Znuny and ((OTRS)) Community Edition

Snowmanko

Hi,
I just want to ask if there is any procedure available in documentation - I want to upgrade or migrate my OTRS6 CE instances to Znuny LTS. Is this even possible or I need to start as new installation?

Thanks.

BR!

Snowmanko

Yes! That's it! Thanks. I can install these modules with cpan or install it as alternative with some perl package, do someone know name of the related packages? EDIT: package liblocale-codes-perl fixed this problem Bundled modules: o Algorithm::Diff..................ok (v1.1903) o Apache::DBI..........

Snowmanko

Yes, o Apache::DBI......................ok (v1.12) o Apache2::Reload..................ok (v0.13) o Archive::Tar.....................ok (v2.32) o Archive::Zip.....................ok (v1.67) o Crypt::Eksblowfish::Bcrypt.......ok (v0.009) o Date::Format.....................ok (v2.24) o DateTime...........

Snowmanko

Hi, I have freshly installed Ubuntu 20.04 LTS with OTRS 6.0.26-1 package. This error is thrown when trying to add Company in Action AdminCustomerCompany resulting in Internal Server Error (500). Do someone know what perl related package should be installed? [Tue Jul 07 03:29:42.605271 2020] [:error]...

Snowmanko

Anyone know how to map this?

Snowmanko

Hi, thanks for joining this topic. I've opened chat at official site otrs.com. See attached conversation. Vitor (person in chat) is sales representative working in xxx I suppose - this is Linkedin info. This is really confusing and I it concerns me in order to decide if I am going to use OTRS CE for...

Snowmanko

Hi, I've heard there will be no more Community Editions of OTRS released in future and all versions will be payed. Can someone confirm this info? Is it true that there will be no now upcomming releases available as Community Edition? So this means OTRS 6 is last available version for public as opens...

Snowmanko

Anyone please ?

Snowmanko

Thanks, it worked.

Snowmanko

Hi,

I would like to configure OTRS to increase priority of ticket in "pending - auto close+/-" state but ONLY when customer reply to ticket.
Is this even possible? I could not came up with solution how to setup it with GenericAgent / PostMaster Filter.

Thanks for suggestions.
Martin

Snowmanko

Hi,
is it possible to inject HTML into body section of OTRS API while using TicketCreate function ?
When I am trying to create ticket with HTML body through API it acts as plaintext and I see HTML tags in body of created ticket.

Thanks.
BR!

Snowmanko

Solved - viewtopic.php?f=62&t=23679&p=93381&hili ... ers#p93381
https://dev.ib.pl/ib/otrs/commit/7aa706 ... e13df67b18

Snowmanko

Hi, I just want to ask what setting define which fields are searched when searching is triggered within "Customer - Customer Information Center" from main menu. There are two possibilities for search - Customer and Customer User. I want to set only one column in DB that is indexed to searc...

Snowmanko

Hi, we want to extend OTRS system with "copy of" New E-Mail Ticket module so there will be multiple ways how to create Ticket. 1. Phone (default) 2. E-mail (default) (new one) 3. E-mail modified that we modify Is there some good howto or documentation how to create / copy E-mail or Phone m...

Snowmanko

I am unable to find correct asigned developer which is responsible for Ubuntu package, dunny who is that for now, but i've filled bug as you suggested.

https://bugs.launchpad.net/ubuntu/+sour ... ug/1772380

Thanks,
BR!

Snowmanko

I am using Ubuntu Bionic package :

http://changelogs.ubuntu.com/changelogs ... /changelog

Snowmanko

6.0.5-1 is last version afaik, i will try to fill https://bugs.otrs.org/

Snowmanko

Hi, I would like to report bug in statistics / report module. When generating Ticketlist CSV report of tickets without asigned customer, fields where customerID and customerName should be is reported without quotes. So it looks like this : "903","18004687","27 d 0 h ",&...

Snowmanko

solved. it's caused by this setting :

SendmailNotificationEnvelopeFrom::FallbackToEmailFrom -> this have to be enabled in order to fill envelope in mail server communication

Snowmanko

Hi,

I can't find "Created in Queue" field known from older versions in Statistics despite it is in classic search as attribute.

Is there any way how to add this column to Statistics ?

BR!

Snowmanko

lido wrote:Hi, it's on your system configuration at:

System Configuration -> Core -> Email
- NotificationSenderEmail
- NotificationSenderName

is it possible to set this per notification and not only globally ?

Snowmanko

Hi, can somebody explain what do I have to setup in order to get Ticket notification working ? When I create notification based on "TicketCreate" action there is no field where to set From address. My notification is then sent with From header set to '' (nothing), see attached picture from...

Snowmanko

Anyone ?

