Duplicate Support Replies from Shared Mailbox Waste Time and Frustrate Customers Consider following common situation in the customer support. Sarah and John are both on
In this article you will learn how to set Dynamic Fields in your OTRS, Znuny or OTOBO instance via a Generic Agent.For this tutorial we
In this article you will find tools and paths how to ensure a clean migration from Znuny 6.4 to Znuny 6.5 under Ubuntu 20.04 and
The template mechanism in Znuny / OTRS and OTOBO is very helpful to automate regular responses. Your knowledge prerequisites to this article Recommended roles and
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
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
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
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
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
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
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
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
You get deeper into the automation of Znuny, OTRS or OTOBO and you will identify at a point in time that there are two features
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
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
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
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
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
Learn in this article how to debug OTRS & Znuny web service, in particular REST API. The article will guide you thru the configuration steps
Learn in this article what options exist to authentication against the Znuny / OTRS / OTOBO WebService REST APIs.You will find also cURL examples for
Learn in this article what the link types of OTRS / Znuny / OTOBO define and are used to. The link types are: Normal Child
Learn in this article what the default WebService APIs routes of OTRS & Znuny are. Often it is unclear what Routes / URLs and operations
Learn in this article how to setup REST WebService APIs for OTRS / Znuny. The article will guide you thru the configuration steps required to
Learn in this article how to call WebService REST APIs of OTRS / Znuny / OTOBO using cURL. In the previous articles Access Znuny &
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.
A migration / upgrade is highly depending on your existing installation. So there are a bunch of questions which need to be clarified. This are:
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
Learn in this article how to change the browser link of your OTRS / Znuny installation. The link is also named as URL web address
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
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
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
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
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
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
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
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
Learn in this article how to analyze, debug and fully understand OTRS / Znuny traceback errors. Let us take a common upgrade issue from Znuny
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,
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
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
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
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
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
In rare conditions it may happen that the scheduler daemon of OTRS / Znuny may run into following issue and you get tons of tickets
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
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
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
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
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
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)
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.
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
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
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
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
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
Sometimes it is required to change the ticket title to something more meaningful. This is possible from the Znuny / OTRS / OTOBO UI. But
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
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
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
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
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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
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
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
Daemon::SchedulerCronTaskManager::Task Daemon::SchedulerCronTaskManager::Task###MailAccountFetch Default (fetch every 10 minutes)Schedule: */10 * * * *
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
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