Znuny and ((OTRS)) Community Edition

Note also that the site has to be in Internet Options, Local Intranet in order to pass credentials to the site.

Really? Version 3.x? I'd strongly suggest upgrading. The gist of the URL adds all the fields to be filled. If you know the StateID of your closed state, you can append that on the URL. http://OTRS.DOMAIN/otrs/index.pl?ChallengeToken=redacted&Action=AgentTicketCompose&TicketID=3&ArticleID...

The Queue is a member of a Group
If the CustomerGroupAlwaysGroups doesn't have that group then it won't show.

Or take a look at this ancient thread.

You might turn RequiredLock
Edit Config Settings in Ticket → Frontend::Agent::Ticket::ViewMove
Ticket::Frontend::AgentTicketMove###RequiredLock
Set to No

Discussion questions regarding https://forums.otterhub.org/viewtopic.php?f=60&t=41681 Does it work for you? It's going to make every agent use DUO if you use it. But don't try it in production without having a backup copy of that System/Web/InterfaceAgent.pm file. I don't know if it's secure *en...

Please note, this is cheating (a bit) and may not necessarily look clean, etc. This is a first draft and may not be what you consider "done enough" but it gets the job done. https://duo.com/docs/duoweb is important to follow. add the perl Duo/Web.pm folder to Kernel/System as Kernel/System...

What this solves: Adding a field to Customer Company and coloring it red. Why? I needed an alert field for certain customers. The first part: alter table customer_company to add the field I needed. Up to you to do this. Backup, test, your data is your responsibility, but alter table customer_company...

I would like to make sure customer user could receive Email Notification when any state ,responsible, article and dynamic field are updated. Why? Why do you want to spam your customer on concepts that don't involve the customer? If you physically changed the location you filed his paperwork, would ...

This is "Company Tickets". https://forums.otterhub.org/viewtopic.php?f=60&t=7531 Basically, customers with the same customer_id (like company) can see all of the tickets for that customer_id in the "Company Tickets" interface. To filter that, create a group and apply it to th...

Postmaster filter or generic agent.

With the attachment? You might want to filter at the email and distribution list it.
You could, also, use a notification event, but I don't think it will send the attachment with the email.

wurzel wrote: ↑18 Oct 2019, 14:57 usually OTRS works fine with local MTA/MDA. So no need for IMAP/POP3

This is correct. Once you go procmail you probably won't even think about pop/imap. It's really easy to create an Office365 connector/rule that relays to your OTRS deployment as a smarthost. Plus you get instant tickets.

Add a Generic Agent. Give it a Job Name Optional: schedule it with Automatic execution (cleanup multiple tickets) or use Event based execution (instant/one ticket) Automatic execution - select all the times and days. Event based - Ticket OwnerUpdate Select tickets where the Owner is Admin OTRS and t...

Just as an aside, I have a scheduled Generic Agent that checks every 10 minutes if a non-closed ticket has an owner of Admin Root (Unassigned) and sets the state to New and the ticket to unlock so if someone wants to "release" the ticket, they don't really have to do much besides change th...

Approval would usually update a DynamicField.
*Event TicketDynamicFieldUpdate_xxxx
Dynamic Fields
xxxx [Trigger value]

In GenericAgent can I create more than one job whereby all the jobs will automate different processes? One ticket = One Process. Although a single process ticket can spawn additional tickets/process/jobs. https://forums.otterhub.org/viewtopic.php?t=26905 https://forums.otterhub.org/viewtopic.php?t=...

What would you want the proper operation to be? If you don't want tickets created by sending an email to one@example.com, then it did what it was supposed to do. The ticket is X-OTRS-Ignore -- one email event to rule them all. You might be able to include a negate filter (maybe) and test it for the ...

A ticket is in a Queue. The Queue is a member of a group. The group consists of Agents (users) that are allowed to work on tickets in that Queue. When the Ticket is locked, only the owner of the ticket (and Responsible and Watchers) will be able to get notifications of correspondence on this ticket....

You're asking for help to make a horrible user experience. Click for the first thing. Wait for it to load. Click/drag/find the first entry in hundreds of entries Click it Get the next list/wait for it to load Click/drag/find the next entry in hundreds of entries Click it ... https://forums.otterhub....

If you use the Process ticket enroll feature, the current ticket becomes a process ticket (the ActivityID and ProcessID are appended to the current ticket), which means you lose nothing. If you're mechanically creating a process ticket and linking it to the current ticket, you should be able to push...

Please create a new thread. This one is 3 years old.

We have some tickets that, when received, have to be split into 3-5 additional tickets for different teams, based on field data. I cannot find anything in documentation on linking using the Generic Interface. The only forum note I found is from 2017 and states you have to have the OTRS Business Sol...

