Search found 425 matches

by Johannes
07 Apr 2025, 17:20
Forum: Help
Topic: Display values as a tree DynamicField Dropdown
Replies: 3
Views: 985

Re: Display values as a tree DynamicField Dropdown

Hi, no, not really. The DF just contain some values, which nobody knows about. So the general ACLs can be applied. Often to handle relations >Ticket Type> Limit content of Field This can be done using ticket attribute relations, using CSV / Excel files. Which might be a good fit for larger installat...
by Johannes
07 Apr 2025, 16:41
Forum: Developers
Topic: Javascript API to access ticket and articles in AgentTicketZoom
Replies: 3
Views: 5782

Re: Javascript API to access ticket and articles in AgentTicketZoom

Hi,
I would doubt that this is "already" solved.
The Ticket and article information are rendered on server side.
The async widgets also wont load JS (JSON), they return html content.

Regards
by Johannes
06 Mar 2025, 22:08
Forum: Help
Topic: Dynamic statistic error while upgrade
Replies: 3
Views: 15866

Re: Dynamic statistic error while upgrade

Yes. Install / update the packages and re run the script.

8)
by Johannes
28 Feb 2025, 12:29
Forum: Help
Topic: Google oauth token administration
Replies: 4
Views: 11799

Re: Google oauth token administration

Hi,

I do not have a real clue what maybe wrong here, but first of all I would update to 6.5. latest.
There were improvements and changes over time.

Second I would check the app config and the OAuth config in Znuny.

But just on your screenshot, no one is able to help.

Regards
by Johannes
26 Feb 2025, 09:52
Forum: Help
Topic: wrong SLA solution time calculation
Replies: 2
Views: 12950

Re: wrong SLA solution time calculation

H, correct SLAs should start counting at "Office" hours only. Those are defined in the calendar. To resolve your problem, we need screenshots / infos from: - SLA itself - Calendar settings from the sysconfig (incl. the timezone) - Ticket history In your example, from all I can tell at the ...
by Johannes
25 Feb 2025, 12:46
Forum: Help
Topic: Upgrade OTRS 5 to 6
Replies: 11
Views: 20816

Re: Upgrade OTRS 5 to 6

Regarding the ITSM. If you don't need them, you can uninstall them. The ITSM was never "needed". Just uninstall before the upgrade. Regarding your random output: You started the Daemon on the shell. Do not do that, the Daemon starts by itself via the cron. Please stop it and wait for it to...
by Johannes
24 Feb 2025, 20:48
Forum: Help
Topic: Upgrade OTRS 5 to 6
Replies: 11
Views: 20816

Re: Upgrade OTRS 5 to 6

+----------------+-----------------+--------------------------------------+-----------------------+------------------------+ | TABLE_NAME | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_TABLE_NAME | REFERENCED_COLUMN_NAME | +----------------+-----------------+--------------------------------------+---...
by Johannes
24 Feb 2025, 20:41
Forum: Help
Topic: Ticketcounter.log in OTRS 6?
Replies: 7
Views: 14264

Re: Ticketcounter.log in OTRS 6?

Hi,

and no it is integrated and no longer a "file".

Regards
by Johannes
24 Feb 2025, 20:40
Forum: Allgemeines
Topic: DashboardMyTickets für Znuny 7.1
Replies: 2
Views: 38382

Re: DashboardMyTickets für Znuny 7.1

Hi,

da musst Du mal helfen. Was genau macht denn die Erweiterung.
Also welche Widgets kommen dazu?

Gruß
by Johannes
24 Feb 2025, 20:39
Forum: Hilfe
Topic: OTRS erstellt keine Tickets aus allen konfigurierten Postfächern
Replies: 1
Views: 9833

Re: OTRS erstellt keine Tickets aus allen konfigurierten Postfächern

Hi, also zuerst zum Log am Ende. Das ist das Generic Interface, also die Webservices. Da nutzt entweder wer eine falsche Kombi aus User und Passwort oder spammt den Endpunkt zu. Das mit dem Mail Problem erstmal wenig zu tun. Zum Mail Setup: Der Sendmail Job scheint zu hängen. Das müsste man manuell ...
by Johannes
24 Feb 2025, 20:32
Forum: Hilfe
Topic: Ladezeiten Unterschiede je Agent
Replies: 2
Views: 11437

