OTRS

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 assume a IT Desktop Services company. This company needs to track the assets like Laptop, PC, Printer, Displays and Dockingstations. First let us define a few dynamic fields Go to […]

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

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

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

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

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?

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

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

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

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

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

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

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

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

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,

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

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

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. All prefixes for variables Variable prefixes <OTRS_AGENT_*><OTRS_APPOINTMENT_*><OTRS_CALENDAR_*><OTRS_COMMENT><OTRS_CONFIG_*><OTRS_CURRENT_*><OTRS_CUSTOMER_*><OTRS_EMAIL_*><OTRS_FAQ_*><OTRS_MERGE_TO_TICKET><OTRS_NEWPW><OTRS_NOTIFICATION_RECIPIENT_*><OTRS_OWNER_*><OTRS_QUEUE><OTRS_REDIRECT_TO><OTRS_RESPONSIBLE_*><OTRS_TICKET_*><OTRS_TOKEN> Variables for current agent details This