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Helpdesk / Ticketsystem

Znuny / ((OTRS)) CE

Was ist Znuny / ((OTRS)) CE?

Znuny / ((OTRS)) CE  ist eines der führenden OpenSource Servicedesk Systeme. Das System umfasst ein professionelles Ticketsystem, eine ITIL kompatible ITSM-Lösung, mobile Lösungen und eine starke Community.

Znuny / ((OTRS)) CE ist ein in der Entwicklung sehr dynamisches und in der Handhabung sehr mächtiges Ticketsystem. Dabei werden verschiedene Medien wie Web, Mail, SMS unterstützt und bieten offene Schnittstellen zu anderen Systemen wie z. B. Kundendatenbanken.

Znuny / ((OTRS)) CE kann in vielen Bereichen genutzt werden, als Ticketsystem für interne Abläufe, sowie als vollwertiger Helpdesk für Unternehmen, die viele externe Kunden haben.

Key Features von Znuny / ((OTRS)) CE

Optimierung

Schnelle Erfassung von Störungen und Fehlern.

Queues

Abbildung von Zuständigkeiten der Abteilungen und Fachbereiche.

Revisionssicherheit

Garantieren des Einhaltens interner Abläufe durch Zwangssteuerung über Workflows.

Reporting

Statistische Auswertung über das Ticketaufkommen.

SLA

Einhalten von externen Service-Zusagen (Service Level Agreement).

Transparenz

Volle Transparenz der Vorgangsbearbeitung.

FAQ

Systematisches Sammeln von Fragen und Antworten für FAQs.

ITIL

Incident-, Problem-, Change-, Knowledge-, Request Fulfillment, Service Asset & Configuration-, Service Level Management.

Screenshots

Dashboard
Ticketmaske
Benutzereinstellungen
OTRS Adminpanel
Adminpanel

Vorteile von Znuny / ((OTRS)) CE

  • kostengünstige Lösung durch Open Source
  • Customer-Self-Portal
  • unterschiedliche Möglichkeiten zur Ticket Erstellung
    • Telefon
    • Fax
    • E-Mail
    • SOAP
    • SMS
    • XML
  • plattformunabhänige Bedienung der Software
  • flexible Erweiterungsmöglichkeiten durch Module und bestehende Pakete
  • eine Integration von 3rd-Party Software:
    • LDAP Systeme
    • CMDBs
    • Reporting Tools
    • Mail Server
    • Telefonanlagen (CTI)

ITSM-Connector

Znuny / ((OTRS)) CE - Servicedesk

Znuny / ((OTRS)) CE ist Teil der von der Sector Nord AG entwickelten ITSM-Suite. Durch die Schnittstellen zu unseren anderen Anwendungen haben Sie immer den kompletten Überblick über die betroffenen Geräte des Kunden oder des Ticketerstellers. Sie bekommen automatisch Tickets sobald Systeme in der IT-Landschaft ausfallen. Somit können Sie immer rechtzeitig reagieren und Ihre SLAs einhalten oder Ihren Kunden zufrieden stellen.

ITSM-Connector

Optimieren Sie Ihre Erstlösungsrate

Znuny / ((OTRS)) CE Ticket -Wizard

Um die komplexe Kundenanforderung für eine intuitive und dynamische Ticket-Qualifizierung umzusetzen, hat die Sector Nord AG den Znuny / ((OTRS)) CE Ticket-Wizard entwickelt.

Für wichtige auflaufende Ereignisse können im Ticket-Wizard einfach und schnell Leitfäden als Entscheidungsbäume abgelegt werden. Wissen und Prozesse können auf diese Weise im Second-Level-Support generiert, abgestimmt und anschließend dem FirstLevel-Support bzw. dem Endkunden zur Verfügung gestellt werden.


Die Behandlung von Ereignissen und Störungen kann so einfach vereinheitlicht werden. Die Störungsbehandlungsprozesse können optimiert werden. Erarbeitetes Wissen wird erhalten und formalisiert. Insbesondere häufig auftretende Störungen lassen sich so zielgerichtet und standardisiert bereits im First-Level-Support oder im Customer-Self-Service abarbeiten.

Aufwände und Bearbeitungszeiträume werden, bei gleichbleibend hoher Qualität, drastisch reduziert und neue Mitarbeiter schnell und zielgerichtet eingearbeitet.

