January 2008 - 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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Zlib uncompress error
by Jeff 26 May '08

26 May '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help...

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SLA for pending ticket
by Fabio Paracchini 10 Mar '08

10 Mar '08

Hi folks, how is a ticket on "pending" impacting on SLA ? I have a ticket with a "Solution time" SLA of 2 days, and I put it on "pending" for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that "pending" does not stop the clock. Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of "pending" ? Thank you in advance Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.

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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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extra packages
by Andrew Meyer 06 Feb '08

06 Feb '08

Among the extra packages that come with OTRS that you can install via the Admin Preferences, why do a good amount of them fail to install? Specifically: Calendar FAQ File Manager Survey Time Accounting WebMail Web Watcher Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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How to open previously closed ticket ??
by Jaroslaw Czarniak 05 Feb '08

05 Feb '08

Hi. Probably it's a very simple question but I can't find it anywhere. How to open previously closed ticket ?? -- Pozdrawiam Jarosław Czarniak Jarsat s.c. Kruczkowskiego 13F 80-288, Gdańsk jczarniak (at) jarsat (dot) pl tel. 0 58 741 77 02

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Search - using Ticket free text
by vimal pillai 01 Feb '08

01 Feb '08

Hi all, I have added six ticketfreetext.But for me, only the first two is appearing in search window as search criterion.so now i can search with only the first two ticketfreetext i have added.My requirement is i need to search with all the six ticketfreetext i have added.I want all the six tickefreetext to appear in search window as search criterion. How can i make it possible.Your help would be really appreciated. Regards Vimal

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 01 Feb '08

01 Feb '08

This pretty much sums it up i think. As mentioned earlier, i don't know much perl, html or javascript so the code may (most likely) suck bigtime. But it appears to work as i'd like it to. I wanted to change as little of the original code as possible. The only file that needs changing is "<OTRS_CONFIG_Home>/Kernel/Output/HTML/<themename>/CustomerTicketMessage.dtl " My original plan was to put this in separate files, and then include them as needed, with some check on the customers groups, so i could display different forms for different customers, but i haven't gotten that far yet. Here goes... Add the following function to script area of the "CustomerTicketMessage.dtl" file. ** // Function to put form fields into the textarea body. function replaceBody(theForm) { var bodyContent = ""; var formElement = theForm.elements; for(i=0; i<formElement.length; i++) { // All form fields that we want, are prefixed with "CustForm_". if (formElement[i].name.match("CustForm_") == "CustForm_") { // But we don't really want it shown in the ticket. Remove it. formElement[i].name = formElement[i].name.replace(/^CustForm_/, ""); // Show the field name and its value on its own line. bodyContent = bodyContent + formElement[i].name + ': ' + formElement[i].value + '\r\n'; } } // Replace the hidden "Body" area with the contents of the form fields. document.compose.Body.value = bodyContent; // Return original submit function. return submit_compose(); } ** And in the same file, find the lines: ** <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> <textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea> ** Replace those with: ** <input type="hidden" name="Body" value="$QData{"body"}"> <td class="contenthead">Who are you?</td> <td class="contentvalue"> <tr> <td class="contentkey">Name:</td> <td class="contentvalue"><input type='text' name='CustForm_Name' id='CustForm_Name' size='70' value=''></td> </tr> <tr> <td class="contentkey">Company:</td> <td class="contentvalue"><input type='text' name='CustForm_Company' id='CustForm_Company' size='70' value=''></td> </tr> ** And in the line: ** <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> ** Replace "submit_compose();" with "replaceBody(this.form);" That should be it, more or less... You can of course add other fields as necessary. As long as the field names are prefixed with "CustForm_", the script should be able to get the contents. Dunno how it handles radio buttons, checkboxes, dropdown selects and that kind of stuff, though. You are of course doing this at your own "risk", even though it should be pretty harmless. :-) I'm runnin otrs 2.2.4 on windows, by the way. Shouldn't matter much, though. Hope that helps. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 29. januar 2008 18:34 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok thank you 2008/1/29, Sune T. Tougaard <stt(a)lyngsoesystems.com <mailto:stt@lyngsoesystems.com> >: I've (almost) made a simple (maybe too simple) html forms based interface for the customer interface, instead of the textarea. Been looking a bit into a few wysiwyg editors to replace the textarea, and the way most of them are implemented, gave me the idea to just make the textarea "Body" a hidden input type, and then just filling that hidden input with the contents of the form on submit. Client-side and relies on javascript, but i think that the standard interface also is (please correct me if i'm wrong). The ticket ends up looking as a plain-text ticket, but that doesn't matter, as long as the input-phase is appealing to the customer. Don't know much html, perl or javascript, but still i managed to do it, so almost anyone should be able to. I can share, if you like, but i'd like to clean it up a bit first... ;-) -- /Sune _____ From: otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of Miguel Dias Sent: 29. januar 2008 16:27 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok, And there is any way to have one template that can be charged on new ticked for example: Name:____ Company:____ Machine:___ Serial number:___ I'm trying to implement OTRS to my company, and I would like to make it so customized as possible. Best Regards. 2008/1/29, Nils Breunese (Lemonbit) <nils(a)lemonbit.nl <mailto:nils@lemonbit.nl> >: Miguel Dias wrote: > I have read in the offical site that the OTRS was pre-sales oriented > can some one tell me how. The site says: "The system is built to allow your support, sales, pre- sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries." OTRS is not specifically targeted at pre-sales, that's just an example of what you can use it for. > And if there is any template that I can use for ticket instead of > plain text I don't believe OTRS supports HTML mail out of the box. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support or consulting for your OTRS system? => http://www.otrs.com/ <http://www.otrs.com/> _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support or consulting for your OTRS system? => http://www.otrs.com/ <http://www.otrs.com/>

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