December 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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Adding new user
by Derradji Nacer 08 Jan '08

08 Jan '08

Hi All, I got a problem when adding a new user. An unknown error message saying that there was a problem with the DNS Server is displayed (DNS server can not be found or something like that). Your help will be really appreciated Regards -- Derradji NACER Information Technology First Calgary Petroleums Ltd. 0044 1224 34 2488 / 2489 00213 2973 9534 / 9537 Fax: 00213 2973 9407 mob.: 00213 7279 0122

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Re: [otrs] Ticket Reply
by Mike Lykov 04 Jan '08

04 Jan '08

В сообщении от Thursday 27 December 2007 20:19:55 Julien CHAMPSEIX написал(а): > 1) OTRS send mail notification for a new ticket to an Customer (with > sender= toto(a)toto.com) > 2) When Customer do reply it's reply to titi(a)titi.com search for "reply-to" field, it must be inserted in letters which otrs generate. Mike

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How an agent can see notifications of his tickets generated as customer?
by Antonio Sarmiento 03 Jan '08

03 Jan '08

Hello: I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES. But I have the problem how this agent can see the notifications sended by OTRS ?? because the only diference in the screen of his tickest is a link for follow up. Think in the case the agent doesn´t have access to the queue ?? Thanks Antonio

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Re: [otrs] The system crashes
by Antonio Sarmiento 03 Jan '08

03 Jan '08

Anyway I copy the file, and the error does not occur again,but the system is still whit the problem. I check all the logs file with the date of the day (apache and mysql) and I dind´t find any error at time the systems stpos ?? Somebody has another hints more than change to Linux. I Remeber Peter is running over the same winn 2003 server like us, but without problems. what other file can I check ? What may be falling Apache ? Mysql ?, OTRS ? where in OTRS may I check what is running ?? Thanks again Antonio > Date: Thu, 27 Dec 2007 14:49:46 +0400 >From: Mike Lykov <combr(a)reg.ru> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <200712271449.46281.combr(a)reg.ru> > Content-Type: text/plain; charset="utf-8" > > Ð Ñ?Ð¾Ð¾Ð±ÑÐµÐ½Ð¸Ð¸ Ð¾Ñ Thursday 27 December 2007 04:44:58 Antonio >Sarmiento > Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°): >> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not >> exist: C:/OTRS/Apache2/htdocs/favicon.ico > >> There are 2 errors the first was at 11:43 an the second error at 11:57 but >> the system stop al 12:09 more less ?? > > don't bother > this file isn't needed > > Mike > >

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Reply-to field for Agent notification
by Christophe Pouillet 02 Jan '08

02 Jan '08

Hi there, We try to setup a working OTRS system for our support team. These guys are mainly supporting our customers through email, spending most of their time at customers sites with no web access. We would like to use OTRS to manage tickets but we are stuck with an usage problem. We would like our agents to be able to directly answer the customer request after a new ticket creation. For that we thought about having the reply-to agent notification field setup with the customer email. Doing so, an agent could directly answer to the customer (with a 'cc' to otrs system). Does anyone ever tried or solved this ? TIA for your help, Best regards and happy new year. Chris.

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calculating answer time
by Tabitha Stang 02 Jan '08

02 Jan '08

Hi, We'd like to be able to calculate the time it takes for us to answer tickets. I found the following code in the logs (slightly modified): SELECT ticket.tn, timediff(ticket_history.create_time, ticket.create_time) AS 'diff' from ticket LEFT JOIN ticket_history ON ticket.id=ticket_history.ticket_id WHERE ticket.create_time > '2007-11-01 00:00:00' AND ticket_history.history_type_id = 15 AND ticket_history.name = '%%close' AND ticket_history.create_time > '2007-11-01 00:00:00' ORDER BY ticket_history.create_time Unfortunately this has one small problem for us. For example: If a customer write to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Could anyone tell me how I can either: 1) calculate the difference between one contact and its corresponding answer OR 2) find out which customers have written more than once on the same ticket, such that I can exclude them in my query. 3) Any other workarounds? Thanks very much and happy holidays! Tabitha

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