Mit der Entwicklung und Einführung des Ticket-Wizards durch die SECTOR NORD AG konnten wir unsere vorab gesteckten Ziele „Senkung der durchschnittlichen Anrufdauer“ und „Steigerung der Ticketqualität“ erfolgreich umsetzen. Gleichzeitig sind wir flexibel geblieben und können jederzeit kurzfristig auf Veränderungen in den Fragebäumen reagieren.

Dirk Stallkamp, Qualitätsmanager und Projektverantwortlicher bei der wilhelm.tel GmbH in Norderstedt

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Znuny / ((OTRS)) CE

Changelog

  • 2025-04-24 Fixed bug - Setting the password does not reset preferences UserLoginFailed and UserLastPwChangeTime.
  • 2025-04-16 Updated Net::IMAP::Simple to latest version from GitHub. Thanks to @dandanpena. PR#155
  • 2025-04-16 Fixed bug - $LayoutObject->BuildDateSelection() does not deactivate the DatePicker and DatePickerIcon if Disabled is 1. Thanks for reporting to @BuilderNSV. #649
  • 2025-04-16 Fixed bug - Page selector not available in mobile view. Thanks for reporting to @MIPMHannes. #617
  • 2025-04-11 Added option CcAddressRegExp to postmaster filter ExternalTicketNumberRecognition.
  • 2025-04-10 Fixed bug - Color inversion in inline attachment with dark mode activated is not working.
  • 2025-04-04 Fixed bug - Incomplete error message in Stats.
  • 2025-04-02 Fixed bug - In AdminRoles comment display for roles is too short. Changed Truncation to 80.
  • 2025-03-28 Fixed 'ticket-locked' message and position. Change button size for 'Undo & close'.
  • 2025-03-28 Fixed memoverflow in CalendarEvents (TicketZoom).Thanks to @DonMarlowne. PR#652
  • 2025-03-27 Added option ToAddressRegExp to postmaster filter ExternalTicketNumberRecognition.
  • 2025-03-27 Fixed bug - GUI Table thead width in Admin Area is much too big. Removed static width 100px for 'thead tr th'.
  • 2025-03-26 Added German message for ticket event notification "ticket email delivery failure".
  • 2025-03-24 Fixed bug - GenericAgent no possibility to search in archive. Changed Blockname from SearchInArchive to TicketArchive. SearchInArchive is already used in /Kernel/Output/HTML/Templates/Standard/HeaderToolbar.tt.
  • 2025-03-20 Article data now also contains communication channel name instead of only the ID.
  • 2025-03-17 Fixed bug - Ticket::Frontend::Article::Actions###??? no possibility to add a new entry.
  • 2025-03-10 Fixed AgentTicketBulk - TicketWatchSubscribe and TicketWatchUnsubscribe is not working.
  • 2025-03-07 Fixed GroupSelection in AdminAppointmentCalendarManage for admin group member. A user can only create AppointmentCalendars for their own groups, even though they are a member of the Admin group.
  • 2025-03-05 CVE-2025-43926: AgentPreferences now only supports configured user preference keys (in AgentPreferences::AJAXUpdate::AllowedKeys) to be updated via AJAX request. Thanks to Tim Püttmanns (maxence) for reporting the issue.
  • 2025-03-03 Improved performance in Kernel::System::LinkObject by fixing the cache key.
  • 2025-02-28 Fixed missing notification in process management activity dialog edit screen.
  • 2025-02-28 Fixed doubled notification in process management transition edit screen.
  • 2025-02-27 Fixed obsolete parameter in overview URL. After jumping to AgentTicketZoom from an overview like AgentTicketStatus and return to that overview the URL parameter TicketID stays persistent to the URL. This action is repetitive and works with multiple TicketIDs, but the TicketID is not needed in anyway.
  • 2025-02-26 Added option to generic interface operations TicketCreate and TicketUpdate to control if a signature will be appended to the sent article's body.
  • 2025-02-25 Added missing DynamicFieldScreens configuration for LinkObject::ComplexTable###Ticket.
  • 2025-02-25 Improved DynamicFieldUpdate function - InternalField can now be changed. InternalField is never set via the GUI (e.g. AdminDynamicFieldText.pm). If it is set via the "Backend" for example PackageSetup it should also be possible to change the 'InternalField' again.
  • 2025-02-25 Fixed Core.UI.js bug - Added missing allowed file types text to FilenameTypeNotAllowed check. Currently, only the fact that a file does not correspond to the permitted FileType is displayed. It is not displayed which FileTypes are permitted.
  • 2025-02-25 Fixed AjaxAttachment.pm bug - Use of uninitialized value in concatenation (.) or string.
  • 2025-02-25 Fixed small bug - uninitialized value in concatenation. SkinSelected must also be set in the SetRichTextParameters function.
  • 2025-02-21 Fixed Core.UI.js bugs - AttachmentExist is only generated for one upload field. However, it should be generated for all of them. In addition, the UploadField is not selected correctly.
  • 2025-02-21 Fixed broken documentation link in ACL Edit Screen and changed text of hint.
  • 2025-02-14 Added configurable limit to number of watched tickets per user.
  • 2025-02-12 CVE-2025-26847: Fixed masking of passwords in support bundle generator for modified settings YAML file.

