Allow non-Admins to access Templates in OTRS / Znuny
The template mechanism in Znuny / OTRS and OTOBO is very helpful to automate regular responses. Your knowledge prerequisites to this article Recommended roles and groups As described before, we
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Allow non-Admins access Admin-menu in OTRS / Znuny / OTOBO
To be able to provide Power-Users or Admins also accesses to the Admin section, you have to enable the permissions to it. But sadly as a default, only the admin
Ticket Star System on OTRS / Znuny for Improved Helpdesk Management
Znuny, a leading open-source helpdesk software, offers a straightforward visual marking system that significantly enhances ticket management efficiency. This Znuny star system, utilizing yellow and white stars and the absence
Howto Fix Error: Too many connections on Znuny, OTRS, OTOBO
You are regularly facing an the following error on your Znuny, OTRS or OTOBO installation? This is a typical case, there power users are having many tabs open, or open
Enable CTI, VoIP, SIP phone on Znuny
Learn in this article how to enable Znuny to be able to use Computer Telephony Integration (CTI) with your VoIP/SIP phone. E.g. to react to incoming calls by opening the
How to open Znuny Create Ticket on incoming Phone call / CTI / VoIP
Learn in this article how to configure a SIP Client, in our example the open source JITSI, to open the Znuny Create Phone Ticket dialog with prefilled relevant information about
Disable quoting of E-Mails on composing replies in Znuny, OTRS, OTOBO
You have the issue, that your agents are not cleanly reading the full e-mail on reply and sensitive data is getting therefore send by your company to arbitrary persons?You want
Fix Znuny, OTRS OTOBO error: Email already fetched by another process
You are getting one of these errors in Znuny, OTRS or OTOBO and you do not know how to fix it? Sending of this message has failed … Can’t connect
Configure list size in Dynamic Fields Management
In this article you will learn how to configure your OTRS, Znuny or OTOBO instance to define a list and page size for to view all Dynamic Fields. Read on
Generic Agent vs Postmaster Filter in Znuny & OTRS
You get deeper into the automation of Znuny, OTRS or OTOBO and you will identify at a point in time that there are two options to automate your tasks. First
Znuny & OTRS REST API – Search for DynamicField Content
Learn in this article how to use REST API of OTRS & Znuny to search for Tickets with specific DynamicField_NameXY content. In the previous article Access Znuny & OTRS API
Best practices for naming Transition Actions in Znuny, OTOBO, OTRS
In this article you will learn the best practices on naming conventions for Transition Actions on Process Management processes in Znuny, OTOBO and OTRS. Transition Action Name Here you define
Send E-Mail in Process Management with Znuny & OTRS
This article explains how to send a e-mail in a Znuny / OTOBO Process Management process in a transition action. As a OTRS user on the versions <= 6.0 you
Upgrade/Migrate trouble-free from Znuny 6.3 to Znuny 6.4
In this article you will find tools and paths how to ensure a clean migration from Znuny 6.3 to Znuny 6.4 under Ubuntu 20.04 and 22.04. How to get started?
Upgrade/Migrate trouble-free from Znuny 6.2 to Znuny 6.3
The original documentation to upgrade Znuny 6.2 to latest 6.3 is focused on many different Linux distributions. Here we focus on Ubuntu 20.04 LTS and also with 22.04 LTS In
Znuny & OTRS Debugging REST API
Learn in this article how to debug OTRS & Znuny web service, in particular REST API. The article will guide you thru the configuration steps required to provide the REST
Authenticate to Znuny / OTRS REST API
Learn in this article what options exist to authentication against the Znuny / OTRS / OTOBO WebService REST APIs.You will find also cURL examples for better understanding. In the previous
Ticket Linking Types Normal, Parent in Znuny & OTRS
Learn in this article what the link types of OTRS / Znuny / OTOBO define and are used to. The link types are: Normal Child Parent Sometimes you require multiple
Znuny & OTRS REST API URLs & Routes
Learn in this article what the default WebService APIs routes of OTRS & Znuny are. Often it is unclear what Routes / URLs and operations to use. In the previous
Access Znuny & OTRS API via REST
Learn in this article how to setup REST WebService APIs for OTRS / Znuny. The article will guide you thru the configuration steps required to provide the REST API in
duplicate: REST API Calling examples Znuny/OTRS
Learn in this article how to call WebService REST APIs of OTRS / Znuny / OTOBO using cURL. In the previous articles Access Znuny & OTRS API via REST, Znuny
Error: command ‘MailAccountFetch’ is failed
After upgrading to Znuny 6.3 you get new tickets with the subject OTRS Scheduler Daemon Cron: MailAccountFetch and the body Console command ‘MailAccountFetch’ is failed. Cause of the issue It
Questionnaire for Migration Support Request
A migration / upgrade is highly depending on your existing installation. So there are a bunch of questions which need to be clarified. This are: what operating system do you
Change Ticket title in Process Management with Znuny & OTRS
This article explains how to change a title of the ticket to make it easier for your agents to search for standard process tickets in Znuny / OTRS / OTOBO
Change URL / FQDN / address of OTRS / Znuny
Learn in this article how to change the browser link of your OTRS / Znuny installation. The link is also named as URL web address FQDN (full qualified domain name)
How to automatically export CMDB from Znuny?