Re: Ladezeiten Unterschiede je Agent

Hi, das kann leider viele Ursachen Ursachen haben. Angefangen bei Toolbar Modulen, über eingeblendete Anzahl von Tickets in Übersichten, über den Cache und ggf. vorhandene User Backends. Den Zusammenhang bei neuen und bestehenden Usern sehe ich so - jetzt erstmal - rein technisch nicht. Wenn die Rec...
by Johannes
17 Feb 2025, 11:47
Forum: Help
Topic: App password instead of google oauth in znuny/otrs
Replies: 5
Views: 10811

Re: App password instead of google oauth in znuny/otrs

My suggestion is to use OAuth, if every other support is dropped.
why dont just use OAuth?
my question is still valid
by Johannes
14 Feb 2025, 11:32
Forum: Help
Topic: Error with --force-pid Argument in Maint::Ticket::FulltextIndexRebuildWorker
Replies: 2
Views: 9581

Re: Error with --force-pid Argument in Maint::Ticket::FulltextIndexRebuildWorker

Hi, the issue is more with the cron daemon config. Check your sysconfig: Admin>Sysconfig>Search for Daemon::SchedulerCronTaskManager::Task###ArticleSearchIndexRebuild Hit enter and reset the entry. Then stop your daemon (bin/otrs.Daemon.pl stop) and wait for it to restart. The messages should then b...
by Johannes
13 Feb 2025, 17:46
Forum: Help
Topic: S/MIME decryption options
Replies: 2
Views: 10630

Re: S/MIME decryption options

Hi, I need to use Postmaster Filter and search in Decrypted Body - it does not work now, bcs. it filters encrypted content I want my incomming encrypted mails to decrypt and create readable tickets (plain body) The first thing should work on regular header, not on the body. The StoreDecrpytedBody is...
by Johannes
13 Feb 2025, 17:44
Forum: Help
Topic: App password instead of google oauth in znuny/otrs
Replies: 5
Views: 10811

Re: App password instead of google oauth in znuny/otrs

Hi,

why dont just use OAuth? What rules are changing, can you explain this a bit more?
by Johannes
10 Feb 2025, 09:38
Forum: Allgemeines
Topic: Umbennennen ITSM::ConfigItem::Class
Replies: 3
Views: 23869

Re: Umbennennen ITSM::ConfigItem::Class

Hi,

halte ich auch ehr für keine gute Idee.
In der GUI taucht das doch kaum irgendwo für "normale" User auf. Dort entscheidet doch IMHO der Name?

Meine Frage, wo stört dich das. Dann könnten wir evtl. ehr da ansetzen das die Translations korrekt sind.

Gruß
by Johannes
10 Feb 2025, 09:35
Forum: General
Topic: Ticket informations
Replies: 8
Views: 30337

Re: Ticket informations

Hi, If you are sure that this is not related to any modifications / packages, I think this would be a good idea.
Regards
by Johannes
09 Feb 2025, 18:51
Forum: Help
Topic: Bug with Process UIs? if validation fails transistion triggered?
Replies: 2
Views: 16291

Re: Bug with Process UIs? if validation fails transistion triggered?

Hi, without an example it is hard to tell what is actually happening / where the bug could be. If the validations are "not valid" they should not be triggered. And I did not had this case before, so an example would be nice. If you are sure that this is a bug, a GH issue (with an example) ...
by Johannes
09 Feb 2025, 18:48
Forum: Help
Topic: Dynamic / Custom Fields for Queues?
Replies: 5
Views: 12000

Re: Dynamic / Custom Fields for Queues?

Hi,

no there are no plans for this. As they are considered as no regular business object, but more like an attribute.
Different to tickets, customer(user), cis and faq...

Regards
by Johannes
29 Jan 2025, 17:47
Forum: General
Topic: Ticket informations
Replies: 8
Views: 30337

Re: Ticket informations

This looks totally wrong.

Default:
Monosnap 2021012710123456 - Zoom - Ticket - Znuny 2025-01-29 16-46-09.png
by Johannes
29 Jan 2025, 17:43
Forum: Help
Topic: Dynamic / Custom Fields for Queues?
Replies: 5
Views: 12000

Re: Dynamic / Custom Fields for Queues?

Hi,

you could use Queue Preferences. But those are not available via the GI, as it only handles Ticket attributes by default.
Monosnap Ticket.xml — znuny-655 2025-01-29 16-39-12.png
So without development there is no way to access additional queue information.

