September 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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Standard Types and Queues
by Buechling, Thomas 18 Oct '07

18 Oct '07

Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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"Customer Company" are not diplayed on the Customer list
by Agim Cami 17 Oct '07

17 Oct '07

The "Customer Company" are not displayed on Customer list. Is any workaround on this? -- Agim Cami

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AD Single Sign On
by Derek Blevins 02 Oct '07

02 Oct '07

Hello, I'm trying to figure out how to get OTRS to do single sign on with AD. I've managed to make LDAP work according to the manual, however the documentation for true single sign on is confusing. How is http basic auth supposed to function? And does OTRS really do seamless logins? Kind of a newbie here, if someone has a walkthrough that would be great. I'm sure this has been brought up a dozen times. Using: AD 2003 OTRS 2.2.2 CentOS 5 Everything works great, just trying to get SSO working. The only thing I've found is a module for OTRS 1.3 or similar versions. Thanks, Derek Blevins

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Import customers from cvs?
by Hannes Riechmann 01 Oct '07

01 Oct '07

Hello, is it possible to import customers from a cvs file? I thought about adapting the otrs.addUser script, so that it can add customer and then calling my script for every entry in my cvs file. Anybody knows a better solution? Thank in advance Hannes

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Email
by Robert Aldridge 01 Oct '07

01 Oct '07

Thanks for all the help so far. I have OTRS set up and authenticating agents and customers against our ActiveDirectory server. Awesome! We use MS Exchange as our email server. I've set up the SMTP configuration in OTRS so that tickets and messages get mailed out to agents. However, we'd like our customers (internal employees) to be able to email problems to 'otrs(a)domain.com' and have OTRS automatically pick up the email and create a ticket. I have created the 'otrs' user in ActiveDirectory and configured an email account for this user. This user can send/receive email fine through our Exchange server. In trying to follow the directions in the Docs ( http://doc.otrs.org/1.3/en/html/receiving-email-cmd.html) I'm getting lost. :-( When I do: shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs(a)domain.com' to the OTRS server? Thanks, Robert Aldridge

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