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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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May 5, 2022

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. 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

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April 25, 2022

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 the owner of the found tickets.Be careful on this setting!Since the ticket system is ensuring, that no concurrent operations are executed without having the lock

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March 30, 2022

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 being the owner of the ticket.Be careful on this setting!Since the ticket system is ensuring, that no concurrent operations are executed without having the lock

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March 22, 2022

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 owner of the ticket.Be careful on this setting!Since the ticket system is ensuring, that no concurrent operations are executed without having the lock on the

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March 10, 2022

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 of response or solution times. Create new replied status First we need to create a new status clientReplied go to Admin > StateManagement or via

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March 9, 2022

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 the owner of the ticket.Be careful on this setting!Since the ticket system is ensuring, that no concurrent changes are done without having the requirement to

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March 8, 2022

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 Scheduler Daemon Cron: ArticleSearchIndexRebuild Body: Error: Active indexing process already running! Skipping… This maybe caused by triggering the ArticleSearchIndexRebuild manually like described in OTRS

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March 7, 2022

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 optimizations (e.g. elasticsearch). Hopefully Znuny will clean up this in the near future. But does not help to complain let us go through how to

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February 23, 2022