Search found 5018 matches

by reneeb
24 Mar 2023, 12:39
Forum: General
Topic: Znuny 6.5 LTS and MultiSMTP support
Replies: 6
Views: 2387

Re: Znuny 6.5 LTS and MultiSMTP support

I'll have a look at it next week.
by reneeb
18 Jul 2022, 08:53
Forum: Allgemeines
Topic: Kundenbenutzer setzen
Replies: 4
Views: 822

Re: Kundenbenutzer setzen

Was sagt denn das Kommunikationslog dazu? Hast Du eine Beispielmail (bitte das komplette .eml bereitstellen, aber mit anonymisierten Daten)?
by reneeb
10 Jun 2022, 09:05
Forum: Howto's
Topic: Änderung Warten Status
Replies: 4
Views: 2295

Re: Änderung Warten Status

Bei den letzten drei dürfte der *StatusTyp* nicht "pending auto" sein... Schau Dir im Adminbereich mal die drei Status an und prüfe von welchem Typ diese sind.
by reneeb
10 Jun 2022, 09:00
Forum: Hilfe
Topic: Protokollieren der Mail-Abholung durch Postmaster-MailAccounts
Replies: 38
Views: 18674

Re: Protokollieren der Mail-Abholung durch Postmaster-MailAccounts

Es ist einer sehr ernste Sache, dass wir Anfragen unserer Kunden nicht bearbeiten, weil das Ticketsystem sie nicht erfasst. Uns ist dabei die Außenwirkung wichtig. Meine Erwartung habe ich glaube ich schon mehrmals hier sehr deutlich gemacht: Helfen zu debuggen! Also ich sehe keine 6000 Einträge, s...
by reneeb
02 Jun 2022, 07:27
Forum: Hilfe
Topic: Upgrade von 5.0.18 auf 6.0.30 Migrationsskript Fehler (Step 31 of 44: Post changes on article related tables)
Replies: 4
Views: 504

Re: Upgrade von 5.0.18 auf 6.0.30 Migrationsskript Fehler (Step 31 of 44: Post changes on article related tables)

Hattet ihr irgendwelche Erweiterungen, die neue Artikeltypen erstellt haben? Oder habt ihr selbst welche definiert?
by reneeb
05 May 2022, 17:47
Forum: Help
Topic: New Ticket Types?
Replies: 4
Views: 538

Re: New Ticket Types?

This is just an incomplete list of things you have to implement if you want to support other channels (or types) than just email and phone tickets...
by reneeb
04 May 2022, 08:59
Forum: Allgemeines
Topic: Fehlender Artikel
Replies: 3
Views: 743

Re: Fehlender Artikel

Hast Du mal in der Datenbank geschaut, ob er da drin steht? Was ist sonst noch in den Logs zu finden? Hast Du irgendwelche Erweiterungen installiert, die damit zu tun haben könnten?
by reneeb
02 May 2022, 09:43
Forum: Help
Topic: New Ticket Types?
Replies: 4
Views: 538

Re: New Ticket Types?

Those new types need more work:
* probably a new article backend (see https://github.com/znuny/Znuny/tree/dev ... le/Backend)
* new frontend modules like Kernel::Modules::AgentTicketPhone *::AgentTicketEmail
* and probably much more...
by reneeb
22 Apr 2022, 09:56
Forum: Hilfe
Topic: Manipulierte TicketID wird an die DB übergeben
Replies: 4
Views: 480

Re: Manipulierte TicketID wird an die DB übergeben

Dann musst Du aber jeden einzelnen Parameter überprüfen, weil Du z.B. bei der Ansicht eines Services auch die ID anpassen könntest etc.