Regards
by Johannes
29 Jan 2025, 17:29
Forum: Help
Topic: Upgrading Znuny from 7.0 to 7.1.3 issues
Replies: 3
Views: 13382

Re: Upgrading Znuny from 7.0 to 7.1.3 issues

Having issues with the migration. Executing tasks ... Step 1 of 20: Check required Perl version ... Step 2 of 20: Check required Perl modules ... Step 3 of 20: Check if database has been backed up ... Step 4 of 20: Check required database version ... Step 5 of 20: Check database default storage eng...
by Johannes
29 Jan 2025, 17:02
Forum: Allgemeines
Topic: MailQueue hängt sich auf
Replies: 3
Views: 10711

Re: MailQueue hängt sich auf

Hi,

also Handled Worker Tasks wäre so lang OK, bis der Job wieder gestartet wird (via Shell) oder
ins TimeOut läuft.

Ich würde da ehr, wie geschrieben, mal im Kommunikationslog schauen. Da wird stehen warum es schief geht.

Gruß
by Johannes
24 Jan 2025, 16:38
Forum: Allgemeines
Topic: MailQueue hängt sich auf
Replies: 3
Views: 10711

Re: MailQueue hängt sich auf

Hi, was mich stutzig macht ist die Laufzeit die da in deinem Mail Job steht. :shock: Das wäre ein wenig sehr lang. Kannst Du mal prüfen ob deine Server Zeit passt? Wenn ja, dann bitte einmal bin/otrs.Console.pl Maint::Email::MailQueue --list ausführen. Dann bekommst Du eine Liste der wartenden Mails...
by Johannes
22 Jan 2025, 13:44
Forum: Help
Topic: Dynamic / Custom Fields for Queues?
Replies: 5
Views: 12000

Re: Dynamic / Custom Fields for Queues?

Hi,

can you explain "atop of Queues" a bite more? Maybe with a screenshot
I do not get what you want to achieve at the moment.

Regards
by Johannes
11 Dec 2024, 14:42
Forum: General
Topic: Ticket Notifications when Ticket is Closed?
Replies: 2
Views: 13897

Re: Ticket Notifications when Ticket is Closed?

Hi,

you can change the event in the notification to "TicketQueueUpdate".
This is triggered everytime. NotificationMove only on Open Tickets.

Regards
by Johannes
10 Dec 2024, 12:47
Forum: Hilfe
Topic: Senden von Nachrichten geht nicht :(
Replies: 5
Views: 12314

Re: Senden von Nachrichten geht nicht :(

Hi, du lädst Dir die einzelnen Versionen 6.0 - 7.1 runter und dort findest Du die Skripte. Das sind aber nicht nur SQL Befehle die da laufen, da wird auch noch ein wenig mehr gemacht. Eine ordentliche Migration, mit Altdatenübernahme, geht grob so: - Alle notwendigen Versionen laden - Config.pm kopi...
by Johannes
14 Nov 2024, 09:41
Forum: Hilfe
Topic: Reihenfolge der Ticketsuche beim Postmaster
Replies: 4
Views: 12089

Re: Reihenfolge der Ticketsuche beim Postmaster

Hi, dann gibt es im Standard keine Lösung für dein Problem. Du kannst den Reference Header Filter anpassen und dort eine Nummern Prüfung einbauen. Also Customizing über Custom/Kernel/System/PostMaster/FollowUpCheck/References.pm Wir haben im Tool die Entscheidung getroffen: Gibt es Reference Headers...
by Johannes
10 Sep 2024, 12:50
Forum: Hilfe
Topic: [gelöst] Nach Update auf 6.5.10 - Ticket-Aktions-Menü unvollständig
Replies: 3
Views: 1594

Re: Nach Update auf 6.5.10 - Ticket-Aktions-Menü unvollständig

Hi, ein paar Rückfragen hierzu: - Betrifft es alle Tickets / Artikel? - Kannst Du Notizen erstellen / Ausgehende Emails schreiben? - Erzeug bitte mal ein Telefon Ticket, pack eine Notiz dran und poste hier die Ticket Historie Die Actions für Emails und andere Artikel Typen finden sich hier: Admin->S...
by Johannes
15 Aug 2024, 17:57
Forum: Developers
Topic: Port znuny from perl 2 java or other modern language?
Replies: 5
Views: 22823

Re: Port znuny from perl 2 java or other modern language?