  • 2025-02-14 Fixed content security policy HTTP header to allow externally linked images.
  • 2025-02-13 Fixed ticket filter for new mentions

  • 2025-02-13 Fixed content security policy HTTP header. Thanks for reporting to @nixahnung. #641

  • 2025-02-06 Added SortBy and SortOrder options to Znuny.Form.Input.Set to sort select field options by key or value.
  • 2025-02-05 Fixed event check in ticket event module Kernel::System::Ticket::Event::TicketDynamicFieldDefault.
  • 2025-01-29 Added HTTP headers for more safety.
  • 2025-01-28 Fixed permission check in generic interface operation TicketUpdate.
  • 2025-01-27 Added user check to scripts/backup.pl and scripts/restore.pl to prevent these scripts from being executed with root permissions. Thanks to Diego Tellaroli for reporting this issue.
  • 2025-01-27 Added GetColumnMaxLengths function to DB Object and improved maxlength for customer id on AdminCustomerCompany and for user login on AdminCustomerUser.
  • 2025-01-22 Fixed uninitialized value bug. TicketZoom/Agent/MIMEBase.pm - Added special handling for 'undef' values in the arrayref $Event->{$Property}.
  • 2025-01-21 Fixed Bug - Problem when handling errors in the owner field in the activity dialog. Thanks to Daylton Rodrigues (@dayltonr) for reporting. #627.
  • 2025-01-16 Increased size of columns profile_key and profile_value of database table search_profile.
  • 2025-01-15 Sector Nord AG: Fixed module check for calendar plugin. Thanks to Sector Nord AG (@jsinagowitz). PR#623
  • 2025-01-14 Fixed setting of HTTP type attribute in cookie on agent and customer user login.
  • 2025-01-08 Added config option DynamicFields::Driver::BaseSelect::EnableHistoricalValues to enable/disable evaluation of historical values for dynamic field types based on BaseSelect.
  • 2024-12-23 Improved ACL checks in ticket overview modules.
  • 2024-12-17 Fixed time zone handling for cron events.
  • 2024-12-10 System configuration option SendmailEncodingForce is now a selection instead of a text field.
  • 2024-12-10 Fixed "From" and "To" not being expandable for an article in ticket zoom. Thanks to Oliver Freyermuth (@olifre) for reporting. #605
  • 2024-12-09 Fixed multiple notifications being sent for empty process tickets (event NotificationNewTicket).
  • 2024-12-06 Fixed data evaluation in ICS calendar event.
  • 2024-12-02 Added Filter for Admin->Export DynamicFields.
  • 2024-11-28 Fixed Server Error, when Frontend::Template::GenerateBlockHooks###NAME has no valid data structure.
  • 2024-11-27 Fixed user cache being cleared for all users whenever a user logs in/out.
  • 2024-11-22 Added new system configuration option 'User::DefaultPreferences'. These preferences will automatically be set during user (agent) creation.
  • 2024-11-01 Fixed Bug - Added missing template toolkit translations. Translate the ticket state in PDF search result (AgentTicketSearch|CustomerTicketSearch). Thanks to @BuilderNSV for reporting the issue. #615
  • 2024-11-01 Sector Nord AG: Fixed uninitialized value in AdminSelectBox. Thanks to Sector Nord AG (@jsinagowitz). PR#611
  • 2024-11-01 Fixed link in INSTALL.md / UPDATING.md. Thanks to @Sidpatchy. PR#589
  • 2024-11-01 Added configurable InputFields::ModernizedSelection::MaxNumberOfOptions. Thanks to @itweserems. PR#576
  • 2024-10-31 Fixed Bug - Missing translation 'mark as seen'. Thanks to @LuBroering (Lukas Bröring SectorNord AG) for reporting the issue. #613
  • 2024-10-31 Fixed Bug - Missing translation 'mark as seen'. Thanks to @LuBroering (Lukas Bröring Sector Nord AG) for reporting the issue. #613
  • 2024-10-31 Template generator will now keep   in a template when in rich text mode and won't replace them with spaces anymore. This lead to multiple   reduced to one space being shown in the editor.
  • 2024-10-28 S/MIME verification: Added fallback option to disable verification of the signer's certificate after initial verification failed. Activated by new config option SMIME::NoVerify.
  • 2024-10-24 Fixed Bug - 'Use of uninitialized value' warning on build custom package and there are no permissions to write to the target directory. Thanks to @BuilderNSV for reporting the issue. #610
  • 2024-10-22 Perl Module Hash::Merge is now be listed in znuny.CheckModules.pl/otrs.CheckModules.pl as mandatory.
  • 2024-10-21 Sector Nord AG: Fixed #571 AgentTicketProcess Mobile-View is not showing all elements of ActivityDialog. Thanks to @LuBroering (Lukas Bröring Sector Nord AG). PR#553
  • 2024-10-16 AdminSystemConfiguration: Addon name is no longer translated.
  • 2024-10-15 Ticket search for customer ID in customer interface now searches for the raw ID. Thanks to @BuilderNSV for reporting the issue. #602
  • 2024-10-15 Added additional PageNavBar to bottom in AdminDynamicField.
  • 2024-10-10 Updated MIME::Decoder::QuotedPrint from 5.509 to 5.515.
  • 2024-10-07 Updated jstree from version 3.3.7 to 3.3.8.
  • 2024-10-07 Updated nunjucks from version 3.2.2 to 3.2.3.
  • 2024-09-27 Added missing tooltip to show complete email address of sender/recipient when hovering article email header in ticket zoom.
  • 2024-09-27 Fixed dynamic date fields being validated even if not selected for form submit. Thanks to @BuilderNSV for reporting the issue. #596

