May 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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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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RE: [otrs] using email to close otrs tickets
by Bartsch, Martin msg asp gmbh 13 Sep '07

13 Sep '07

Hi, use the generic agent. Search for tickts with CLOSE an set the new state to closed. Mit freundlichen Grüßen / Kind regards Martin Bartsch > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Janet Post > Sent: Monday, December 18, 2006 9:51 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] using email to close otrs tickets > > > Hello all, > > I am using otrs version 2.1.2. I would the ability to close > tickets via > email. I would like to have a filter that finds either: CLOSED or > RESOLVED as the first word in the subject line, and have otrs > close the > ticket. Is there some way to do this? > > I have tried using the postmaster filter with these settings: > > Match: > Header 1: Subject Value: CLOSED > > Set: > Header 1: X-OTRS-State Value: closed successful > > But this does not seem to work. > > Janet > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ >

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CustomerID and CustomerID's
by Matas Labasauskas 21 Aug '07

21 Aug '07

Hello, Is it possible using company tickets function to provide customer X with access to customer Y tickets, but at the same time, to give no acces for customer Y to see customers X tickets? When i describe customer X ID in customers Y IDs field and customer Y ID in customers X IDs field they are able to see each other tickets. But if i describe customer Y ID in customers X IDs field ONLY, nobody can see any ticket using company tickets, i mean customer X is not able to see customers Y tickets. how can i mange that? Regards -- Matas

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Bounce emails without ticket numbers
by Maurice James Ny 13 Aug '07

13 Aug '07

How do I have the system bounce emails that do not contain ticket numbers? When ever I enable this option in sysconfig the POP3PostMaster.pl PID always hangs and I get the following error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running yourhost.example.com/1837)

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HMMMMM..... FileManager Broken, or Me?
by Shawn Beasley 06 Jun '07

06 Jun '07

Help, I have installed v1.2.1 from the FileManger utility and can create/delete directories and create files. But, unfortunately, when I want to delet a file I receive: Error: Can't create trash directory Trash/: Permission denied Is this a bug, or have I missed some info? --Shawn

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OTRS2 (Debian and LDAP) problems
by Jim Potter 04 Jun '07

04 Jun '07

Hi Team, I am just getting started with OTRS, and I'm trying to get the LDAP features to work... probably the firwst thing to ask is - how can I get a decent level of debugging (I've set apache to run as debug but this doesn't really tell me anything useful) - is there anything in OTRS itself? Following smoothly on - I've got it all running OK with Postgresql, but am having problems integrating LDAP for agents and customers (config attached)... I'm pretty sure its connecting alright, because if I say I've forgotten my password, it sends me a new one (that doesn't work either), and knows that the customers are stored in something called 'BEC Users' (and can't add new ones). If I activate the first bit (authmodule) then I can't log in as an agent; if I activate the second, I can't log in as a customer. Does anyone have any tips, opr could you send me a working Config.pm to compare please? thanks in advance Jim Potter Brislington Enterprise College $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-master'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=icttechnicians,ou=supportstaff,ou=staffusers,ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = ''; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch.dc=uk'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'BEC Users', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap-master', BaseDN => 'ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch,dc=uk', UserPw => 'xxx', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ] ], }; -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Forwarding customer email to agents
by Christophe Pouillet 04 Jun '07

04 Jun '07

Hi list, We are trying to setup otrs to use in our company. Our support team is split over different customer sites and don't always have an access to the Web. So, we would like to use OTRS with email. As far as we tested it, it works correctly. But in our case, we need that an agent could directly reply to a customer after OTRS have been assigned a ticket number : customer sends email => otrs opens a new ticket then otrs sends out a ticket forward or a notification to a common list alias (i.e notification-ticket) shared by our agents. This notification would include the customer email address in the cc or reply to field to allow a direct answer from our agent. We can't use standard otrs notification because it is send by otrs system and the agent cannot do a single reply to directly to the customer. Does anyone had ever faced this need and found a solution (if it is possible with OTRS). TIA for your lights, Regards, *Christophe Pouillet* ZAC des Metz - 3 Rue du petit robinson - 78350 JOUY EN JOSAS Tél: 01 30 67 60 65 - Fax: 01 72 89 80 19 - GSM: 06.71.01.68.76 email: cpouillet(a)exosec.fr - www.exosec.fr ------------------------------------------------------------------------

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Email to Ticket Trouble
by Jason Kleinberg 02 Jun '07

02 Jun '07

I recently installed OTRS on a Apple XServ, and everything is working, except I can not get a ticket created by email. I am accessing the email via POP3, and it is running on the same server. When I run the PostMasterPOP3.pl, it gets the email, but it is not added to the queue. I have the system email addresses set up, as well as the PostMaster POP3 settings set up. I have checked the mailing list history, and I could not find a matching problem and solution to my issue. If anyone has any advice to assist me, I would greatly appreciate it. Thank you in advance. - Jason Kleinberg

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