Hi, as far as I can tell you either underestimate the cost of running „the project“ or you just want to abandon the current work for maintenance and features. You can not just simply outsource everything to a low cost country and hope for the best. It would cost easily three to four times more to mi...
by Johannes
05 Aug 2024, 11:32
Forum: General
Topic: s/mime Config questions
Replies: 2
Views: 12937

Re: s/mime Config questions

Hi, I think this is related to a not know SMIME Certificate Issuer. The systems works in a way that, before decrypting, it tries to verify the certificate itself. It is, for a example, a self signed certificate, you need to upload the complete certificate chain - which is needed to verify the "...
by Johannes
05 Aug 2024, 08:59
Forum: Developers
Topic: Port znuny from perl 2 java or other modern language?
Replies: 5
Views: 22823

Re: Port znuny from perl 2 java or other modern language?

Hi,

I doubt that someone will just fork it to a new language.
The costs are so immense, that it would not make any sense to do so.
From the business side of things.

From our experience, there are still a lot of perl devs out there, also younger ones.
In fact 3 of of our devs are < ~30

regards
by Johannes
19 Apr 2024, 19:52
Forum: Hilfe
Topic: Suchfunktion nach Installation von Znuny-DashboardWidgetSearchProfile nicht mehr nutzbar.
Replies: 3
Views: 3295

Re: Suchfunktion nach Installation von Znuny-DashboardWidgetSearchProfile nicht mehr nutzbar.

Hi,

ich würde sagen dein Webserver hat nicht mitbekommen das sich eine Datei geändert hat.

Restart des Webservers / Webserver Dienst und es wird laufen.

Gruß
by Johannes
19 Apr 2024, 19:50
Forum: Allgemeines
Topic: Znuny 7.1 - Wann wird es ausgeliefert?
Replies: 1
Views: 14055

Re: Znuny 7.1 - Wann wird es ausgeliefert?

Hi,
die Roadmap wurde aktualisiert. Wir arbeiten an der CKeditor Integration, das dauert länger als geplant.
Daher mussten wir etwas umdisponieren.

Gruß
by Johannes
25 Mar 2024, 12:13
Forum: Hilfe
Topic: Customerlogin via LDAP funktioniert nicht
Replies: 2
Views: 2796

Re: Customerlogin via LDAP funktioniert nicht

Hi,

schau mal in dieser Zeile:
https://github.com/znuny/Znuny/blob/dev ... s.pm#L1398

Da wird das entsprechend konfiguriert.

Gruß
Johannes
by Johannes
16 Mar 2024, 13:44
Forum: Hilfe
Topic: LDAP Problem keine Verbindung zur Datenbank
Replies: 10
Views: 4239

Re: LDAP Problem keine Verbindung zur Datenbank

Hi,
trag mal localhost an Stelle der IP ein.

Gruß
by Johannes
12 Mar 2024, 13:47
Forum: General
Topic: Search Engine plugin - is documentation up to date?
Replies: 1
Views: 3748

Re: Search Engine plugin - is documentation up to date?

Hi,

please wait a bit. We updated the code over the last weeks and will create a final release around next week.
The documentation is one of the last issues on the list.
by Johannes
12 Mar 2024, 12:29
Forum: General
Topic: Elasticsearch - errors while building index "tickets"
Replies: 3
Views: 5017

Re: Elasticsearch - errors while building index "tickets"

Please open an Issue on GitHub if you think this is is a bug and not related to your setup.

https://github.com/znuny/Znuny-Search/issues

Thanks
by Johannes
12 Mar 2024, 12:27
Forum: Help
Topic: Fulltext search slow
Replies: 10
Views: 4917

Re: Fulltext search slow

Hi Nico,

there is not much we can do. As you see, you have a high IO Wait, which is - as I already wrote - never a good sign.

I think you need to tune your DB a bit. The defaults for MariaDB are not the best - so MySQLTuner should be your friend.
It also supports MariaDB .

