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 group is allowed to modify it. Here you will learn how to configure it, to be accessible to other users too. Your knowledge prerequisites to …
Allow non-Admins access Admin-menu in OTRS / Znuny / OTOBO Read More »
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 thereof, is key in managing unseen articles and optimizing your helpdesk operations. Discover in this article how to maximize your efficiency with Znuny’s visual marking …
Ticket Star System on OTRS / Znuny for Improved Helpdesk Management Read More »
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 massively many tabs with tickets. Each tab is causing a connection to a database, since the connection sharing is somehow not optimally solved on the …
Howto Fix Error: Too many connections on Znuny, OTRS, OTOBO Read More »
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 Create Phone Ticket interface with prefilled relevant information about the calling customer. Znuny is the Open Source Service Desk, therefore its integrations with call-center software …
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 the calling customer for incoming call. This is often referred as Computer Telephony Integration (CTI). Znuny is the Open Source Service Desk, therefore its integrations …
How to open Znuny Create Ticket on incoming Phone call / CTI / VoIP Read More »
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 to ensure that only the message entered by the current agent is getting sent and that this agent has selectively choose what to send out? …
Disable quoting of E-Mails on composing replies in Znuny, OTRS, OTOBO Read More »
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 to learn more Configure List Sizes or overview pages and list view pages Dynamic Fields Management On Dynamic Fields Management list view the defaults are …
Configure list size in Dynamic Fields Management Read More »
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 you have to understand at what situation are the both features working. This is Postmaster FilterAs the name says it is a man or service, …
Generic Agent vs Postmaster Filter in Znuny & OTRS Read More »
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 via REST, we guide you thru the essential configuration steps of REST API in the role of the service provider. If you followed the steps …
Znuny & OTRS REST API – Search for DynamicField Content Read More »
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 the name under which you will later find your transition actions. This is really helpful to you and your team mates to have a standard …
Best practices for naming Transition Actions in Znuny, OTOBO, OTRS Read More »
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 can easily switch to Znuny, and you should! Read more about upgrading Upgrade/Migrate trouble-free from OTRS 5 to OTRS/Znuny 6This features are freely available in …
Send E-Mail in Process Management with Znuny & OTRS Read More »
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 API in Znuny / OTRS / OTOBO to access your tickets, articles, and so on via the role of the service provider i.e. the system …
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 articles Access Znuny & OTRS API via REST, Znuny & OTRS REST API Routes we guide you thru the configuration steps of REST API in …
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 tickets to solve a common Incident / Case / Issue of your client. For this case it is helpful to have these tickets interlinked in …
Ticket Linking Types Normal, Parent in Znuny & OTRS Read More »
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 article Access Znuny & OTRS API via REST, we guide you thru the configuration steps of REST API in the role of the service provider. …
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 Znuny / OTRS / OTOBO to access your tickets, articles and so on via the role of the service provider i.e. the system will be …
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 & OTRS REST API Routes and Authenticate to Znuny / OTRS REST API we guide you thru the configuration steps of REST API in the …
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 is a bug (re-)introduced with Znuny 6.3 version. It is a bug which will probably never fixed in Znuny 6.3, since it is a intermediate …
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 use? what software/package versions do you use? your installation size of the ticket system? your backend of the ticket system? existing integrations Please provide us …
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 Process Management processes. Change Ticket title in a process It is sometimes helpful to change the title of a ticket with some values from data …
Change Ticket title in Process Management with Znuny & OTRS Read More »
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) DNS For this tutorial we will assume your OTRS / Znuny is reachable under https://otrs.example.com and we want to change it to https://servicedesk.example.com Prepare your …
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 your OS and installation way of OTRS/Znuny there are different ways. Ubuntu and Debian based Znuny installs for deb package and for debian based source …
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 to use and can be customized to meet your specific requirements. Choosing Znuny will give you a system that is reliable and scalable. Due to …
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 used by large companies such as Microsoft or Amazon. However, in early 2018, there have been rumors about discontinuing OTRS as open source. The reason …
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 be discontinued. Luckily it did not happen. However, its popularity meant that it continued to be developed and maintained by a community of volunteers. The …
OTRS free community edition discontinued what now? Read More »
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 failing on fetching E-Mails and we get this error: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10 Perl Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Console command ‘MailAccountFetch’ is …
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. This process so far is good. Sadly it is not so good, if the ticket gets an reply to a later time there, the previous …
How to remove lock of closed tickets in Znuny / OTRS Read More »
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 version 1.0 and we have never had a clean upgrade! Before going on, lets clarify idempotent. This means you can re-run multiple times a function, …
Is the OTRS/Znuny DBUpdate-to-X.pl script idempotent/re-run-able? Read More »
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 or sending new tickets, adding new notes or simply linking or merging tickets? And in this moment you see in your /var/apache/error_log messages like this? …
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: unsafe ownership on homedir ‘/opt/otrs/.gnupg’ The issue is your folders permission of /opt/otrs/.gnupg and could be fixed with chown -R www-data.www-data /opt/otrs/.gnupg find /opt/otrs/.gnupg -type …
How to fix unsafe ownership .gnupg in OTRS / Znuny Read More »
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 apt-get install nginx fcgiwrap Now edit your /etc/init.d/fcgiwrap to ensure that user and group are set to www-data. Also switch to the more efficient socket …
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. Email too big (41234 KB – max 25600 KB) or POPS: Can’t fetch email x from xxxx@xxxxx.xxx/xxx.xxxxx.xxx. Email too big (41234 KB – max 25600 …
Error ‘Email too big’ on OTRS / Znuny e-mail fetching Read More »
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 your OTRS / Znuny for this. Configure the personalized Signature first before we can use a signature / footer, we need to define it first …
Add custom & personal footer with logo in OTRS / Znuny? Read More »
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 from and thus the configuration is not very clean and clear. Read on to learn more Screens for answer, forwarding and sending new tickets In …
Set default ‘Next ticket state’ on reply or Send Read More »
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 intuitive to find. Change Ticket title manually On the top level menu of your ticket you will find the section Miscellaneousand underneathFree Fields Now you …
How to manually Change Ticket title in Znuny & OTRS Read More »
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. Thus we have collected all (for us) known variables in this article. Variables for current agent details This variables can be used there a agent …