  • 2024-09-26 Removed regex from Kernel::System::HTMLUtils::DocumentCleanup that could lead to a security issue. It replaced HTML of Microsoft Word. Thanks for reporting to Emin Yazi (@eyazi), Efflux.
  • 2024-09-26 Fixed duplicate database record insert attempts for ticket flags. Thanks to @lukasdebaum for reporting. [#531]
  • 2024-09-25 Fixed link to customer information center in agent ticket zoom.
  • 2024-09-24 Updated CKEditor to version 4.25.1-znuny.
  • 2024-09-24 Fixed bug - ArticleStorageSwitch creates duplicate files with an additional file extension '-1'.
  • 2024-09-18 Fixed exit code of migration script.
  • 2024-09-18 Fixed bug - In the AgentDashboard: Statistics widgets are always displayed, regardless of which DashboardWidgetExpand is currently set.
  • 2024-09-11 Fixed Bug - Duplicate value 'ArticleAgentNotification' in Ticket.xml 'Events###Article'. Thanks for reporting (@BuilderNSV). [#594]
  • 2024-09-10 Fixed sorting of translated list entries in dropdown elements.
  • 2024-09-09 Improved performance regarding dynamic field values when fetching tickets.
  • 2024-09-03 Fixed DialogModalClass in Core.UI.Dialog.js.
  • 2024-09-02 Updated schema.xml - Added needed dbcrud_uuid columns.
  • 2024-08-30 Added HTML filter to ProcessManagement/SLA template. Converts the characters <, >, & and " to &lt;, &gt;, &amp;, and &quot; respectively, protecting them from being interpreted as representing HTML tags or entities.
  • 2024-08-27 Fixed console command Admin::Service::Add - does not work after ITSMCore is installed.
  • 2024-08-26 Added auto mapping for unknown actions to Znuny.Form.Input.FieldIDMapping.
  • 2024-08-23 Fixed evaluation of ticket ID parameter in generic interface operation TicketGet.
  • 2024-08-22 Console command Admin::PostMasterFilter::Import now will also update existing filters instead of only create new ones. Thanks to @meisterheister for reporting the issue. [#527]
  • 2024-08-22 Added '--single-transaction' option to scripts/backup.pl for MySQL/MariaDB. The --single-transaction flag will start a transaction before running.
  • 2024-08-21 Improved CSS for skin 'Dark'. [#584]
  • 2024-08-21 Sector Nord AG: Fixed overflow of dynamic field groups in AgentTicketZoom process widget. Thanks to Sector Nord AG (@jsinagowitz). [PR#553]
  • 2024-06-26 Fixed wrong inversion of avatar image when using skin 'Dark'. [#584]

  • 2024-07-24 Fixed migration for databases other than MySQL and MariaDB.

 

Changelog-Historie von Znuny / ((OTRS)) CE

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