Znuny and ((OTRS)) Community Edition

We are attempting to set values from a postmaster filter for a multiselect dynamic field. The only time we are able to set the value is when we only have 1 value and if it’s the key value that is received. The regex is grabbing the proper string in the conditions and is being set in the header with ...

If this can save you the headache... We had tickets created in a queue that was marked as "Invalid". While none of the PostMaster filters, generic agent, mailboxes, services were showing an affectation to this queue. We found out that if you have a mailbox assigning tickets to a specific q...

If this can help anyone, we recently experienced the notification for “Out of the office” in OTRS to stay stuck on 0 days left and that … for months… Message was only displayed in a few places like the user you’re logged in with, the owner and responsible user in grids but not in the drop down when ...

Thank you for your reply jojo, We did analyze the log files. We were looking into updating but for the past 2 days the situation did not occur and it was quite frequent. I guess OTRS got scared of the thought of commercial support... We will wait a bit to see if the situation resolved itself magical...

Thank you Roy for you reply, Since we don't want to change the behavior once we update to v6, we will simply use a buffer mailbox where we will execute scripts to edit the emails as desired and then send it back to OTRS. That way the switch will be transparent to the end user once we switch to v6. T...

bump - problem still occuring

Here's a bit more context if it can help. What we are aiming for is the following : A customer makes a service request The agent believe it can be a security threat and indicate it with the use of a dynamic field within the customer ticket A ticket is created into our security queue and original tic...

Thanks for your reply wurzel! If we assign a process ID and activity ID to the ticket with a generic agent, the ticket is converted into a process. We need to keep the original ticket. Unless I missed a way to start a process with a generic agent without impacting the original ticket? If the idea is...

Hi, We'd like to create a new ticket when a specific value is selected in a dynamic field. The approach we were taking is to send an email upon the field selection and use the postmaster filters to create the ticket. The problem is that the ticket number is added to the email sent by the event and t...

We ended up fetching a Database backup, comparing the data and reimporting the missing entries to production.
We were unable to explain the loss of data...

We've recently updated to OTRS 5.0.23, since then agents are receiving the "Ticket lock timeout notification" event if the setting "Unlock timeout minutes" is set to 0 for their queue. (0 = no unlock) We've made the run around to make sure this notification was not triggered by a...

We've recently updated to OTRS 5.0.23 about two weeks ago. We didn't encounter any difficulties (filter wise) until yesterday. In the morning everything was going well and at some points every conditions of the shared filters templates were lost. Templates are still there but empty. Is there any kno...

So, is it possible to confirm if the API is fully available with the business version?
If so we would strongly consider buying it.

The response from KIX was as follow :
the bug is still in the analysis.
Please disable the sysconfig key "Ticket::ACL-PossiblePropertiesSubsumption" and try again.

Disabling the configuration did fix this situation in our case.

We've recently updated to OTRS 5.0.23. Since then, some email attachements are being renamed to "Unbenannt". The emails being renamed have french subjects. We understand that it's due to the EmailParser when it's unable to decode the subject. The encoding of these emails is UTF-8. We did n...

Hi retro2707,

Did you get any feed back? We are currently experiencing the exact same situation after an update to OTRS v5.

Thank you

Yes,

One thing we are attempting is to provide a custom interface for our customers.
So we would like to be able to fetch the services a user is allowed to select.
For this, we would need to be able to call Kernel::System::Service->ServiceListGet()

Hi, I've been looking arround and haven't found anything yet. I'm wondering if there's a KIX module giving acces to all the OTRS functions calls through REST API or at least more than SessionCreate, TicketCreate, TicketGet, TicketGetList, TicketSearch and TicketUpdate? Or is it only available throug...