The release of the new Znuny LTS

We say goodbye to Znuny LTS 6.0 and welcome Znuny LTS 6.5.

After a long-time in the making, we are proud to release the second long-term support release for the product family Znuny. In this LTS Version, we've included new features, continued improving the code base, and delivered the most stable version of Znuny LTS.
We will provide two years of security and bug fixes for this version.

New Features

• Copy customer company data into a ticket dynamic field.
• Use "LastViews" to quickly navigate to tickets you recently worked on.

  

Contributed Features

We have also merged one of our feature add-ons into this release: Znuny-NoteToLinkedTicket. This function makes feedback between teams better and faster than ever before. It's hard to find other software that allows you to communicate with linked issues out-of-the-box without heavy configuration. Using this new feature, you can quickly transfer a copy of any communication between linked tickets.

More customizations for agents are now possible with the integration of Znuny4OTRS-UserMaxArticlesPerPage. Every agent can limit the number of articles shown per page in the ticket zoom to better manage screen space in longer tickets.

Community Features

We also integrated many pull requests from the community, some of them with new features like:

• More versatile control of the CKEditor:
  Configure which formatting elements of the editor should be available.

Further Information

Get the software now

See also the release notes and changelog, or consult the documentation for more information.

Powerful Search API - yet to be released

After a long development time, we will release our new search API on March 20, 2023. This currently works with an Elasticsearch (ES) cluster. Other index engines can be easily integrated.

We have very consciously decided against integration into the standard. We will release the search API and its ticket search frontend component separately as add-ons. This decision was made to achieve the highest possible stability in the framework and give users who need such a search API an option.

This allows users who don't want to use ES to continue running their Znuny LTS without significant changes. So Znuny LTS, and the upcoming Znuny 7, do not need any new Perl modules or other dependencies.
Znuny LTS does not rely on the Search API, and no standard masks to overviews have been adapted for use with the search.

For the users who want to use the Search API, there are two add-ons available:

Znuny-Search

Znuny-Search provides a wholly new search API and allows us to realize complex scenarios.
After installation and setup, the new API can be used in add-ons or overviews developed for use with it.
One such add-on is the Znuny-SearchFrontend.

Znuny-SearchFrontend

Znuny-SearchFrontend is an agent interface for full-text search, which we constantly develop.
The topic of search, results display, and many small details are complex, and we want to keep the
greatest flexibility. This is why it's not integrated into Znuny-Search.

If you have Elasticsearch setup and the data indexed, install Znuny-SearchFrontend as a complementary search. Use the comfortable search UI to perform seemingly complex searches with ease and speed:

The solution to release both items as add-ons help other developers and us:

• to have the choice to use Elasticsearch and required dependencies at all,
• to create own solutions based on the Search API, and
• to release faster updates without the need to update the framework itself.

Both add-ons are available via our Public Open Source repository. Use the Znuny package manager to install them.

Set up Elasticsearch where you like to leverage indexing and make your KPI even more potent with tools like Grafana or Kibana. We will post more about this use case and some examples in our blog, so keep tuned to our blog.