OTOBO

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 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

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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 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

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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 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?

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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 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

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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 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

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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: 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

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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. 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

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