Better overview. Greater efficiency. More control.

Transform your Znuny ticket processing into a clear and intuitive workflow. With the Znuny Kanban Board add-on from SECTOR NORD AG, you can visualize tickets on freely configurable Kanban boards and keep track of the status of your tasks at all times.

Using drag & drop, your agents can easily move tickets between individual process steps. This can automatically trigger actions, such as changing the queue, owner, or priority. This speeds up workflows and reduces manual tasks.

Your benefits at a glance

• Customizable Kanban boards
• Freely definable columns for every process
• Ticket processing directly on the board
• Drag & Drop for maximum user-friendliness
• Automated actions upon status changes
• Support for process management and TransitionActions
• Full integration with Znuny permissions and workflow
  
  

Whether it’s a service desk, customer service, or internal IT department: The Znuny Kanban Board Add-on makes workflows transparent, promotes teamwork, and helps close tickets faster.

With our Znuny Kanban Board Add-on, you can work visually, in a structured way, and efficiently!

With the Znuny ToDoList Widget add-on, you can integrate your task management directly into your Znuny ticket handling.

Create to-dos directly in the ticket, assign them to responsible parties, set priorities and due dates, and keep track of open tasks at all times. Agents can check off, edit, or add to tasks directly without having to leave the ticket.

Highlights at a glance:

• Create, edit, and manage to-dos directly within the ticket
• Define responsibilities, priorities, and due dates
• Clearly track open and completed tasks
• Standardize recurring processes using to-do templates
• Personal, cross-ticket overview of all assigned to-dos
• Compact display in the sidebar and a counter in the toolbar for maximum transparency

This add-on is ideal for standardized service processes such as onboarding, incident management, change processes, or handling complex service requests. Predefined templates ensure that no important steps are overlooked and that tasks remain traceable at all times.

This add-on is an excellent complement to our Znuny Kanban Board Add-on

• Better overview.
• Greater accountability.
• Fewer forgotten tasks.

This bundle combines the most important extensions for time tracking in Znuny 7 to simplify usage and provide a better overview of the tracked times. It bundles the features of the following packages:

• AccountedTimeExtended
• AccountedTimeWidget
• AccountedTimeChildren
• AgentTicketAccountedTimeBelated
• AccountedTimeBooking

Function Description

Additional Time Editing ("AccountedTimeExtended")

This feature allows you to edit your own booked times retroactively. In the system configuration, you can specify the maximum number of days in the past for which these times may be changed. Additionally, three icons are available in the toolbar that display the booked times for the current day, the current week, and the current month.

With the Znuny System Health Analytics Add-on, you can expand your Znuny environment with a powerful tool for monitoring and visualizing system status. The add-on enables administrators to keep an eye on important system parameters at all times and respond quickly to critical situations.

Main functions

•    Monitoring of key system parameters
Permanent monitoring of resources such as memory, CPU utilization, database connections, and queue performance

•    Dashboard widget (see above)
A clear widget displays the current system status directly in the Znuny dashboard. Clear status indicators give administrators an at-a-glance assessment of stability and performance

Advantages

•    Early detection of problems – Reduce downtime with proactive notifications
•    Increased transparency – All relevant information about the system status is centrally located in the dashboard
•    Customization – Flexible configuration of parameters to be monitored and notification rules

Use cases

•    Support for administrators in preventive maintenance
•    Ensuring stable service processes through transparent status displays

For a better overview and a faster identification of tickets we have developed the module Colorize for the Znuny / ((OTRS)) Community Edition.

With the Colorize AddOn the ticket list views can be colored in many different ways. The tickets can be colored in the list views with the module either according to status or according to the membership of a queue. It is possible to change the background color or the font color in the list views. In order to avoid overlaps, the AddOn has a prioritization system which can be used to determine which coloring has priority.

As an application example, the department tickets can be colored differently to make it easier for employees from different departments to identify their tickets. In another case, for example, tickets that are in escalation status can be colored red to highlight the urgency of the ticket.

The AddOn has a simple and intuitive configuration mask in the admin area of the web front end, which allows the configuration and prioritization of the coloring. The colors can be set by selecting them in a color palette or by entering an HTML color code/hex code.

With the AddOn "TicketQueue TreeView" for the Znuny / ((OTRS)) Community Edition, a tree view is added that allows you to replace the default view within the "View by Queues". Within this tree view, all main and sub queues are displayed and the number of tickets is shown right next to them. As soon as a queue is opened, the subqueues are displayed directly, so there is no need to reload the page.

Additionally, there is the possibility to collapse the tree view to save space. Queues can be directly expanded or collapsed with a single click. According to their own preferences, each agent can also deactivate the tree view in their personal settings to return to the standard view.

You can hide empty queues directly for a better overview on larger systems.

To create extended templates, we recommend the AddOn "Template Extended" for Znuny / ((OTRS)) Community Edition. In contrast to the standard, a number of fields can be preset in these advanced templates: from owner to attachments via dynamic fields. You can choose from different template types: Some can be used for e-mail traffic, while others are used directly for ticket creation.

One use case, for example, is the quick creation of delivery tickets. The configuration includes owner, ticket text, customer number and attachments. On creation, a queue and the template are selected as usual; then all fields are prefilled according to the selection.

In addition, by selecting a workflow, you have the option of "going into" certain steps of a process. So if a template with a certain activity ID is noted, the ticket "jumps" directly into the selected activity or process. This gives you the opportunity to integrate the extended templates into the process management as well.