Browseable collection of plugins for the popular ticket system software Znuny and ((OTRS)) Community Edition.
This extensions package provides several new and many improved functions for OTRS and OTRS::ITSM. If you have no OTRS::ITSM installed you can also use this installation package. It requires KIXCore to be already installed.
The detailed description of all extensions can be found in the documentation for this pacakge. You may download it in the package manager after installation of KIX4OTRS or from our website. Below you find the table of contents for this documentation.
The installation of KIX4OTRS requires that the user which installs the packer (i.e. webserver user) has got write permissions on file Config.pm and apache2-perl-startup.pl. If this is not the case, the installation will fail. You should then try to run following commands (under the correspondig user) in order to get this extension running:
"bin/kix.ManageMultipleCustomPackages.pl -a Register -n KIX4OTRS -p 0100"
"bin/kix.ManageMultipleCustomPackages.pl -a Register -n KIX4OTRSITSMCore -p 0110"
"bin/kix.ManageMultipleCustomPackages.pl -a Register -n KIX4OTRSITSMConfigManagement -p 0120"
"bin/kix.ManageMultipleCustomPackages.pl -a Register -n KIX4OTRSITSMIncidentProblem -p 0130"
After the installation you should delete your OTRS-cache and rebuild your configuration before you continue the use of this OTRS installation.
"bin/otrs.DeleteCache.pl"
"bin/otrs.RebuildConfig.pl"
If you are using OTRS with modperl, the webserver must be restarted as well. Please ensure that the apache2-perl-startup.pl script has been modifed and is in use.
This section shows the table of contents for the KIX4OTRS documentation. It gives a short overview over the contents of KIX4OTRS. You may download this document after package installation or from http://www.cape-it.de.
1 General Remarks
1.1 Document Information
2 Requirements and Recommendations
2.1 Requirements
2.2 Recommendations
3 Installation and Upgrading
3.1 Installation KIX4OTRS
3.2 Upgrading from OTRS::CiCS 3.x to KIX4OTRS 4.x.
4 Extended Custom Folders - KIXCore
5 Customer User Extensions
5.1 Customer Events
5.2 Multiple CustomerIDs
5.3 Use of customer user attributes as type "array"
5.4 Use of default values for customer user attributes
5.5 Further search fields as parameters in CustomerSearch
5.6 Map LDAP group memberships to attributes
5.7 Customer info block
5.8 Customer Information Board
6 Agent User Extensions
6.1 Search Template Sharing
6.2 Search Options For Pending And Escalation Times
6.3 Redirect Target After Ticket Close
6.4 Notification Forwarding In Agents Absence
6.5 Textarea For Agents Preferences
6.6 Multiple Selections For Agents Preferences
6.7 Dashboard FAQ
7 Administrative Extensions
7.1 SysConfig Change Log
7.2 Statistics Extensions
7.3 Filter for SLA and Services
7.4 Switch Button Agent - Customer Frontend
7.5 Dashboard KIXNotify
7.6 Dashboard User Offline
8 Layout extensions
8.1 Date Input - Eligible smart format
8.2 Deactivate form during AJAX requests
9 Link Object Extensions
9.1 Linked Object Type "Ticket"
9.2 Linked Object Type "Document"
9.3 Linked Object Type "Person"
10 Ticket Extensions
10.1 Dashboard Ticket Generic Extensions
10.2 Dashboard Ticket Stats Extensions
10.3 Arbitrary Number of TicketFreeText fields
10.4 TicketFreeTime fields - Support for seconds
10.5 Ticket-ACL - extended filter conditions
10.6 Ticket-ACL - depending freetext selections
10.7 Ticket-ACL - multi purpose match-restriction
10.8 Ticket-ACL - processing for merged tickets
10.9 Ticket State Workflow
10.10 Automatic Queue Assignment by Service Selection
10.11 Service Selection - Always offer default services
10.12 SLA-Disabling Ticket Properties
10.13 Type-Depending Responsible User
10.14 FAQ-Workflow
10.15 Quick-Ticket Templates for Agent Users
10.16 Quick-Ticket Templates for Customer Users
10.17 Extended Template Generator
10.18 Extended notifications for ticket escalations
10.19 Text Modules
10.20 KIXSideBar - Tools for Ticket Processing
10.21 KIXSideBar - Text Module Selection
10.22 KIXSideBar - Linked Person Selection
10.23 KIXSideBar - Customer Info
10.24 Queue View - Display as Tree/Drop Down
10.25 Queue View - Virtual Queues
10.26 Queue View - Shown Columns/Data
10.27 Queue View - Ticket Highlighting
10.28 Queue View - Show Locked on Default
10.29 Tabbed Ticket Detail Mask
10.30 TicketZoom - Article Tree View
10.31 TicketZoom - Flexible use of Article Actions
10.32 Ticket Scratch Pad Notes
10.33 Ticket processing - Show all owner and responsibles
10.34 Ticket processing - link tickets while ticket creation
10.35 Ticket processing - Preselect current Ticket data
10.36 Ticket processing - Eligible Ticket Owner mandatory
10.37 Ticket processing - Offer to change ticket queue
10.38 Ticket processing - PretendAction
10.39 Ticket processing - Initial Data Selection
10.40 Ticket processing - AJAX-updates in AgentTicketActionCommom
10.41 Ticket processing - automatic bounce information
10.42 Ticket processing - selectable Re:/Fwd:-Addition
10.43 Ticket processing - empty emails
10.44 Ticket processing - predefined body for forwarding
10.45 Ticket processing - merge tickets based on customer users
10.46 Ticket processing - copy, move or delete article
10.47 Ticket processing - edit article
10.48 Ticket processing - configurable CustomerTicketMessage
10.49 Translations for free fields and other
10.50 Configurable favorite icon
11 ITSM-Core Extensions
11.1 Display Service List
12 ITSM-Incident-Problem-Man Extensions
12.1 Modified AgentTicketZoom Configuration
13 ITSM-CMDB Extensions
13.1 Customer Assigned Config Items
13.2 Config Item Pre-Events
13.3 Tabbed Config Item Detail Mask
13.4 Link Graph Visualization
13.5 Configurable propagation of warning and error CI-states
13.6 CI-Pre-Event for unique CI-Attribute values
14 Modified Default SysConfig-Keys
Thanks to all OTRS-community members which provided valuable feedback, responses, bug fixes or even patches to OTRS::CiCS/KIX4OTRS. Special thanks to Martin Edenhofer who founded the OTRS-Project!
KIX4OTRS written/edited by:
Martin(dot)Balzarek(at)cape(dash)it(dot)de
Rene(dot)Boehm(at)cape(dash)it(dot)de
Anna(dot)Litvinova(at)cape(dash)it(dot)de
Stefan(dot)Mehlig(at)cape(dash)it(dot)de
Frank(dot)Oberender(at)cape(dash)it(dot)de
Torsten(dot)Thau(at)cape(dash)it(dot)de
Copyright (C) 2006-2015 c.a.p.e. IT GmbH, http://www.cape-it.de
This software comes with ABSOLUTELY NO WARRANTY. For details, see the OTRS enclosed file COPYING for license information (AGPL). If you did not receive this file, see http://www.gnu.org/licenses/agpl.txt.