You are using Znuny with Configuration Management DataBase (CMDB) as a data store for hardware and software and you want to export this data for reuse? Export CMDB Depending on
Znuny / OTRS Jq not Installed on CheckModules.pl
You are getting the error that Jq is not installed on running Znuny / OTRS /bin/otrs.CheckModules.pl –all and you get the error Jq………………………….Not installed! Jq is at least required for
Upgrade/Migrate trouble-free from Znuny 6.1 to Znuny 6.2
The original documentation to upgrade Znuny 6.1 to latest 6.2 is focused on many different Linux distributions. Here we focus on Ubuntu 20.04 LTS (shall work also with 22.04 LTS).
Prepare / start a upgrade / migration of OTRS / Znuny
How to get started? The best way to start with an upgrade, a change or a migration from OTRS to Znuny is to have a clone or a new instance
Upgrade/Migrate trouble-free from Znuny 6.0 to Znuny 6.1
The original documentation to upgrade Znuny 6.0 to latest 6.1 is focused on many different Linux distributions. Here we focus on Ubuntu 20.04 LTS (shall work also with 22.04 LTS).
OTRS & Znuny Support
If you are looking for a ticketing system expert that can handle all of your service desk needs, Znuny (formerly OTRS community edition) is the perfect option. Znuny is easy
Current OTRS open source status?
In 2003, a German company called OpenSource Consulting (OSC) released a software package called OTRS. OTRS was designed to be a trouble ticketing system for customer support, similar to systems
OTRS free community edition discontinued what now?
In 2009, the company behind the OTRS free edition announced to go public as a share company OTRS AG. There was a lot of rumors that the free edition would
Understand Znuny / OTRS / OTOBO traceback
Learn in this article how to analyze, debug and fully understand OTRS / Znuny traceback errors. Let us take a common upgrade issue from Znuny 6.2.x to 6.3.xHere we are
How to remove lock of closed tickets in Znuny / OTRS
On closing tickets the last lock state is being kept on the ticket. E.g. an agent has worked on the ticket after finishing his work, he simply closed the ticket.
Allow users to Bulk Edit locked tickets of other agents OTRS / Znuny
Depending on the process you live in your team it maybe required to allow users to bulk edit tickets, even if they are not having the lock or not being
Allow users to Move locked tickets of other agents OTRS / Znuny
Depending on the process you live in your team it maybe required to allow users to move tickets between queues, even if they are not having the lock or not
Allow users to close locked tickets of other agents OTRS / Znuny
Depending on the process you live in your team it maybe required to allow users to close tickets, even if they are not having the lock or not being the
Mark replied tickets in Znuny/OTRS
You want to highlight replied tickets from clients to identify easily between open and replied tickets? E.g. you have a different policy/SLA for open tickets vs new tickets in terms
How to allow users to reply on locked tickets of other agents
Depending on the process you live in your team it maybe required to allow users to reply on tickets, even if they are not having the lock or not being
Fix OTRS / Znuny error: Active indexing process already running!
In rare conditions it may happen that the scheduler daemon of OTRS / Znuny may run into following issue and you get tons of tickets generated by the scheduler. Subject:
OTRS / Znuny search tuning with rebuilding ArticleSearchIndex
OTRS and Znuny use sadly a custom index for optimizing search. Sadly, because since many years there a good out of the box solutions, which make fast and reliable search
Upgrade/Migrate trouble-free from OTRS 5 to OTRS/Znuny 6
Sadly the documentation of upgrading OTRS 5 to OTRS/Znuny 6 is not that quality that it is obviously and easy to handle. This HowTo is built on top of many
Is the OTRS/Znuny DBUpdate-to-X.pl script idempotent/re-run-able?
