Help on some queries for otrs 6

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sanojs
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Help on some queries for otrs 6

Post by sanojs »

Hi All,

I have the below requirements to get complete on OTRS 6 community edition for testing.

1) Need to import old tickets to otrs 6 either in CSV or excel format
2) how to add SLA stop add-ons or similar to otrs 6
3) Knowledge base shall be available for searching old and new tickets for known issues

Please suggest me to achieve the above requirements
Reedu
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Re: Help on some queries for otrs 6

Post by Reedu »

Hello and welcome to the community :)

Ad.1.
To be honest i don't know if there's any solution to importing old issues to otrs.
If i had to do this I would use otrs api to create it.
But mostly - old issues should be archived so otrs instance can be clean.
There are other paid services but you would have to check them (smb on forum used it for older otrs version).

Ad.2.
Again - there are paid addons.
Znuny had Znuny4OTRS-EscalationSuspend - but right now it's not ported i think.
Znuny has Znuny4OTRS-EscalationSuspend (thanks Roy :) )

Ad.3
FAQ module has something like that, but you need to feed it with proper articles.
Last edited by Reedu on 11 Jan 2022, 15:27, edited 1 time in total.
root
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Re: Help on some queries for otrs 6

Post by root »

Reedu wrote: 11 Jan 2022, 13:08 Znuny had Znuny4OTRS-EscalationSuspend - but right now it's not ported it think.
Hi,

It is ported.

- Roy
Znuny LTS and ((OTRS) Community Edition CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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Do you want to contribute or want to know where it goes ?
sanojs
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Re: Help on some queries for otrs 6

Post by sanojs »

Thank you very much for the reply.

I have added Znuny4OTRS-EscalationSuspend to OTRS 6 and tested it. But the SLA time is not completely stopped as per my requirement.

Looks like I was not doing the correct usage Znuny4OTRS-EscalationSuspend addon.

Searching for a proper document about the the usage
reneeb
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Re: Help on some queries for otrs 6

Post by reneeb »

Maybe you should describe more detailed what you want to achieve, how the addon behaviour differs from that.
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
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