Znuny and ((OTRS)) Community Edition

"Hi Roy, Thank you for your help again. The update was performed by an external partner, and I'm not sure about the specifics of how they did it or what exactly they did. I'm going to check with them. Would you take a look at the custom folder anyway? Yes, It would check the folder and the sys...

Hi, wenn mit der Frage gemeint ist ob Du aus der Antwort eines von Znuny ausgehenden Request ein CI anlegen kann dann geht das nur "indirekt". Anders als wie mit Ticket wo man mit ja einiges mit der Response machen kann, braucht es hier einen Trick. Das benötigt einen Webservice der CIs an...

Hi,

Check the CustomerUser configuration for CustomerUserNameFields and CustomerUserListFields. But, usually none of the is set to sAMAccountName. What is the customer email display name for you?

- Roy

Hi,

I've no idea how you've done it. But the add-on MailAccount-Oauth2 looks suspicious to me. Such a functioniality is built in, probably this is your problem. You should verify that all add-ons are required for Znuny LTS 6.5 and also designed for it.

- Roy

Hi, Following the steps from the Modern Authentication with Microsoft blog, I managed to set up the token. However, after 1 or 2 hours, the token expired. I'm not sure if that's okay or not. On the other hand, under the refresh token status, there is a message that the refresh token is valid without...

Hallo,

ich würde statt vermuten mal in die Logdateien schauen, ggf. das Loglevel erhöhen. Und mit Logdateien meine ich alle: Syslog, Applicationlog, Webserver, Kernel, ...

-Roy

Hi,

Das AuthModule HTTPBasicAuth ist nicht für den Einsatz mit dem GenericInterface gedacht. Am besten einfach den Zugriff die Location /otrs/nph-genericinterface.pl ohne Kerberos erlauben und dann die Credentials mitgeben.

- Roy

Hi,

1.) Do you talk about the customer portal?
2.) Check the system configuration for the settings ending with SearchCSVData

- Roy

Hi,

No, there is no configuration for this in the ticket system. But you could utilize a local MTA to do so. Don't know if it's possible in your environment.

- Roy

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove Really don't know why the wheel needs to be reinvented. - Roy I know this feature only as global config (for all Queues) How can I limit it to only specific queues, which are possible with the GA? It's global, and...

IrishPikachu wrote: ↑03 Apr 2024, 15:49
root wrote: ↑03 Apr 2024, 15:33 That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove
Thanks for this.
Do you know if there is a way to auto-send an email when a ticket is moved?

Ticket Notification, as already said, use the event TicketQueueUpdate as trigger.

- Roy

Hi,

ich bau das mal mit einer 7.0.15 nach.

- Roy

hkais wrote: ↑03 Apr 2024, 12:42

So on each move to the queue it will remove the owner and set admin as owner

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Really don't know why the wheel needs to be reinvented.

- Roy

aykj3757 wrote: ↑03 Apr 2024, 12:06 Thank you for you response. But how user credential are sent to index.pl then ? Env variables are set somewhere ?

Hi,

The username is presented via REMOTE_USER environment variable, therefore you have to use AuthModule HTTPBasicAuth

- Roy

Hi,

The auth_mellong error comes from the mod_auth_mellon. There is something wrong with your configuration or metadata.
There is no configuration required for mod_auth_mellon in the Kernel/Config.m, except if you want to use the unmaintained otrs-saml2sp module mentioned in the initial post.

- Roy

Hi,

You are probably looking for Ticket Notifications and the system configuration Ticket::EventModulePost###2700-ForceOwnerResetOnMove

- Roy

Hi, Also ich habe es mit einer 6.5.6 getestet, das ist aber der Webservice mit de 7.0 identisch. Hier mein Controller-Mapping: SCR-20240403-kpqt.png und was bei eiem Webhookservice rauskommt: SCR-20240403-kqad.png Da wird der Wert 1234 aus dem Dynamischen Feld eingetragen in die URL. Kannst Du deine...

