Znuny and ((OTRS)) Community Edition

PhyrePhoX

Perfect, thank you!

PhyrePhoX

Hi, i create a link to an external system by using (for example) [% Data.Created | uri %] This creates a date in format "yyyy-MM-dd HH:mm:ss". Now, in the external system there has been a change and they only accept "yyyy-MM-dd HH:mm" (without the seconds!). Is there any way i ca...

PhyrePhoX

Hi, i have created several filters in the Core::PostMaster setting *PreFilterModule###000-ExternalTicketNumberRecognition* However, it is somewhat limited, i can for example filter only on FromAddressRegExp. Is there a documentation somewhere on how to add more regex fields? Like for example ToAddre...

PhyrePhoX

but imho this needs to be reflected in the documentation better. This essentially means ANY customization will be lost in an update, unless you use a package?

PhyrePhoX

Hi, when i upgrade Znuny OTRS, there is a script that transfers settings and some files. However, the other day i noticed that my motd file was NOT transferred. How can i make sure i can transfer ALL customized files? Do i need to keep my own "log" or need to run a diff versus a "virg...

PhyrePhoX

Hi, i have several backend systems that i want to reach conveniently with a URL directly in a ticket (zoom). I populate 2 dynamic fields to generate two URLs, but the ID i use for the urls is actually the same. So i want to enter the ID only once, and have two URLs shown on ticket zoom. I guess this...

PhyrePhoX

Hi, i have a question in regards to reply/new tickets that are written to the customer. When i search for a customer in the "To" field, it looks up in the database (currently, that is LDAP, but will be expanded to a postgres as well) and proposes some customers, i can then choose from. If ...

PhyrePhoX

thanks! That was it!

PhyrePhoX

Hi, i installed znuny 6.4.3, and before testing anything i updated to 6.4.4. - so i am not sure if the problem i am about to describe is actually from the update or from the beginning: In all dialogues where i can/must enter text, the text input field is "inactive", i cannot use it. For ex...

PhyrePhoX

Thanks for the nice and welcoming response! I am a huge fan of OTRS and set up instances since at least 17 years. Now the next step with Znuny, yay

PhyrePhoX

Hi, i am in the process of installing OTRS 6 and our organization chose the Znuny Fork. I need to start as soon as possible. I see that 6.5 is right around the corner. Is it possible to have a smooth update from 6.4 to 6.5 or should i wait for the release of 6.5? Since 6.4 is EOL as soon as 6.5 is r...

PhyrePhoX

Also add TicketID within 'SortedAttributes' array https://github.com/znuny/Znuny/blob/df05989a64da3ee07f32e9bf21f50744db75a8d8/Kernel/System/Stats/Dynamic/TicketList.pm#L1750 my @SortedAttributes = qw( Number TicketNumber (+) TicketID Age Title ....... ......... ), thanks alot, that did the trick!!...

PhyrePhoX

anyone? There are more options uncommented in the ticketlist.pm file, so i guess there must be an easy way to make them available?

PhyrePhoX

t tried to find something in a tt or dtl file, but didnt. Where else can i look? or do i have to rebuild config?

PhyrePhoX

It worked. Thanks again, people! Actually, i was too fast... I can choose TicketID in the X-Axis now (and also OwnerID, i uncommented that one in TicketList.pm as well), but in the resulting file, both these columns are missing :( You see in x-axis "selector" i added ticketid and owner id...

PhyrePhoX

It worked. Thanks again, people!

PhyrePhoX

Hi, I think he talks about editing. It's recommended to copy the original files you like to modify to the Custom/ folder (including directories). In your case: /opt/otrs/Kernel/System/Stats/Dynamic/TicketList.pm => /opt/otrs/Custom/Kernel/System/Stats/Dynamic/TicketList.pm Then modify the file and ...

PhyrePhoX

https://github.com/znuny/Znuny/blob/df05989a64da3ee07f32e9bf21f50744db75a8d8/Kernel/System/Stats/Dynamic/TicketList.pm#L1642 are you implying i just need to uncomment this line? What comes after that (i usually try to avoid editing in the filesystem directly)? Do i just restart apache or do i have ...

PhyrePhoX

Hi,

i would like to have the ticket ID included in reports (x-axis), not just the ticket number.

Do you know if there is a way?

Thank you!

PhyrePhoX

Many thanks, roy! for type in $(find /usr/share/otrs/var/tmp/CacheFileStorable/ -maxdepth 1 -type d $ -name CustomerUser\* -o -name CustomerCompany\* $ -exec basename "{}" \; ) ;do /usr/share/otrs/bin/otrs.Console.pl Maint::Cache::Delete --type "$type"; done did the trick. This...

PhyrePhoX

or could be the solution the

CacheTTL => 60 * 60 * 24, # use 0 to turn off cache

setting in the config?
Is this the standard value? 24 hours? wow. How dangerous is it turn it off or set it to 5 minutes, do you know?

PhyrePhoX

Hi guys, quick question/scenario: OTRS uses a readonly customer database, that i fill/sync with external tools/scripts. I usually run this script at night, followed by a "/usr/share/otrs/bin/otrs.Console.pl Maint::Cache::Delete", so that changes in a customer are directly reflected in the ...

PhyrePhoX

Hi, is it possible to pass arguments like customer id / login or contract number via generic agent to a script ? Ticket commands / CMD only allows ticket number and ticket id. Do i really have to write a custom module for this? Background to my question: - i import daily a customer database directly...

PhyrePhoX

Hi guys, do you know of a way to filter the list of online agents to (for example) show only users of a certain role? Currently the only filter i can see in the sysconfig is "agent", but all users, who can login into otrs are either agents or customers. I want our sales department to be ab...

