Znuny Helper 作成者: Tim Kolodzej

Znuny Helper: Enhancing Znuny/OTRS Ticket Management with Workflow Helpers

Znuny Helper is a comprehensive browser extension crafted specifically to improve the user experience for Znuny and OTRS ticket system users, including helpdesk staff such as those at HSRW. By introducing a suite of practical workflow enhancements into the agent interface, this tool streamlines ticket handling, boosts productivity, and simplifies navigation—all while requiring no backend modifications. The extension consolidates multiple useful features into a single, easy-to-access popup interface with individual toggles, empowering users to customize their ticket management environment according to their needs.

Once installed, Znuny Helper integrates seamlessly into the Znuny or OTRS interface via content scripts. It brings a host of functionality such as instant attachment previews of images and PDFs within tickets, allowing agents to quickly inspect documents without downloading. The extension can transform modal popups—commonly used for ticket replies or notifications—into separate browser tabs, enhancing multitasking capabilities. It also enriches ticket search with a dedicated field for ticket numbers and deep searches inside ticket texts, providing faster, more precise retrieval of information.

To improve ticket organization, Znuny Helper offers local ticket categorization and note-taking features. Users can group, tag, and annotate tickets with private notes that are stored securely within their browser, ensuring sensitive information remains local and confidential. The extension supports infinite scrolling in ticket lists, automatically loading more tickets as the user scrolls down, which eliminates tedious manual paging and accelerates workflow. Specialized helpers such as EB Helper facilitate hardware receipt confirmations directly from matching tickets, streamlining specific operational tasks.

Znuny Helper also includes priority adjustment templates, allowing quick application of predefined priority settings via customizable buttons, simplifying routine ticket updates. With a modular design, every feature can be toggled on or off using a friendly popup menu, enabling users to tailor the tool to fit their individual or team workflows without clutter.

A built-in welcome tour helps new users familiarize themselves with key functions and usage tips, ensuring a smooth onboarding process. All configuration data, including preferences and notes, are stored locally within the user’s browser, eliminating the need for any server-side data collection and protecting user privacy at all times.

Key Features:
- Attachment Previews: View PDFs and images directly inside tickets instantly, without needing to download files.
- Popups as Tabs: Convert modal dialogs for ticket replies and notifications into browser tabs for enhanced multitasking.
- Enhanced Ticket Search: Use added search fields to locate tickets by number or search within ticket content effortlessly.
- Ticket Categorization & Notes: Locally organize tickets with groups, marks, and private annotations to boost clarity.
- Infinite Scroll: Automatically load more tickets as you scroll through lists, removing manual page navigation.
- EB Helper Workflow: Prepare hardware receipt confirmations directly from ticket data for specialized workflows.
- Priority Templates: Quickly set ticket priorities using customizable buttons in priority adjustment screens.
- Modular Feature Toggles: Enable or disable individual enhancements anytime via a user-friendly popup interface.
- Welcome Tour: Integrated onboarding guide to help new users get started quickly and confidently.
- Local Storage: All data including notes and settings remain stored in your browser, ensuring privacy and security.

How It Works:
1. Install Znuny Helper from your browser’s extension store and pin the extension icon to your toolbar for quick access.
2. Click the Znuny Helper icon to open its popup menu where you can review and toggle available helper features on or off according to your preferences.
3. Navigate through Znuny or OTRS ticket lists and details; the enabled features activate automatically, for instance, attachment previews appear within tickets and infinite scrolling loads tickets seamlessly.
4. Use the enhanced search fields integrated into the Znuny interface to find tickets by number or content faster and more reliably.
5. Apply ticket organization tools by grouping tickets, marking them, or adding personal private notes which are saved locally and never shared externally.
6. Open ticket-related popups as separate browser tabs to improve multitasking and maintain better overview of your work.
7. Access the welcome tour and help features at any time from the popup interface to learn about new functions or adjust your configuration.

Privacy: - No personal data collected. All configuration settings and ticket notes remain stored locally within your browser, safeguarding user privacy at all times.