October 2007 - otrs - OTRS mailing lists

OTRS + CRM Implementation
by Chris Watt 26 May '25

26 May '25

I have been googling this for hours and it seems to have been mentioned on here but no one has ever given anything. What I want to do is link OTRS with a CRM program like SugarCRM (or similar). Has anyone done this before/know how to do it? Basically I want the tickets to be copied into SugarCRM automatically, with all approriate fields, and customers to be stored in the same location. I read somewhere that one guy had done it but he provided no further info. Cany anyone help? Cheers ~Chris

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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Survey On-Demand
by Daniel xxxxx 09 Mar '09

09 Mar '09

How can I get the Surveys out there for any one to take at any time. I would like to include a link in the "Close" response that would take the user to OTRS to take the survey if they wish. Also, we would like to be able to send out annual surveys by email with a link back to OTRS. I have found how to send the Master survey every so often, but I would really like it to be on demand as well. TIA Daniel

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Default value for standard fields for new ticket creation
by Smolik, Zdenek 21 Feb '08

21 Feb '08

Hi all, Is it possible in OTRS set default value for Ticket Type or Queue when creating new ticket via Agent's user interface. For example when I click on Phone-ticket icon I would like to have set "Type" field to "Incident" value and "To" field to "first_level" queue. Thanks in advance, Kind Regards, Zdenek

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Once again :-) CentOS 4.x and OTRS :)
by bradis 20 Dec '07

20 Dec '07

Hello! Dear friends, again several "stupid" problems with OTRS, used several ways to install 1. tried to use http://howtoforge.com/otrs_centos4.4 several troubles that we all knew already, but then just added repository ( in maillist were several comments ) and used : yum install otrs - it is ok. 2. but after I tried to restart http -> always error like this -> [Wed May 09 19:07:27 2007] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 2) line 1.\n [Wed May 09 19:07:27 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server XXXservernameXXX:80, exiting... Any ideas colleagues? VBrgs!

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stop solution time accounting
by Damien BASTIE 26 Nov '07

26 Nov '07

Hi, There is any way to stop solution time accounting ? For example i have a queue with the solution time parameter set at 120 minutes, but if an agent is waiting a phone call, how can he "pause" the ticket to prevent decrease of solution time ? Thanks in advance, Regards, Damien BASTIE

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Assigning customers to companies via ldap
by Baker, Greg 14 Nov '07

14 Nov '07

Is there any way to use ldap to assign customers to companies? We have many departments and our active directory is organized according to these departments. I am hoping to use this ldap organization to automatically assign customers to companies in otrs. Has anyone figured out how to do this yet? Thanks. Greg

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Add Button To menu
by Dave Wojciechowski 08 Nov '07

08 Nov '07

Does anyone know the best way to add a button to the top row of the menu that would open a new window to a link? Thanks I'm Wojo ________________________________

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RE: otrs Digest, Vol 51, Issue 64
by Mujtaba Karim 07 Nov '07

07 Nov '07

Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 31, 2007 5:00 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Let OTRS mail external notify (henry(a)gamerzday.nl) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) ---------------------------------------------------------------------- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: henry(a)gamerzday.nl Subject: [otrs] Let OTRS mail external notify To: otrs(a)otrs.org Message-ID: <20071030135034.6c09e171(a)gamerzday.nl> Content-Type: text/plain; charset="us-ascii" Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,

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Remove lock option from tickets
by Mujtaba Karim 07 Nov '07

07 Nov '07

HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F14DD.1010802(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F10A1.5070604(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] one more thing To: <otrs(a)otrs.org> Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

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