FAQ - Znuny (ticket system)

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No, the mail program and Znuny are independent of each other. There is no automatic transfer of your absence.

You can also record your absence directly in Znuny:

  1. Click on your profile icon.
  2. Select "Personal settings" and then "User profile".
  3. Under "Absence time", enter the desired days and activate the setting.
  4. Save your setting by ticking the box on the right.

Your absence will then be displayed to all Znuny users - provided that the display is activated on the start page (overview).

No, the calendar is not available in our Znuny configuration. Appointments and reminders can therefore not be managed via the system.

Yes, this is possible:

  1. Click on your profile icon.
  2. Go to "Personal settings" → "Miscellaneous".
  3. In the "Skin" line, click on the selection and choose a different layout.
  4. Save the change with the tick on the right.

Please then refresh the website so that the new display is applied.

The e-mail address is an e-mail address that is also entered in Znuny and stored in another queue. Znuny cannot send emails from the system into another queue. Alternatively, the authorizations can be changed if necessary in order to be able to move tickets to other queues.

In most cases, a ticket is automatically locked when an action is canceled - for example, when replying to a ticket, when the browser window is closed via the "X".
To avoid this, we recommend using the "Cancel and close" button in the upper left area of the window.

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You can recognize this in two places:

  1. A lock with the number of blocked tickets appears next to your profile icon.
  2. In the "View by queue" under "All tickets", the number of available tickets is displayed.

Yes, the complete activity overview can be viewed at any time. Open the relevant ticket and click on "History" under "Miscellaneous". There you will find all changes, messages and actions with time stamp and user details.

Create a shortcut:

  1. Open the ticket in which you want to create the link.
  2. Go to "Miscellaneous" → "Link".
  3. Enter the complete ticket number of the other ticket in the "Ticket#:" field.
  4. Click on "Start search".
  5. Check the box for the ticket found and select "Add links".

Deleting a link:

  1. Open the ticket and go to "Miscellaneous" → "Link".
  2. Switch to the "Manage existing links" tab.
  3. Check the box next to the ticket you want to remove.
  4. Click on "Delete shortcuts".