Regards
Johannes
by Johannes
12 Mar 2024, 12:23
Forum: Allgemeines
Topic: Znuny 6.5.6 + Elasticsearch
Replies: 4
Views: 15195

Re: Znuny 6.5.6 + Elasticsearch

Hi, also bei der Reindizierung wird auch immer der Index mit angelegt, sofern er fehlt. Sollte das, aus welchem Grund auch immer, nicht klappen bitte wirf zuerst einen Blick in das Log. Wenn dort auch nichts hilfreiches steht, kann es helfen den Index mal auf der Shell neu zu setzen: bin/otrs.Consol...
by Johannes
06 Mar 2024, 10:56
Forum: Hilfe
Topic: E-Mail wird gesendet bei jedem CRON Einsatz
Replies: 1
Views: 1700

Re: E-Mail wird gesendet bei jedem CRON Einsatz

Hi,

da bist Du grad im falschen Forum abgebogen.
Das OTOBO Forum wäre vermutlich der bessere Ort. :mrgreen:

Generell gibt aber sicher der Inhalt der Mails Auskunft, warum er etwas schickt.
Im Regelfall ist der Output nämlich "leer" - und damit kommen keine Mails.

Gruß
Johannes
by Johannes
06 Mar 2024, 10:54
Forum: Allgemeines
Topic: Znuny 6.5.6 + Elasticsearch
Replies: 4
Views: 15195

Re: Znuny 6.5.6 + Elasticsearch

Hi,

synce doch einmal den Cluster, dann starte doch die Indizierung einfach einmal (neu).
Monosnap Search engine configuration GUI - Admin - Znuny 2024-03-06 09-53-28.png
Wenn dann etwas fehlt, legt das System das für Dich an.

Du solltest dann sehen wie Daten in der ES landen.

Gruß
Johannes
by Johannes
23 Feb 2024, 13:55
Forum: General
Topic: AgentTicketEmailOutbound reset subject if To empty
Replies: 8
Views: 5896

Re: AgentTicketEmailOutbound reset subject if To empty

Do you know there is a difference between the function you mention and reply/reply to all? I quote roy here. This is no bug but intended behaviour. AgentTicketEmailOutbound is for "clean communication with externals". So no default subject, except the ticket# is used. If you want to answe...
by Johannes
23 Feb 2024, 13:50
Forum: Allgemeines
Topic: Parameterübergabe an Custom Module über GenericAgent in Znuny funktioniert nicht
Replies: 1
Views: 12779

Re: Parameterübergabe an Custom Module über GenericAgent in Znuny funktioniert nicht

Hi, ich würde sagen der Param Block sieht ein wenig anders aus als Du es erwartest. Du kannst ihn mit folgendem Statement dumpen: use Data::Dumper; print STDERR 'Debug Dump - ModuleName - VariableName = ' . Dumper(\%Param) . "\n"; In der Doku hatten wir das Thema auch, weil es Umstellungen...
by Johannes
19 Feb 2024, 17:37
Forum: General
Topic: Elasticsearch - errors while building index "tickets"
Replies: 3
Views: 5017

Re: Elasticsearch - errors while building index "tickets"

I would say, if you have millions of tickets, so many more millions of article, then 3 errors is is totally fine.
There may be old tickets where some references are missing.

Maybe someone deleted articles in the database and forgot references.
by Johannes
13 Feb 2024, 15:54
Forum: General
Topic: Request for Official Guide Update
Replies: 4
Views: 4276

Re: Request for Official Guide Update

Thanks for the update. So it is running and you are good to go?

So it is/was just the missing CheckModules or is there anything you discovered on your way?

The repo is public, we can fix it there.
https://github.com/znuny/manual/blob/zn ... nstall.rst
by Johannes
09 Feb 2024, 14:55
Forum: General
Topic: OTRS 6.5.2 Error "Browser too old" returns every 2 Mondays
Replies: 5
Views: 5163

Re: OTRS 6.5.2 Error "Browser too old" returns every 2 Mondays

I think this is a config rebuild. When the error shows up, please check the Browser Console. There will be missing JS Files (Error 404). My guess is: the automated sysconfig rebuild / check rebuilds the sysconfig and the error comes up. You have may have success running bin/otrs.Console.pl Maint::Co...
by Johannes
09 Feb 2024, 14:52
Forum: Help
Topic: Fresh 6.5.5 Install Issue
Replies: 3
Views: 2660

Re: Fresh 6.5.5 Install Issue

Hi,

we will update this in Znuny 7 and will add a note for 6.5 in the docs,
how to resolve this.

Regards
by Johannes
09 Feb 2024, 14:51
Forum: Help
Topic: how to remove /znuny/ from URI
Replies: 3
Views: 2403

Re: how to remove /znuny/ from URI

Please update your comment. It lacks all of the information