Hallo,

in das Controllermapping kommt Ticket_DynamicField_FELDNAME, also Ticket_DynamicField_jiraIssueKey

Mit dem _ nach Ticket wird die auf nächste Stufe in der Verschachtelung der Daten zugegriffen.

- Roy

Hallo,

Erste Frage: sendet Jira die Antwort oder ist die jiraIssueID Teil des Response auf die Anfrage von Znuny?

Zweite Frage: das Zweite XSLT ist das Outbound mapping?

- Roy

skullz wrote: ↑29 Mar 2024, 19:06 Just notice do not go to v8.0.34 as reported here https://github.com/znuny/Znuny/issues/548

As Andrew already wrote: it's not related to MySQL 8.0; it's related to the plugin that AWS Aurora adds by default.

- Roy

Hi,

You probably know it already, but this seems related to issue $548.
We will look into it to see what are the options.

- Roy

Hi, Der Suffix wird da nicht gebraucht wenn's nur der sAMAccountName sein soll. Ich würde erst mal die Gruppe weglassen ('AuthModule::LDAP::GroupDN'). Sind denn wirklich alle Kundenbenutzer Mitglied dieser Gruppe? Wichtig auch zu wissen das die User direkt in der Gruppe sein müssen, nicht "vers...

wurzel wrote: ↑22 Mar 2024, 07:49 Hi,

in der Startaktivität? Da geht nur einer.
Musst Du eine zweite Aktivität bauen.

Hi,

das stimmt zu 50%. Beim Erstellen des Prozesses wird immer der erste Aktivitätsdialog angezeigt. Ist das Ticket erstellt und man ist noch in der erste Aktivität werden alle angezeigt.

- Roy

Hi, da das Can't connect nix mit der LDAP Änderung zu tun haben kann (sonst gäbe es ja nämlich kein Login-Fenster) gehe ich mal davon aus das waren alte Logeinträge. Das Daemon Log ist für den Daemon, nicht Fehler die via Webserver kommen. In der Config.pm, Z85 steht $Self->{'AuthModule::LDAP::UID'}...

Hallo, wenn die Meldung "Can't connect" ist hat das nichts mit der Config.pm zu tun. Erster Schritt: prüfen ob die Datenbank läuft und auch nach einem Serverreboot automatisch startet. Ich tippe drauf das letzteres nicht der Fall ist. Führe doch mal systemctl status mariadb bzw. systemctl ...

Hi,

Which code lines of Znuny should have caused this?

- Roy

Hi,

Before I start any further investigation, I recommend an update of Znuny 7.0.15. This is the quickest way to check if it's related to your 7.0.13. It doesn't hurt and is a quick task.

- Roy

vilhs wrote: ↑13 Mar 2024, 20:55 Yes yes, I followed the instructions there. I've downloaded the rpm and upgraded the version.

The release file shows the updated version, but I think somehow it is still linked to the older version.

Do you really run 6.0.16 these days?

- Roy

After upgrading from 6.0.3x to 6.0.40 with otrs-community-edition-6.0.40.sh script no Ticket Notifications are sent anymore to agents after valid ticket actions (Ticket creation, ticket updates etc.) 1. Verified that no SendAgentNotification event is created in Ticket's history 2. In Ticket notific...

Hallo, als im Standard ist RepositoryList inaktive. Aktivieren mit bin/otrs.Console.pl Admin::Config::Update --setting-name Package::RepositoryList --valid 1 Du kannst den Wert von der Kommandozeile mit einer YAML-Datei befüllen: --- - AuthHeaderKey: Authorization AuthHeaderValue: Token token=xxx Na...

Hello, the problem seems to be caused by the OTRS cache that occupied all diskspace. Is it possible to schedule a cache cleaning every week or it will brake te otrs services? The command, could be this? perl bin/otrs.Console.pl Maint::Cache::Delete Hi, Isn't it more of a problem of server administr...