Wenn Du eine einfache Lösung für die TicketID haben willst, schau Dir mal https://os.perl-services.de/perl-academ ... ain/preapp an.
by reneeb
20 Apr 2022, 17:14
Forum: Hilfe
Topic: Manipulierte TicketID wird an die DB übergeben
Replies: 4
Views: 480

Re: Manipulierte TicketID wird an die DB übergeben

Das spielt keine Rolle, da mit Platzhaltern gearbeitet wird und Sonderzeichen gequotet werden bevor die Datenbank abgefragt wird. Außerdem wird eine Abfrage gemacht, ob der User das Ticket überhaupt sehen darf. Interessant ist, dass sich Datenbanken unterschiedlich verhalten: MySQL "akzeptiert&...
by reneeb
25 Mar 2022, 09:45
Forum: Allgemeines
Topic: Aktualisierung bestimmter Pakete für Version 6.3
Replies: 2
Views: 657

Re: Aktualisierung bestimmter Pakete für Version 6.3

Da ich ziemlich viele Pakete auf OPAR bereitstelle und nebenbei auch noch andere Arbeit habe, dauert es immer ein wenig bis Pakete portiert werden. Manche mache ich schneller wenn ich weiß, dass die kurzfristig benötigt werden...
by reneeb
23 Mar 2022, 17:47
Forum: General
Topic: Notifications Set on Events Failing
Replies: 2
Views: 670

Re: Notifications Set on Events Failing

Can you provide more details? What does the notification configuration looks like? Who is supposed to get the notification? Is it an agent? Is it the agent who changes the value? Did you check the system log? Did you check that the ticket filter applies to the ticket? Did you check the ticket histor...
by reneeb
22 Mar 2022, 15:52
Forum: Developers
Topic: How to send new tickets from external system?
Replies: 1
Views: 2088

Re: How to send new tickets from external system?

Import the GenericTicketConnectorRest (https://github.com/znuny/Znuny/blob/dev/development/webservices/GenericTicketConnectorREST.yml), create a client that does a TicketCreate (or TicketUpdate for a new article in an existing ticket), use ArticleSend (see https://github.com/znuny/Znuny/blob/dev/Ker...
by reneeb
21 Mar 2022, 11:59
Forum: Hilfe
Topic: TicketZoom eigenes Widget/Informationen auf der rechten Seite
Replies: 7
Views: 898

Re: TicketZoom eigenes Widget/Informationen auf der rechten Seite

Um es Update-Sicher zu machen, solltest Du das als Paket bauen. Wie das geht ist hier beschrieben: https://doc.znuny.org/doc/manual/develo ... lding.html
by reneeb
18 Mar 2022, 16:18
Forum: Hilfe
Topic: TicketZoom eigenes Widget/Informationen auf der rechten Seite
Replies: 7
Views: 898

Re: TicketZoom eigenes Widget/Informationen auf der rechten Seite

Die drei von mir geposteten Dateien reichen aus. Nachdem ablegen der Dateien noch

Code: Select all

perl bin/otrs.Console.pl Maint::Config::Rebuild
ausführen...

Sieht dann so aus:
Bildschirmfoto_2022-03-18_15-17-49.png
by reneeb
18 Mar 2022, 12:24
Forum: Hilfe
Topic: TicketZoom eigenes Widget/Informationen auf der rechten Seite
Replies: 7
Views: 898

Re: TicketZoom eigenes Widget/Informationen auf der rechten Seite

Als Anschauungsmaterial kann https://github.com/reneeb/opm-TicketAttachments dienen Du brauchst davon (natürlich angepasst und mit passenderem Namen) * https://github.com/reneeb/opm-TicketAttachments/blob/master/Kernel/Config/Files/XML/TicketAttachments.xml um das Widget zu aktivieren Das könnte dan...
by reneeb
15 Mar 2022, 15:35
Forum: Help
Topic: Attachment management OTRS 6
Replies: 8
Views: 846

Re: Attachment management OTRS 6

Im currently working on a dynamic field backend that should fit your needs. I think I can finish that addon next week...
by reneeb
10 Mar 2022, 15:15
Forum: General
Topic: Dynamic field - Integer ?
Replies: 7
Views: 1041

Re: Dynamic field - Integer ?

