 27 Jan 2021, 17:21
- Forum: News
- Topic: Security release 6.0.31
- Replies: 2
- Views: 5726
Re: Security release
Congratulations and appreciation from the community on this Milestone!!!
- 27 Jan 2021, 14:57
- Forum: Help
- Topic: Chat Communication Channel
- Replies: 3
- Views: 1602
Re: Chat Communication Channel
Thanks for the reply Roy - that's the wrong answer though
- 27 Jan 2021, 13:21
- Forum: Help
- Topic: Chat Communication Channel
- Replies: 3
- Views: 1602
Chat Communication Channel
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...
- 09 Feb 2017, 17:45
- Forum: Help
- Topic: [SOLVED] Cannot create items in CMDB
- Replies: 2
- Views: 1048
Re: Cannot create items in CMDB
... and just discovered it has been fixed in recent update!
Sorry for wasting time.
Sorry for wasting time.
- 09 Feb 2017, 17:33
- Forum: Help
- Topic: [SOLVED] Cannot create items in CMDB
- Replies: 2
- Views: 1048
Re: Cannot create items in CMDB
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!
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!
- 09 Feb 2017, 17:18
- Forum: Help
- Topic: [SOLVED] Cannot create items in CMDB
- Replies: 2
- Views: 1048
[SOLVED] Cannot create items in CMDB
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, ...
- 23 Jan 2017, 17:22
- Forum: Help
- Topic: ITSM Change email notification language
- Replies: 2
- Views: 1592
ITSM Change email notification language
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...
- 22 Jul 2015, 12:46
- Forum: Help
- Topic: appliance - problem displaying 'Ticket Queue Overview'
- Replies: 3
- Views: 1771
Re: appliance - problem displaying 'Ticket Queue Overview'
I ended up doing a clean install of v.4. It all works perfectly now.
sorry that doesn't help you though.
sorry that doesn't help you though.
- 16 Sep 2014, 19:30
- Forum: Help
- Topic: appliance - problem displaying 'Ticket Queue Overview'
- Replies: 3
- Views: 1771
appliance - problem displaying 'Ticket Queue Overview'
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...
- 04 Jul 2014, 14:31
- Forum: Help
- Topic: [SOLVED - I Think!] Using SSL cert with Appliance
- Replies: 1
- Views: 1182
Re: Using SSL cert with Appliance
[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.
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.
- 01 Jul 2014, 20:10
- Forum: Help
- Topic: [SOLVED - I Think!] Using SSL cert with Appliance
- Replies: 1
- Views: 1182
[SOLVED - I Think!] Using SSL cert with Appliance
Hi I have the OTRS Appliance v3.3.8 installed and running. I would like to user our company's wildcard certificate for the web server but I am struggling to get it working. I have followed the guide here: http://www.komaii.com/linux/otrs-ssl-on-openSuSE11/ but the server does not respond on port 443...
- 16 Oct 2013, 16:24
- Forum: Help
- Topic: [SOLVED] Postmaster filter on sending server
- Replies: 2
- Views: 1005
Re: Postmaster filter on sending server
Result!
Works perfectly.
Thanks crythias.
Works perfectly.
Thanks crythias.
- 16 Oct 2013, 15:00
- Forum: Help
- Topic: Can we have Single email Id for multiple Queues
- Replies: 2
- Views: 1937
Re: Can we have Single email Id for multiple Queues
Hi If you have two pop/imap mailboxes - one for each email address your customers are sending to this will work. Configure both mailboxes under: Admin :: Postmaster Mail Accounts. then create two postmaster filters using the 'To' condition and setting the 'X-OTRS-Queue' header to the desired queue. ...
- 16 Oct 2013, 14:42
- Forum: Help
- Topic: [SOLVED] Postmaster filter on sending server
- Replies: 2
- Views: 1005
[SOLVED] Postmaster filter on sending server
Hi I have been using the postmaster filter successfully to drop new incoming emails into their respective queues based on the sending email domain. We now have a scenario whereby one email domain is used by several offices but we need to drop each office's emails into a different queue. I am trying ...
- 18 Jan 2011, 20:44
- Forum: Help
- Topic: Additional field in ticket list in Dashboard
- Replies: 5
- Views: 2772
Re: Additional field in ticket list in Dashboard
OK, I managed to work out how to do it - it is virtually the same as the tweak I made in v. 2.4.7. In Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl amend the DataTable starting at line 91 to: <table class="DataTable"> <tbody> <!-- dtl:block:ContentLargeTicketGenericRow --> <t...
- 18 Jan 2011, 19:22
- Forum: Help
- Topic: Additional field in ticket list in Dashboard
- Replies: 5
- Views: 2772
Additional field in ticket list in Dashboard
Hi I have just upgraded from v 2.4.7 to 3.0.4. It has all gone pretty smoothly apart from one small snag. On the old version I managed to add some extra columns to the ticket lists on the dashboard: New Tickets: Add customer email Address Open Tickets: Add customer Email address & Ticket Owner (...