Znuny and ((OTRS)) Community Edition

hkais

strace, is calling stat() and lstat() for every file under /opt/otrs/var/article/. Since there are 13 millions of them, this takes some time. To me, this looked like something not indexed properly, so I ran 'bin/otrs.Console.pl Maint::Ticket::FulltextIndex --rebuild' and it finished in two seconds....

hkais

Hi there,

how can I configure a standard date display in the UI of OTRS?

Right now the dates get displayed in confusing English format. (mm/dd/yyyy)

I would like to use ISO date as a default

hkais

Is there a way to allow special groups to skip locks? E.g. special agents shall be able to modify tickets according to new details or information got. Right now, if the ticket is assigned to a different person, the agent has to change owner, to edit, and to change owner back This is required for all...

hkais

Thanks for your reply. I know this is a very old version but unfortunately my boss just want to migrate to a new machine...Anyway, i checked and the .procmailrc file has been copied from the old server to the new one. Do you have any advice about other things I can check? you should urgently upgrad...

hkais

maybe I understand the issue wrong

but my opinion would be, create a GA with

if ( from is @example.com && not existent in DB)
create user and assign to customer

maybe I missunderstand here some basic things?

hkais

anyone with a hint here?

hkais

Hi there, is there any good way to create new customer users automatically on new tickets, if a new ticket reaches a specific queue? e.g. having a customer queue "myCustomer" and every message moved or added to this queue will analyse the from field. If the from field contains an unknown c...

hkais

Hi there,

Is there an option to search for attachments on generic agents?
E.g. I want to add a note on attached ics / ical files. Since users sometimes overlooked/ignored them.

But do not find an option to search for attachments in generic agents...

Any help here?

hkais

Hi there, I have a ton of feature requests and maybe some of them could be implemented by my side (or clients side) question 1 But how can I see the current feature requests? question 2 How can I post new feature requests? question 3 Who is identifying the required features and how is the community ...

hkais

Hi there,

searching for the generic agent tables or store and could not find it?
What is the table name and where are the generic agent data located?

Also thinking of improving the GA with more user friendly options. Where can I find the code (HTML, CSS and perl) of the GA?

best wishes

hkais

The Note seems to be limited to 200 chars. Especially in the generic Agent, which we use to give instructions, are 200 chars very limited.
How can I define a more lengthy limit, e.g. 400 or even more?

hkais

found a issue. Sadly if I only define State=clientReplied; the users get really all tickets, even from queues, which they do not have access to How can I limit this? Found even more issues. If using State=clientReplied; I am seeing now really all tickets from SQL it looks properly set. SELECT * FROM...

hkais

solved it with this viewtopic.php?f=62&t=42605

hkais

bitte hier die Ergebnisse posten, damit auch andere profitieren

hkais

root wrote: ↑26 Aug 2021, 18:53 StateType is probably wrong. I guess you've added a state?

This was the issue. I needed instead of StateType => State and all was working as expected

The funny thing, I copied it from the Pending Reminder, which is Using StateType

hkais

You could create a new dashboard widget where only the "customer replied" tickets are shown. You could create a Kernel/Config/Files/XML/CustomerReplied.xml with a config option like https://github.com/znuny/Znuny/blob/9f694cfdbf8b9d970808420dd5a0ce1bfc6f11e4/Kernel/Config/Files/XML/Ticket...

hkais

1. Turn on responsible features if not yet on by default, its off. How can I configure this feature? Is it possible to configure it per agent/role/group? So only specific users get the right to do this? 2. Turn off required lock setting at System Configuration > AgentTicketCompose As I see this fea...

hkais

root wrote: ↑23 Aug 2021, 17:50 Let me check, as far as I rember we have this feature already as a feature add-on.

is anywhere the feature list public visible? (e.g. as issues)?

hkais

Not for rich text i think.. however if you use dynamic field textarea in closing remark, you can use regex in the setting *the example regex may be working or not okay this would be a workaround. How do you visualize the dynamic fields in the ticket to display similar like a Note? Also is there a c...

hkais

Did you test with activated PostMaster::CheckFollowUpModule###0200-References setting? And OTRS 5 is outdated. You should upgrade to latest Znuny version. No did not know this feature. I checked the docs to understand the Settings, but sadly it is not clear to me what and how I shall configure here...

hkais

I dont think its ever exist.. it looks like it existed in a early otrs 1.x or 2.x. But it was removed as of Roy's statement Perhaps addon or custom module. Something like https://github.com/znuny/Znuny/blob/dev/Kernel/Output/HTML/Notification/AgentOTRSBusiness.pm Check for escalated ticket, if exis...

hkais

jojo wrote: ↑23 Aug 2021, 08:28 This behaviour was removed years ago

okay so it was there, got it.
Any idea how to enable such a feature to ensure the escalated tickets get processed, beside of having it by human organization?

hkais

There is one setting what does not force the agent but might be annoying enough: Frontend::NotifyModule###5000-Ticket::TicketEscalation Hi root, thx for the config point. Sadly I do not see any difference on Dashboard after activating. How shall the dialog look like? I see if I click on Tickets, th...

hkais

it is long ago and I cannot find my previous messages for it anymore. Afaik it was answered here about 15y ago.... Is there a way to enforce a processing of escalated tickets? Afaik in one of the older OTRS versions, where was a way to enable a special dialog which pops up, if the user has any escal...

hkais

I have two questions:

Is it possible to enforce a minimum note length on a comment?