In the AgentTicketFreeText dialog you can only change ticket settings and TimeUnits is something for Articles. So no, you can't edit the TimeUnits.
by reneeb
10 Mar 2022, 15:10
Forum: Developers
Topic: How to modify output HTML?
Replies: 1
Views: 1987

Re: How to modify output HTML?

I'd use https://opar.perl-services.de/dist/TicketOverviewHooked-6.0.5 for that. If you want to highlight rows based on the state, you have to change some settings in the system configuration: * Hook::Generic::Attribute -> State * Hook::Generic -> add the states and colors * TicketOverview::Hooks -> ...
by reneeb
09 Mar 2022, 13:22
Forum: General
Topic: Dynamic field - Integer ?
Replies: 7
Views: 1041

Re: Dynamic field - Integer ?

root wrote: 09 Mar 2022, 10:39 You can also use regular expression to check if the input is an integer. Sth like ^\d+$ should do the trick.
But sorting doesn't work correctly then. Text fields are sorted like 1, 11, 12, 2, 21, 3, 4, 5...
by reneeb
09 Mar 2022, 10:21
Forum: Help
Topic: Groups/roles possible to edit/reply on locked tickets?
Replies: 6
Views: 783

Re: Groups/roles possible to edit/reply on locked tickets?

As far as I know, yes (maybe the codebase has changed since then). But you could play with the Permission modules yourself. The OwnerCheck is hardcoded in some frontend modules (e.g. https://github.com/znuny/Znuny/blob/0e6 ... se.pm#L166)
by reneeb
09 Mar 2022, 10:15
Forum: General
Topic: Dynamic field - Integer ?
Replies: 7
Views: 1041

Re: Dynamic field - Integer ?

You could try https://opar.perl-services.de/dist/Dyna ... eger-6.0.2 . If you need it for Znuny 6.1 or 6.2, please let me know (I had no time to port it yet)...
by reneeb
08 Mar 2022, 15:23
Forum: Help
Topic: Groups/roles possible to edit/reply on locked tickets?
Replies: 6
Views: 783

Re: Groups/roles possible to edit/reply on locked tickets?

For one of my customers I customized the Kernel::System::Ticket::Permission::OwnerCheck module to do something like this. In the SysConfig you could add a mapping - e.g. group 'dev' => group 'boss' - , so that members of 'boss' can do the same things as the ticket owner when the ticket owner is a me...
by reneeb
25 Feb 2022, 15:59
Forum: Help
Topic: Merge requires lock on bulk / merge for roles?
Replies: 4
Views: 716

Re: Merge requires lock on bulk / merge for roles?

hkais wrote: 25 Feb 2022, 09:22 is there any way to be able to do a merge in bulk on a search result page?
Maybe https://opar.perl-services.de/dist/QuickMerge-6.0.2 helps
by reneeb
17 Feb 2022, 17:28
Forum: Hilfe
Topic: PHP SOAP für Userdaten
Replies: 1
Views: 502

Re: PHP SOAP für Userdaten

Vielleicht hilft https://opar.perl-services.de/dist/GIExtension-6.0.7 weiter. Dort gibt es die Operation CustomerUser::CustomerUserGet
by reneeb
16 Feb 2022, 12:54
Forum: Help
Topic: upgrade 5 to 6: is not an entity value type, skipping...
Replies: 18
Views: 2391

Re: upgrade 5 to 6: is not an entity value type, skipping...

- if I have to ask an development expert first what to do, a migration documentation is senseless of the point of view to be able to easily handle a migration. Please consider this. Usually you don't have to ask the any developer that you do not have hired... The "standard" files shouldn'...
by reneeb
16 Feb 2022, 12:39
Forum: Help
Topic: upgrade 5 to 6: is not an entity value type, skipping...
Replies: 18
Views: 2391

Re: upgrade 5 to 6: is not an entity value type, skipping...

