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znuny4otrs-autoselect's Introduction


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Znuny

Znuny is a continuation of the ((OTRS)) Community Edition (version 6.0.30) which was declared end of life (EOL) at the end of December 2020.

The primary goal for this project is to provide a maintained and stable version of the well known ticket system and improve it with new features.

The second goal is to reestablish a connection to the community.

License

The project is distributed under the GNU General Public License (GPL v3) - see the accompanying COPYING file for general license information. If you need more details you can have a look here.

Documentation

You can find documentation here. The source code of Znuny is publicly available on GitHub.

You want to get in touch?

Software requirements

Operating system

  • Linux (Debian or Red Hat preferred)
  • Perl 5.16.0 or higher

Web server

  • Apache 2 + mod_perl2 or higher (recommended)
  • Web server with CGI support (CGI is not recommended)

Databases

  • MySQL 5.0 or higher
  • MariaDB
  • PostgreSQL 9.2 or higher
  • Oracle 10g or higher

Browsers

  • These browsers are NOT supported:
    • Internet Explorer before version 11
    • Firefox before version 31
    • Safari before version 6

Vendor

This project is mainly funded by Znuny GmbH, Berlin. If you need professional support or consulting, feel free to contact us.

Znuny Website

znuny4otrs-autoselect's People

Contributors

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Forkers

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znuny4otrs-autoselect's Issues

Does not work in AgentTicketProcess

Expected behavior: Automatic selection if only one process is available
Given behavior: The only available process is not selected.

Tested w/ OTRS 4 and OTRS 5

Difference between branches

The FieldID ProcessEntityID is missing in the configuration of the master branch. master4 contains this setting.

Internal Server Error 500 - Can't locate object method "AddJSOnDocumentCompleteIfNotExists"

After Updating Znuny-Repo as suggested for Issue 3 (#3) all Agent and Customer views are generating an internal server error.

Apache log is showing the following error:
[Thu Jan 25 09:24:38.424191 2018] [:error] [pid 18065] Can't locate object method "AddJSOnDocumentCompleteIfNotExists" via package "Kernel::Output::HTML::Layout" at /opt/otrs/Kernel/Output/HTML/FilterElementPost/Znuny4OTRSAutoSelect.pm line 62.\n

AutoSelect issue with SLA related to Service Selection using OTRS 6.0.15

When a customer creates a new ticket, the automatic selection of SLA and Service doesn't work anymore. The logged-in user has assigned the service "Standard Support". The service itself has one assigned SLA "Standard SLA". In a previous version both had therefore been selected automatically and could be hidden.

Upon opening "/otrs/customer.pl?Action=CustomerTicketMessage" the form looks like this:
image
Now the Service "Standard Support" ist selected automatically (and could be hidden), nothing can be selected in the SLA drop down. It seeems that the dependency to the SLA is no longer recognized.
When selecting the Service again (with double click) suddenly the SLA gets populated and teh "Standard SLA" is selected.

image

We tested this behaviour on several browsers. Here is a screen recording of Safari:
screencast otrs autoselect.mp4.zip

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