Not really "simpler" unless "pay attention to what you're doing" makes sense and default to note internal or external.

I think it's either the numeric order in the .xml to register it or the ABC order in general.

Enable customer group support and set only the supervisor as members, and the group to the company tickets in System Config.

viewtopic.php?t=7531

Simpler? I'm not sure what queue moves mean to your metrics. You're asking if it's simpler for database queries to be done for (an old) ticket before (during) processing of an incoming update to a ticket, rather than archive a ticket. No, you'd have to program it. Or react to it via Generic Agent, s...

Alternatively (?) a queue that holds after hours new tickets with the appropriate notification.
Untested. Postmaster Filter may be necessary.

Hi :) Take a look at this: viewtopic.php?f=60&t=7531

Make sure Google is allowing the send from/send as the configured sending user. It may need updated/proper credentials. Or use a different smarthost.

Hint number 1: this functionality is Queue based.
Hint number 2: create a queue that has that functionality and move the ticket to that queue.

You'll want the queue, ticket_history_type, user, customer, ticket, ...
This might help: viewtopic.php?f=60&t=40216

But it's a bit more complicated than to expect to be completed in a free forum.

And if you must build it, you're halfway to data entry directly into AD anyway. The PowerShell interface that puts the data into AD can be fed to OTRS at the same time if you wish... https://docs.microsoft.com/en-us/powershell/module/addsadministration/new-aduser?view=win10-ps In fact, I have creat...

You'd need some moderate to advanced database query skills to convert rows (queue changes) and locked changes to columns. (Do a search for rows to columns) And up to 10 Queues swapping for a ticket? Maybe you're using Queues sub-optimally. The OTRS schema is available at https://ftp.otrs.org/pub/otr...

Another option, perhaps: Creating an "Archive" queue.
Generic agent: Ticket closed more than X days ago, move to Archive queue. This queue doesn't allow followup: possible.

Test before production.

So in this case I am trying to automate the process of creating users in AD through OTRS, so the Analyst doesn't have to go to AD to create them. Because this is a very recurring demand in the company where I work, and sometimes is causing bottlenecks. Therefore, I would like OTRS to take the user ...

You should ignore merged state in your ticket search.

Just a thought: if you have an external (Active Directory) back end, you don't need to "create" users (customers?) and you can map AD Attributes to CustomerUser fields. It works rather seemlessly, almost by default. CustomerGroupsAlwaysGroups is another hint. It's pretty slick with Apache ...

Just another bit ... It's likely trying to read a config file that has invalid syntax. make sure you have a backup of your Config Files folder. You may try rebuilding config from command line. If you're sure you've got a good backup and if you're adventurous, find the file that has that information ...

better: create your own .css file and add it in the sysconfig.

I'm not familiar with a "blocked" ticket ... I wonder if there's a setting or add-on that is enabled to prevent followups.

otrs-dynamicfield6.png This is from v6 schema png dynamic_field_value.object_id is the ticket id or the article id dynamic_field_value.value_text, value_date or value_int is the value of the field related to the dynamic_field.field_type dynamic_field.name is the shortname/fieldname (DynamicField_na...

Right now, the built-in 2FA time based OTP is Google Auth.
The Yubico Authenticator app can be used to provide the OTP code while inserted.

Unfortunately, it doesn't currently interact with the USB key's own OTP.

I don't have enough information to be able to fix. The short answer appears to be that the column "Subject" is not being filled with a value. The columns that are filled are: name, valid_id, comments, create_by, create_time, change_by, change_time "Subject" is missing, and (appar...

Use Postmaster filter and set x-otrs-loop 1

oh ... By the way, if you reply to the article, you're going to reply to the timestamp of the article. So, yes, this is the same as if you hit reply on a year-old email. It would say, "On that time, a year ago, the year-old article, written at that date and time, said:" You wouldn't expect...

if you feel it's a bug, submit it, but also look to updating to the most recent release of otrs v6 just in case this issue has been reported and repaired.

The public facing documentation, along with the code itself, is what is generally available to you. https://doc.otrs.com/doc/manual/developer/6.0/en/html/index.html This forum has some documentation on how to do some things. When you ask about developing your own modules, it really depends on what y...

You're not alone!

viewtopic.php?t=30029#p122152

It's kind of old, and may have to be updated a bit
https://github.com/OTRS/otrs/blob/59e79 ... ns.pm#L106

Based upon https://github.com/OTRS/otrs/blob/59e794f5a94d9a5fd5612a461affe6c916fc98ef/Kernel/Config/Files/XML/Ticket.xml#L7506 the top part of your xml file might look like: <?xml version="1.0" encoding="UTF-8"?> <otrs_config init="Application" version="2.0"> ...

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