October 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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Custom TicketMenu Module for custom link in ticket zoom
by Alessio Tosi 26 Aug '10

26 Aug '10

I'm trying to create a custome Ticket Menu module that open another web application passing ticket information: TicketID and Ticket Number I've created a new module in /Output/HML TicketModuleChiamate.pm as mentioned in http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-menu with declaration of the package package Kernel::Output::HTML::TicketMenuChiamate; and registered the module in Config.pm # for ticket recording menu $Self->{'Ticket::Frontend::MenuModule'}->{'900-Chiamate'} = { 'Action' => 'AgentTicketChiamate', 'Module' => 'Kernel::Output::HTML::TicketMenuChiamate', 'Name' => 'Chiamate' }; What I'd like to do is open a new web page with an url I've changed the code to do $Self->{LayoutObject}->Block( Name => 'MenuItem', Data => { %{$Param{Config}}, %Param, Name => 'Chiamate', Description => 'Apri una chiamata Supporto!', Link => 'http://chiamate.osi.lan/default.aspx?&TicketID=$QData{"TicketID"}&TicketN umber=$QData{"TicketNumber"}', }, ); but when I click on the link I'm redirected to http://otrsDNSname/otrs/index.pl?http://chiamate.osi.lan/default.aspx?&Tic ketID=545803&TicketNumber=2063589 Is it possible to ignore the base url that is put at the beginning of the url Ciao AleX

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Background color in agent web interface
by Régis OBERLE 27 Sep '09

27 Sep '09

Hello OTRS fans, I've just upgraded from ITSM 1.0.2 to ITSM 1.1.1 The background color (above header and below footer) of the agent web interface has changed from white to dark blue. How can I revert back to white ? Which file in Kernel/Output/HTML has to be changed ? I had a look but it's hard to find for a newbie. Thanks and regards, Régis

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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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Change queue without being owner
by Lars Jørgensen 19 Jan '09

19 Jan '09

Hi, I can't remember if this has been answered before, but our supervisor would like to change the queue of some tickets that are already assigned (locked) to an agent. Is it possible without taking ownership of the ticket? -- Lars

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SugarCRM
by Darren Wiebe 09 Dec '08

09 Dec '08

I just setup OTRS to read contacts with SugarCRM. It was way easier than I expected. Thanks for the great work! -- Darren Wiebe darren(a)aleph-com.net Aleph Communications www.aleph-com.net

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Replies always sent to the otrs address + a few other problems
by Ugo Bellavance 04 Dec '08

04 Dec '08

Hi, I'm relatively new to OTRS... I'm looking for the configuration for this: Whenever I reply to a ticket, a copy is sent to the queue e-mail address. This cause a ticket to be re-opened whenever I reply and change the status to 'closed'. I don't see where I coulc have configured that... Also, HTML is always stripped to text (My PostmasterAutoHTML2Text = No). When OTRS receives an HTML e-mail, I see the body in plain text, with HTML message as an attachment, and any images that are included in the message are also attachments. Am I missing a module or something? Also, where can we change the request type, except when we close? Running otrs-2.3.3-01 installed via rpm, Centos 4, fedora 4 rpm, MySQL backend. Thanks in advance. Regards, Ugo

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Moving OTRS
by Joseph Lundback 04 Nov '08

04 Nov '08

Hi List, I am in the process to move a OTRS system from a Windows Small Business Server 2003 (Austrian Language version) to a Windows Server 2008 machine. And I have failed to find a suitable document that describes how to proceed with the move. It might be my google-skills that lacks. :) What would be the best procedure to follow? Best regards Joseph Lundback System Administrator ________________________________ The information in this E-mail is confidential. If you are not the intended recipient please notify the sender immediately and delete this E-mail without reading, using or disseminating the information contained in it. Although Touchbet Ltd believes this E-mail and any attachments are free of any virus or other defect which may affect a computer, it is the responsibility of the recipient to ensure that it is virus free and Touchbet Ltd does not accept any responsibility for any loss or damage arising in any way from its use.

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Re: [otrs] Moving OTRS
by Bruno Moncorgé 31 Oct '08

31 Oct '08

Hello Joseph, I'm afraid I won't be able to help you with your migration. However I'm very interested in your experience of OTRS under windows. I'm myself trying to install OTRS on a Windows Server 2003 Standard Edition, and I can't figure out how to set up files so that my pop accounts are fetched automatically. I'm lost between crontab.txt, cron4win32.pl, .fetchmailrc. If you don't mind posting some paramer samples (or just tell me what you did to have it work), it would be most helpful to me and I would be very grateful to you. Best regards, Bruno otrs-request(a)otrs.org wrote: > 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. Permission Problem (Ali Jawad) > 2. Re: Permission Problem (Wes Plate) > 3. Re: Permission Problem (Gon?ri Le Bouder) > 4. Prevent User from deleting users (Ali Jawad) > 5. PostMaster Mail Account not saving Queue (Ali Jawad) > 6. Moving OTRS (Joseph Lundback) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 29 Oct 2008 17:19:49 +0200 > From: "Ali Jawad" <alijawad1(a)gmail.com> > Subject: [otrs] Permission Problem > To: otrs(a)otrs.org > Message-ID: > <fb6f4c5d0810290819jb9e0dc6uc38aeb9f51e0c843(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi > I did install using RPM and used the setpermission script as follows : > > /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs apache apache apache > > However, if I do try to access > > The page i get the following error: > > Forbidden > > You don't have permission to access /otrs/ on this server. >

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