In our case we have seldom the luck, that the upgrade of OTRS / Znuny is working like charm and runs of first execution.We are using OTRS / Znuny since
How to fix OTRS/Znuny upgrade error character_set_database utf8
During an upgrade on OTRS 5 and Znuny 6 and above you may get the following error. sudo -u otrs scripts/DBUpdate-to-6.pl Migration started … Checking requirements … Requirement check for:
How to fix apache coredumps in OTRS / Znuny
In this article you find a solution for Apache coredumps with OTRS or Znuny. The common coredump issue You get regularly Internal Server Errors like this during you are writing
How to fix unsafe ownership .gnupg in OTRS / Znuny
In this article you will learn how to fix a common issue with gnupg gpg/pgp integration in OTRS in Ubuntu 18.04 and 20.04.The log (error) message is typically: gpg: WARNING:
OTRS / Znuny on Ubuntu with nginx
This article describes how to configure OTRS in conjunction with nginx only. This article content was tested with all Ubuntu versions 14.04, 12.04 and 10.04. First install the required packages
Upgrade / migrate any OTRS to latest Znuny
OTRS, Znuny and OTOBO have a clean upgrade path. The page is pretty straight forward. All upgrades need to be executed after another. Means how can you upgrade the versions
Error ‘Email too big’ on OTRS / Znuny e-mail fetching
If you face this error on OTRS / Znuny, you have very probably a missconfigured mail fetching configuration. You may face errors like: IMAPS: Can’t fetch email x from xxxx@xxxxx.xxx/xxx.xxxxx.xxx.
Add custom & personal footer with logo in OTRS / Znuny?
In OTRS you can define so called Signatures to add a custom footer. The footer can contain: Logo Images HTML Links In this article you will learn how to configure
How to migrate OTRS / Znuny from centOS to Ubuntu
In this article you will find all steps how to migrate OTRS/Znuny from centOS to Ubuntu. Since the package maintenance of OTRS/Znuny of the debian package is not very good
Set default ‘Next ticket state’ on reply or Send
In this article you will learn how to configure your OTRS, Znuny or OTOBO instance for your default Next ticket state. It depends from which screen or operation you come
How to manually Change Ticket title in Znuny & OTRS
Sometimes it is required to change the ticket title to something more meaningful. This is possible from the Znuny / OTRS / OTOBO UI. But the location is really not
Configure max fetching size of e-mails in OTRS / Znuny / OTOBO
In Znuny / OTRS / OTOBO there are some good defaults defined. E.g. for fetching e-mails a typical default of 16MB is defined. This could be in some cases far
How to debug e-mail errors in OTRS / Znuny?
You face the issue, that e-mails are missing in OTRS. There could be multiple issues behind it. You want to understand how you can debug or trace the root cause
Allow non-Admins access to Generic Agent OTRS / Znuny?
The generic agent is a nice feature of OTRS to automate ticket handling. But sadly as a default only the admin group is allowed to modify it. Here you will
How to configure gpg/pgp encrypted communication for OTRS / Znuny?
Learn how to configure your OTRS to encrypt and decrypt GPG messages easily for your agents. Basically you have two steps, the preparation on your operating system of OTRS, and
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Is OTRS ITIL certified and compliant?
OTRS is a IT service management tool and thus it comes up very quickly that bigger companies as for compliance to some standards. One of the common service management standards
Available OTRS / Znuny variables for automation
OTRS provides a bunch of variables for automation and for generation of notes, e-mails, event notification and messages. Which variables are available are sadly bad documented on Znuny/OTRS page itself.
How to set max amount on search result page in OTRS / Znuny?
In OTRS you can use some defaults to see results of ticket searches. These amount of results is configurable with the gear icon on the top left corner of the
How to configure mail polling schedule/cron for OTRS / Znuny
Daemon::SchedulerCronTaskManager::Task Daemon::SchedulerCronTaskManager::Task###MailAccountFetch Default (fetch every 10 minutes)Schedule: */10 * * * *
How to configure SMTP / Mail sending with OTRS / Znuny?
You need to configure OTRS to access a SMTP (sending mail server). This configuration is mandatory to be able to send and reply to client e-mails/tickets. Now you need to
How to configure E-Mail polling (pop3) in OTRS / Znuny?
You want to use OTRS to poll new tickets via POP3 from your mailserver. Why is it recommended to use POP3?With POP3, OTRS will delete the e-mails once they are