Hi, Have you ever read your ACL out loud? "When the queue selected at the moment in the UI is 'IT - queue' then removed the process from the available list and the state new from the list of the possible states". Are you sure this is what you want? Checking if the agent belongs to the IT g...

Hi,

There is no Outh2 option in Znuny LTS 6.0, yu have to upgrade. The latest stable LTS version is 6.5.6

- Roy

Hi,

There is a fix already on the way. It's part of the next release: https://github.com/znuny/Znuny/commit/7 ... b92eee4f55

- Roy

Hi,

You have to use the process id, not the process name:

SCR-20240310-nhik.png

- Roy

Hi,

Ja, das ist die Defaulteinstellung. Wenn Du die Systemkonfiguration Ticket::Frontend::AgentTicketPriority###RequiredLock deaktivierst wird keine Sperre für die Prio gebraucht. Das gilt dann aber für jeden der Rechte auf das Ticket hat.

- Roy

Hi,

Nimm doch mal im Mapping vom CustomerUser den Typo bei dem Attribut von UserLogin raus.
Btw, das ist nicht das Systemlog was ich eigentlich meinte.

- Roy

Hi,

I recommend asking the vendor and not here in the community forum.

- Roy

Hallo,

Was sagt denn das Systemlog dazu? Ggf. die Systemkonfiguration MinimumLoglevel mal auf debug stellen.

- Roy

Hi,

siehe https://doc.znuny.org/znuny_lts/release ... e-6.5.html: Es 6.5 braucht ein 6.4, schaut man bei der 6.4 ein 6.3 etc.

Bei dir also 6.0 => 6.1 => 6.2 => 6.3 => 6.4 => 6.5 und erst mal mit einem Testsystem...

- Roy

Hi,

I have no idea what issue this should be. The add-on is (now again) available via the Open Source repository. It was disabled for a certain to fix a bug that could have led to search profile deletion in a specific situation.

SCR-20240304-rsoc.png

SCR-20240304-rtjd.png

- Roy

Hi,

This can be done with ACLs

- Roy

Hi,

Du bist jetzt aber nicht direkt von 6.0 auf 6.5 gegangen, oder?

- Roy

Hi,

There is no start or end time for a note—only the timestamp when the note is saved/stored by default.
What you probably want is only available with a Znuny support subscription: a time counter that stores the read and write time of the agent's work.

SCR-20240301-jyhh.png

- Roy

bangert wrote: ↑29 Feb 2024, 23:40 any news or fixes ?

Hi,

Do you have the same issue with Znuny 7 as someone 4 years ago with OTSR 5.0? I doubt that, please open a new topic with an error description.

- Roy

on test server, just upgraded from 6.4 to 6.5.4 (pbm with external packaged> removed) > upgraded to 6.5.6 no problem......don't konw what happened on prod...I close this thread..sorry for your time spent on that but still interested to allow standard users to access MarkAsImportant article action ;...

Hi,

I do not know what went wrong, but it's related to your instance. Do you use RPM or any of the archives? You had the same result with your test system?

- Roy

Hi,

This add-on has been renamed to Znuny-PrimarySecondary. Install this add-on with this command:

Code: Select all

bin/znuny.Console.pl Admin::Package::Install https://download.znuny.org/releases/packages/:Znuny-PrimarySecondary

and it will replace OTRSMasterSlave

- Roy

Hi,

This error is not related to Znuny. You have to check this with Exchange/Exchange Online. Znuny uses only SMTP with authentication. Make sure the user who authenticates has all required permissions.

- Roy

When I run AdminSupportDataCollector it uses my Perl modules that come with the base Perl installation from the repository. It ignores my Perl modules that I downloaded from CPAN for the OTRS user. When I run the script manually it works correctly. Hi, CPAN modules must be installed systemwide ! Yo...

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