Is it possible to add a regex for disallowed comments?

hkais

Well there are several companies offering services for OTRS Community Edition and Forks like Znuny, OTOBO etc. So what exactly do you need? Projectbased work? Admin Tasks on da or hourly basis? Are you already on an actual version? There are mostly Admin tasks, knowing well how Znuny / OTRS CE work...

hkais

I am looking or OTRS/Znuny Experts with following experiences: - Integrations of In/Out REST APIs - Extensions of UIs (Dashboards, Buttons, Menus) in OTRS - Creation of custom modules or custom commands - migration support of otrs to znuny with migration from centos back to ubunut Need real experts ...

hkais

spannende Frage, wie hast Du es gelöst?

hkais

hi in die Runde ich betreue hier eine OTRS Instanz mit ca. 40GB DB und ca. 8Mio TIckets. Der größte Boost war von mysql/maria 5.5 auf maria 10.x zu wechseln Der nächste Boost war dann den InnoDB Cache auf paar GB anzuheben. In meinem Fall auf 8GB Und ich musste noch Indices anlegen, die auf Create-T...

hkais

Hi there,

is there any simple way to add a new dashboard widget for tickets with new articles? (displayed right now as yellow star)
Means in the new widget shall only be open tickets with new tickets

best wishes

hkais

Hi together,

is it possible to give a specific person group/role the permission to reply on a locked ticket, which is owned by a different agent?

hkais

big thx for your helpful reply Hi, how do you maintain the extensions and other additional stuff, which need to be installed into otrs? What additional stuff you talk about? Extensions are persistent in the database. Reinstalling them if needed requires just a bin/otrs.Console.pl Admin::Package::Rei...

hkais

how do you maintain the extensions and other additional stuff, which need to be installed into otrs?

How did you move from package managed OTRS to tar.gz?

hkais

hi there, I am searching for a solution for the new OS for Znuny. Sadly CentOS stopped LTS support and thus I am not having a clear path for long term planning on Znuny. What do you suggest to switch to from CentOS as LTS? Rocky Linux, Alma Linux? something else? Also wondering why znuny does not ha...

hkais

hkais

thank you!
did not know this feature

hkais

Hi there, is anyone around, who uses OTRS/Znuny for processing orders? In my case I am getting tons (3-5) mails from amazon, which are all related to one order. It would be great if I could merge all this mails automatically by a orderNumber of amazon. Is there any solution around or any custom modu...

hkais

hi there, is there any way to merge bounce e-mails into the originating ticket? Right now I am getting bounces with "Returned mail: see transcript for details" means smtp 550 error as new tickets. Sadly the originating ticket is not getting reopened for this and this is causing issues, tha...

hkais

sorry for maybe stupid question, if I create the XML, do I have to place it in any config to get integrated, or will the XML be read and integrated automagically?

hkais

Im not really get what your question is but, 1. If customer reply from their email, check system configuration for PostmasterFollowUpStateTicket yes exactly this situation. How can I display this tickets in a special area on the dashboard of OTRS? Or how can i visualize this tickets differently? e....

hkais

is it possible to define two different states?
right now I get a summary of:

client replied, or the ticket was opened due to any other case.

But I need to know:

open ticket, where the client replied
open ticket, due to any other case

how can I solve such a requirement in Znuny?

hkais

Hi Roy, the postmaster filter is a very powerful option, but sadly it also allows to corrupt a lot. So preferably I stay on generic agent, because OTRS admins can test the agent and also links to queues stay stable even if the queue is renamed. The Postmaster filter is only my last resort to use it....

hkais

Hi togehter, is there a way to use a TO field in the generic agent for BCC'ed e-mails? In this case the TO field is invalid, the only fields which I could match are: X-Original-To Delivered-To but I have no clue how to use that fields in the generic agent selector? Any hints or ideas how to match su...

hkais

hi emin,

thank you,

can you share me the config parameters, which I need to modify?
To allow the users to access via menu and queues

hkais

Hi there,

is it possible to allow non admin users to create Queues?

best wishes

hkais

Hi there,

is there any best practice to switch to znuny LTS from lates OTRS 5.x?

best wishes

hkais

zzz wrote: ↑13 Oct 2020, 13:30 um ein 'Quick-Open-Button' zu haben, müsste man ein Modul für das Menü erstellen.
Vielleicht reicht es aber schon aus, wenn der Status in 'Freie Felder' (AgentTicketFreeText) änderbar wäre.

gibt es eine Anleitung wie man das macht (Modul und Button erstellen)?

hkais

jojo wrote: ↑28 Nov 2020, 20:25 the state of the target ticket is used. the merged ticket will get the special state merged..

makes sense.

Is there a way to define the behavior like I named it? To reopen the ticket if one of the tickets is in open state?

hkais

The generic agent uses since otrs 6 the variables.

here you can find a good overview of the variables: https://itgovernanceportal.com/available-otrs-variables-for-automation/

hkais

How can I define the state of the final merged ticket, if one of merging tickets is in closed state? Right now my final ticket is getting closed status, if any ticket is closed. It makes more sense to have a "highest" open state (new, open, pending, close). so even if I have - closed ticke...

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