PhyrePhoX

Digging up an old topic here, but is there a way i can "hack" the event calendar to show past events even when the tickets are closed? OTRS 5 here.
For us it is important to see also in the past, not just the future...

PhyrePhoX

If building a link using Config.pm, Owner=[% Data.Owner | uri %] only can show the owner username only.. Perhaps writing some generic agent upon owner update event to update some dynamic field with owner fullname..from there can get the details from the dynamic field instead. thanks, this helps me ...

PhyrePhoX

Hi, i have trouble using the tags for the owner of a ticket when i create a link. [% data.UserFullName | uri %] does not work. Any other iteration i tried also does not work. <OTRS_OWNER_*> or <OTRS_TICKET_OWNER_*> Not sure what the difference is between otrs_owner and otrs_ticket_owner? Also tried ...

PhyrePhoX

Thank you for your help.

PhyrePhoX

Hi, See https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Modules/AgentTicketSearch.pm#L227 and https://github.com/OTRS/otrs/blob/rel-6_0/Kernel/Modules/AgentTicketSearch.pm#L287 for possible parameters. Working example: /otrs/index.pl?Action=AgentTicketSearch;StateIDs=4;StateIDs=1;Subaction=Search ...

PhyrePhoX

putting it like StateType={new,closed} or StateType={'new','closed'} or StateType={'new';'closed'} also doesnt work

PhyrePhoX

StateID=1,2,3 etc also doesnt seem to work

PhyrePhoX

skullz wrote: ↑04 Mar 2020, 02:06 Try

StateType=new;StateType=open;StateType=pending reminder;

Good luck

Thank you, but unfortunately, that doesnt work either - it only used the first mentioned statetype (in this case: "new"). There has to be a way to use some kind of array, i guess!?

PhyrePhoX

i asked a followup question in viewtopic.php?f=53&t=41482

PhyrePhoX

Hi, following up on https://forums.otterhub.org/viewtopic.php?f=53&t=41079&p=165873#p165873 I have a question: https://xyz.net/otrs/index.pl?Action=AgentTicketSearch;Subaction=Search;StateType=merged;ShownAttributes=LabelSearch_DynamicField_masterticket;Search_DynamicField_masterticket=[% Da...

PhyrePhoX

that worked perfectly, thank you!

Is there a list of usable search parameters handy somewhere?

PhyrePhoX

root wrote: ↑02 Oct 2019, 15:45 Hi,

Pretty sure this is the menu module which is disabled by default and just move the ticket to a defined queue.

- Roy

exactly, this is it. I would like to go back to overview after clicking the "junk" link.

PhyrePhoX

any ideas?

PhyrePhoX

Hey, Just work with a search profile. After saving it, you can take the 'Profile link' and share it between agents. Best regards Emin Hi, thanks for the reply, but this link only works for ONE agent (the one who creates that search). The Profile link is actually a useless feature (i dont see practi...

PhyrePhoX

Hi, i am looking for the exact way to properly add/change search parameters in the url. I dont know why OTRS is making it so hard. I found out how to use dynamic fields in the search. What i dont know is how to use date or timespan parameters. https://otrs.domain.net/otrs/index.pl?Action=AgentTicket...

PhyrePhoX

Hi, i would like OTRS to go back to the queue after i press the junk/spam button (same as after i close a ticket). Is that possible and how/where?

As of now, you are staying in ticket zoom.

PhyrePhoX

i really searched everywhere and i still cannot do it. How can i send a mail from OTRS to itself, that is opening a NEW ticket? Background: We have tickets, in which agents need to do something specific at a specified time. When the agent is not around or in lunch break, nobody will see the pending ...

PhyrePhoX

Hi, Try Data.Redmine instead of Data.DynamicField_Redmine I think it's a backward compatibility that it works in AgentTicketZoom. - Roy Works like a charm, thank you! Actually i dont know why i have the DynamicField_ there, i guess i found it in some old documentation (and as you said, it worked in...

PhyrePhoX

root wrote: ↑14 Nov 2018, 16:39 Which version do you use?

5.0.24 (with ITSM Modules)

wurzel wrote: ↑14 Nov 2018, 16:39show your dynamic field configuration.

Screenshot from 2018-11-14 16-25-47.png

Thanks for your help, guys

PhyrePhoX

Any idea?

PhyrePhoX

Hi, i have set a dynamic field with an URL. In the ticket overview, it is DISPLAYED correctly (the right value is displayed and it is a hyperlink): Screenshot from 2018-11-01 15-21-00.png However, the link behind it is JUST the base URL, WITHOUT the dynamic field content in it (it is basically usele...

PhyrePhoX

Hi,

i can add dynamic field to virtually all screens/interfaces in OTRS, but i cannot customize the Bulk Action Screen.
Is it possible to do that, somehow? IN sysconfig i cannot add it.

Thanks, PhoX

PhyrePhoX

Hi, i would like to have a notification, that creates a new ticket - not a followup article. In other words: If an event happens (lets say a due date is reached), i want to create a NEW ticket instead of an update in an existing ticket (the one with the due date). Bonus: Have both tickets automatica...

PhyrePhoX

Hi, i have a few ticket-date/time dynamic fields, where i would like to have some messages sent to a specific group of people when a certain date is reached (or some days before, depending on case). In the notifications i cannot choose dynamic fields like date/time (that is where i would have expect...

PhyrePhoX

thanks for your input, i played around a bit more,
this is the only combination of applied filters that leads to first response timer disabled:

Screenshot from 2018-05-30 16-02-48.png

PhyrePhoX

anyone?

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