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Helpdesk / Ticket system

Znuny / ((OTRS)) Community Edition

What is Znuny / ((OTRS)) Community Edition?

Znuny / ((OTRS)) Community Edition is one of the leading open source service desk systems. The system includes a professional ticket system, an ITIL compatible ITSM solution, mobile solutions, and a strong community!

Znuny / ((OTRS)) Community Edition is a ticket system that is under dynamic development which offers powerful handling options. Various media such as web, mail, text message are supported, and open interfaces to other systems such as, e.g., your customer database are offered.

Znuny / ((OTRS)) Community Edition can be used in many areas as a ticket system for internal processes, and as a full-featured help desk for companies that have many external clients.

Znuny / ((OTRS)) Community Edition Key Features

Optimisation

Fast detection of malfunctions and errors.

Queues

Mapping of responsibilities for departments and subdivisions.

Auditability

Guaranteed compliance with internal processes thanks to forced control through workflows.

Reporting

Statistical analysis of ticket volumes.

SLA

Compliance with external service commitments (Service Level Agreements).

Transparency

Full transparency of transaction processing.

FAQ

Systematic collection of questions and answers for FAQs.

ITIL

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

Screenshots

Dashboard
Ticketmask
User settings
OTRS Adminpanel
Adminpanel

Advantages of Znuny / ((OTRS)) Community Edition

  • cost-effective solution through open source
  • Customer-Self-Portal
  • different ways to create tickets
    • phone
    • fax
    • e-mail
    • SOAP
    • SMS
    • XML
  • platform-independent software
  • flexible expansion possibilities through modules and existing packages
  • integration of 3rd party software:
    • LDAP Systems
    • CMDBs
    • Reporting Tools
    • Mail Server
    • Telephone systems (CTI)

ITSM-Connector

Znuny / ((OTRS)) Community Edition- Service desk

Znuny / ((OTRS)) Community Edition is part of the ITSM suite developed by Sector Nord AG. Thanks to the interfaces to our other apps, you have always a complete overview over the customer's or ticket creator's affected devices. You automatically receive tickets if systems in your IT landscape fail. This means that you can always respond in good time to meet your SLAs and satisfy your customers.

ITSM-Connector

optimize your Initial solution rate

Znuny / ((OTRS)) Community Edition Ticket-Wizard

To implement the complex customer requirements for an intuitive and dynamic ticket qualification Sector Nord AG developed the Znuny / ((OTRS)) Community Edition Ticket Wizard.

You can easily and quickly store guides as decision trees for important pending events in the Ticket Wizard. Knowledge and processes can be generated and matched in second-level support in this way, and then provided to first level support or the end customer.
This makes it easy to harmonise the way incidents and malfunctions are handled. Incident response processes can be optimised. Acquired knowledge is retained and formalised. In particular, commonly occurring problems can be processed and closed in a targeted and standardised way in first level support or customer self service.
Overheads and processing times are drastically reduced with a consistently high quality and new employees are quickly and meaningfully inducted.

Thanks to the development and launch of the Ticket Wizard at the beginning of 2015 we were able to successfully achieve the targets we had set ourselves of "reducing the average call duration" and "increasing ticket quality". At the same time, we have remained flexible and can respond to changes in the decision trees at short notice.

Dirk Stallkamp, quality manager and OTRS project manager at wilhelm.tel GmbH in Norderstedt

Some of our Znuny / ((OTRS)) Community Edition reference customers

Znuny / ((OTRS)) CE

Changelog

  • 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 of Znuny / ((OTRS)) CE

Changelog of Znuny LTS

Changelog of OTRS Community Edition