The ClientReplied.xml and the Support.xml seem to be customized XML files (or may be delivered with some addons). If those files are your own files you have to migrate them. The other XML files are Core configuration files and they are shipped with Znuny. So: Delete the .xml files in the Kernel/Conf...
by reneeb
16 Feb 2022, 08:27
Forum: Help
Topic: Integration OCS Invetory to OTRS Auto.
Replies: 1
Views: 537

Re: Integration OCS Invetory to OTRS Auto.

Hi, welcome to the forum. Your post misses some details: * What do you mean with integration? What do you want to achieve? * What is OTRS Auto? So, do you have the ITSMConfigurationManagement (CMDB) addon installed and you want to import asset information from OCS Inventory into OTRS CMDB? If you up...
by reneeb
28 Jan 2022, 13:41
Forum: Help
Topic: template for text in CustomerTicketMessage
Replies: 6
Views: 1135

Re: template for text in CustomerTicketMessage

$('#NewPhoneTicket>fieldset').prepend( '<div class="Field"><button type="button" id="quickticket">QuickTicket</button></div><div class="Clear"></div>' ); This defines, that the "QuickTicket" button is shown in the new phone ticket dialog. You have t...
by reneeb
28 Jan 2022, 13:36
Forum: General
Topic: Custom Filter Module based on dev docs example
Replies: 10
Views: 1492

Re: Custom Filter Module based on dev docs example

<?xml version="1.0" encoding="utf-8"?> <otrs_config version="2.0" init="Config"> <Setting Name="PostMaster::PreFilterModule###1-100Percent" Required="0" Valid="1"> <Description Translatable="1">Custom module to tag Cust...
by reneeb
27 Jan 2022, 10:40
Forum: General
Topic: Need Filename ! / 6.0.39
Replies: 3
Views: 861

Re: Need Filename ! / 6.0.39

Can you check if there is more information in the webserver error log?
by reneeb
26 Jan 2022, 17:07
Forum: Hilfe
Topic: Filterfunktion im Kundenfontend
Replies: 5
Views: 709

Re: Filterfunktion im Kundenfontend

* Es müssten die Spaltenüberschriften angezeigt werden * Vermutlich auch JavaScript-Anpassungen * Das Frontendmodul müsste das Filtern unterstützen (https://github.com/znuny/Znuny/blob/64ef5c2b88d9a9196a12696fb979cbcf01a4c842/Kernel/Modules/AgentTicketStatusView.pm#L73 und alles was mit "Column...
by reneeb
26 Jan 2022, 17:04
Forum: General
Topic: How to automate Reports con OTRS 6.0.21
Replies: 8
Views: 2476

Re: How to automate Reports con OTRS 6.0.21

Does this error occur regularly? Can you check if the error occurs when you select an other format? Do you have installed an addon for proper Excel support?
by reneeb
26 Jan 2022, 16:59
Forum: Hilfe
Topic: Filterfunktion im Kundenfontend
Replies: 5
Views: 709

Re: Filterfunktion im Kundenfontend

Das ist im Standard nicht umgesetzt. Ihr könntet aber mit Suchvorlagen arbeiten. Ansonsten geht das nur über Codeänderungen.
by reneeb
26 Jan 2022, 16:45
Forum: Howto's
Topic: Dynamische Ticketvorlage kann nicht gelöscht werden
Replies: 2
Views: 2661

Re: Dynamische Ticketvorlage kann nicht gelöscht werden

Was meinst Du mit "Dynamische Ticketvorlage"? Und schau mal im Errorlog des Webservers ob da mehr drinsteht...
by reneeb
26 Jan 2022, 13:41
Forum: Hilfe
Topic: Kunden suchen nach Nachnamen
Replies: 2
Views: 516