Snowmanko

Hi, I need advice from you! I want to send "no-reply" notification based on regexp in PostMaster Filter action. Is it somehow achievable ? I need to send 2 types of "no-reply" notifications based on domain name in From field (certain domain i.e. From: @example.com and others than...

Snowmanko

Hi,

do you know how to implement european datetime format in OTRS 6 ?

Thanks.

Snowmanko

BUMP, anyone has some suggestions ?

Snowmanko

Hi,

It would be great if the OTRSMasterSlave Module would have the feature of selectively propagating dynamic fields from master to slave tickets.

Is there any option how to achieve this ?

BR,
Martin

Snowmanko

Uninstall and install action solved the problem and it's now funcional as it should be.

Thanks

Snowmanko

Can somebody advice how to install and configure it in 6.x ? @zzz ?

Snowmanko

Thanks, I've installed it, but don't know how to setup dynamic field (type - input/dropdown and values/keys). Can somebody advice how to do that ?

Snowmanko

Hello,
do somebody know if there is MasterSlave extension available for OTRS 6.x ? If Yes, can you advice where it is possible to download ?
I found this Git repo : https://github.com/OTRS/OTRSMasterSlave

But there is no howto or version specification.

Thanks.
BR.

Snowmanko

As I stated in first post, I want to add multiple Customer information i.e. I want to add multiple phone numbers (attribute in LDAP - phoneNumber can be stated in object multiple times), i.e. I want to add multiple CustomerEndpoints (this means something like office branch), under this CustomerEndpo...

Snowmanko

Do you think there is some way to change this ? We need to have multiple same attributes related to our Customers object.

Snowmanko

Nobody tried it ?

Snowmanko

Hi all, @crythias, @jojo, I am trying to implement multivalue dynamic LDAP Customer Map attributes. Documentation mention only about multivalue CustomerIDs, but not other attributes. For example I have LDAP object with CustomerID and all required related attributes, BUT I also have optional customer...

Snowmanko

Hi there,
simple question : is it possible to set order of agent names in forms ?
In my OTRS 3.3.9 i.e. when i want to change responsible agent, order is "name surname".

I want to change this behaviour to "surname name".

Thanks for advices,

Regards,
Martin

Snowmanko

Hi there, is there some option how to detect first change of ticket owner ? We would like to set "static" owner on first responsible change in certain queue. So when first responsible is changed we setup same owner as responsible, but later it will not be possible to change owner. So we wi...

Snowmanko

Hi there, I could not get fix errors attached. Probably I made some fail command and I changed some permissions and OTRS is not working anymore. Can I somehow fix this ? (apache2 log) [Sat Oct 3 17:15:21 2015] -e: Apache2::Reload: Can't locate /usr/share/otrs/scripts/apache2-perl-startup.pl [Sat Oct...

Snowmanko

Thanks a lot!

Snowmanko

Hi there,

is it possible to asign group/role or single agent to be able to edit admin setting under "Queue Settings" ?
I need to allow :
Editing Templates
Editing Responses
Editing Salutations

Thanks.

Martin

Snowmanko

Ye, but how do I reply than to that address in Dynamic field ?

Snowmanko

Good idea, but It will be better for us to retain mail origin and reply to address that is parsed. So we will be able to to reply to that certain address in Dynamic field as I asked before..

Snowmanko

Because from is system address of smtp server from where mail is comming from, but in content of email, there is reply address parsed with Postmaster Filter to Dynamic field. That's why i need to reply as an Agent to that Dynamic field address.

Snowmanko

There is no other way to handle replay to custommer ?
Basicly the problem is that I have reply address parsed from Postmaster Filter to Dynamic field and I have to answer to that address.

Snowmanko

Hi there,

is it possible to create answer in ticket to email address that is assigned to dynamic field in ticket ?
So Agent will be able to click to i.e. "empty answer" and dynamic field email address will be copied to recipient field ?

Thanks,

Martin

Snowmanko

Version is 3.3.9, when I am creating ticket with "new phone ticket" it will not fill Customer User when we enter email adress to that field. Ticket is created but, only Custommer ID is filled. I would like to asign same value to Customer User field. Probably only way to do is GenericAgent....

Snowmanko

Hi there,
I would like to know if it is possible to set value of CustomerID in Generic Agent task based on the ticket Dynamic Field Value.
If yes, how to do it ? Is there some special syntax ?

Thanks.

Snowmanko

|-> SysConfig

|-> Ticket

|-> Frontend::Agent::ModuleRegistration

|-> Frontend::Module###AgentTicketPhone

Solved

Snowmanko

Where is this option in 3.3.9 ?

Snowmanko

Note that the email addresses that are attached to the queues are based upon your choice of email address. They could auto-respond from practically any email address, as long as your SMTP provider allows that to be a valid sender. Of course, you could simply accept the email normally and have auto ...

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