Re: Kunden suchen nach Nachnamen

Wie sind denn die Kundenbenutzer konfiguriert? Normalerweise ist der Nachname als Suchfeld aktiviert (https://github.com/znuny/Znuny/blob/64ef5c2b88d9a9196a12696fb979cbcf01a4c842/Kernel/Config/Defaults.pm#L1489). Schau mal in der Kernel/Config.pm ob ihr das Kundenbenutzerbackend selbst konfiguriert ...
by reneeb
25 Jan 2022, 08:50
Forum: General
Topic: Need to add new field under customer create
Replies: 2
Views: 802

Re: Need to add new field under customer create

You need to copy the "$Self->{CustomerUser} = ..." Part from Kernel/Config/Defaults.pm (https://github.com/znuny/Znuny/blob/64ef5c2b88d9a9196a12696fb979cbcf01a4c842/Kernel/Config/Defaults.pm#L1448 up to line 1557) to Kernel/Config.pm and change the "Map". I would use a dynamic fi...
by reneeb
24 Jan 2022, 10:33
Forum: General
Topic: Custom Filter Module based on dev docs example
Replies: 10
Views: 1492

Re: Custom Filter Module based on dev docs example

If you used the XML sample from the developer manual for your config file, it is the wrong version. The tagnames etc. changed from framework version 5 to 6. Old: <?xml version="1.0" encoding="iso-8859-1" ?> <otrs_config version="1.0" init="Application"> <Confi...
by reneeb
14 Jan 2022, 13:28
Forum: Help
Topic: Help on some queries for otrs 6
Replies: 6
Views: 890

Re: Help on some queries for otrs 6

Maybe you should describe more detailed what you want to achieve, how the addon behaviour differs from that.
by reneeb
14 Jan 2022, 13:27
Forum: Help
Topic: Ticket integrate with CMDB
Replies: 1
Views: 499

Re: Ticket integrate with CMDB

by reneeb
14 Jan 2022, 13:25
Forum: General
Topic: Ticket integrate with CMDB
Replies: 8
Views: 1668

Re: Ticket integrate with CMDB

If you want to get a list of ConfigItems that belong to the customer, https://feature-addons.de/znuny/ITSM%20ConfigurationManagement/CustomerCIInfo might fit your needs. If you want a dynamic field with the CMDB as a backend, you might want to try https://opar.perl-services.de/dist/DynamicFieldITSMC...
by reneeb
11 Jan 2022, 15:18
Forum: Help
Topic: SLA's with only visible on certain Queues
Replies: 2
Views: 530

Re: SLA's with only visible on certain Queues

For the second issue: check the history of the affected ticket. Maybe you find some hints what changed the SLA/Service. If something system related (e.g. GenericAgent, PostmasterFilter, ...) changes the SLA or the Service it is *not* checked if they are linked...
by reneeb
11 Jan 2022, 15:15
Forum: General
Topic: Howto?: More tickets by default on the dashboard.
Replies: 2
Views: 860

Re: Howto?: More tickets by default on the dashboard.

You would need to do a small code change. In https://github.com/znuny/Znuny/blob/72b ... ic.pm#L428 you would need to add

Code: Select all

100 => '100',
by reneeb
04 Jan 2022, 11:45
Forum: Help
Topic: template for text in CustomerTicketMessage
Replies: 6
Views: 1135

Re: template for text in CustomerTicketMessage

If you know some JavaScript, you could create a javascript file and a config file: https://os.perl-services.de/perl-academ ... uickticket

That doesn't require to change any framework files.

Or you could use https://feature-addons.de/znuny/Ticket/TicketTemplates
by reneeb
23 Dec 2021, 10:05
Forum: Allgemeines
Topic: URL Link neben Dynamischefelder
Replies: 7
Views: 1830

Re: URL Link neben Dynamischefelder

Nur mit einer Anpassung von Code...
by reneeb
20 Dec 2021, 10:25
Forum: General
Topic: Hide Customer Users From Agents
Replies: 4
Views: 1248

Re: Hide Customer Users From Agents

We have an addon where you can hide Customer Users based on "Tags" and Roles... https://feature-addons.de/znuny/Custome ... stomerUser