February 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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View all followups in ZOOM
by Baker, Greg 21 Apr '08

21 Apr '08

Is there an option to show all the ticket follow-ups on the main page when you zoom on a ticket? Or will I have to change the template for ticket views. I want this option for both agents and customers. Thanks Greg

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Pending reminder settings of old version
by Timothy F. 11 Mar '08

11 Mar '08

Hello all, I have a question about an old version of OTRS. My company uses an old version and has extreme hesitations about upgrading due to complicated customizations implemented. Our current version is 2.0.4. There are a couple issues that I'd like to investigate and just need an idea of where to look. If there are any current patches, that would be even better. I fully understand the merits of upgrading, especially when it comes to security patches. Unfortunately, I don't see that as a viable solution. The following is a list of bugs/features that I'd like to fix. Any advice is greatly appreciated. 1) The requirement to be ticket owner in order to set a pending reminder date/time 2) When opening tickets in two or more tabs, session data is over written. Example: -Open ticket 1234567 in tab A -Open ticket 7654321 in tab B -Comment in ticket 1234567 (tab A) -Upon submit tab A forwards to ticket 7654321 3) Add button to clear pending date/time. and as an aside, I wonder if anyone could point me out to any security patches that we can test out and try to implement. Thank you for your time. Tim

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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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Re: [otrs] OTRS - Active Directory
by Ali M. 06 Mar '08

06 Mar '08

okay, i really want to help you because I had the exact same problem and i solve it its my best bet your setting one of the parameter wrong! so try this perl script use strict; use warnings; use Net::Ldap; my $ldap = Net::LDAP->new ( "active_directory_server") or die "$@"; my $mesg = $ldap->bind ( 'CN=xxx, OU=xxx, DC=xxx, DC=xxx', password => 'xxxxx', Version => 3) or die "$@"; my $schema = $ldap->schema (); print $schema; ## if all goes right! the script will print nthe reference value of the $schema , its a meaningless value but it means you actually use the corrent DN for the user, and you did connect to the AD also download windows xp support tools and user the adsi edit tool to read all the DN or your AD in the otrs parameters baseDN is the dn of the parent entry of all your user these are all the tips i have On 2/13/08, Daniel Zamorano <daniel.zamorano(a)duxdiligens.com> wrote: > > > Sorry i tried that but, i cannot authenticate with AD > > I Only receive the message "Identification incorrect your user or password > was entered incorrect" > > Do you have an idea about the problem > > Daniel Zamorano Mejía > > > > > -----Original Message----- > From: Shawn Beasley [mailto:shawn.beasley@otrs.com] > Sent: Martes, 12 de Febrero de 2008 04:41 a.m. > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS - Active Directory > > Hi Daniel, > > try this > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo'; > > > > instead of this > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com > > <http://demo.com/>'; > > > > i.e remove the demo.com <http://demo.com> bit > > > > On 2/11/08, *Daniel Zamorano* <daniel.zamorano(a)duxdiligens.com > > <mailto:daniel.zamorano@duxdiligens.com>> wrote: > Additionally, when you have no users in your DB with matching info, you > have > to use the UserSyncLDAPMap section - it can be copied out of the > Defaults.pm. Otherwise, you will get Panic! No user data. > > > > Hi. > > > > > > > > I have a problem; I can't configure OTRS to authenticate whit > > Active Directory, I was configuring and I cannot log me in the > > system whit AD. > > > > > > > > I have that questions: > > > > > > > > I should configure each agent in the database after to try > > configure the Active Directory?, if yes(whit password?) > > > > > > > > I have the next info > > > > User Administrator in AD: adminotrs à in the Users folder > > > > Server: serverdemo > > > > Domain : demo.com <http://demo.com/> > > > > > > > > that is my config.pm <http://config.pm/>, > > > > > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com > > <http://demo.com/>'; > > > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, > > dc=com'; > > > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, > > ou=Users, dc=demo, dc=com'; > > > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw'; > > > > > > > > Do I need another configuration? > > > > Or is bad my configuration? > > > > > > > > -- > Shawn Beasley > ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > > Geschäftssitz: Bad Homburg > Amtsgericht Bad Homburg, HRB 10751 > Steuernummer: 003/240/97521 > > Aufsichtsratsvorsitzender: Burchard Steinbild > Vorstandsvorsitzender: André Mindermann > > > > _______________________________________________ > 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 or consulting for your OTRS system? > > http://www.otrs.com/ >

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script permission problem?
by Joe Ersinghaus 04 Mar '08

04 Mar '08

Well I posted this problem under "cron job failures" but I think it's really a permissions problem? If I try to execute "UnlockTickets.pl" for example in /opt/otrs/bin, as the otrs user, I get the "Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib blah blah blah" error. But if I execute it as root - it runs fine. This particular script is owned by "otrs" though. Most of the others are owned by "apache". (I'm running centos 5) A good systems admin could fix this, but I'm certainly not that. :) Help is appreciated. Joe -- Joe Ersinghaus Information Technology & Communications New Mexico Department of Agriculture/New Mexico State University MSC 3189, P.O. Box 30005 Las Cruces, NM, USA 88003-8005 Phone: (505) 646-7094 Fax: (505) 646-1841

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Survey Module 1.0.17
by Rene Abdon 04 Mar '08

04 Mar '08

Hi all, I install the survey module 1.0.17 and create a survey with question, all of this without problems, but how I send this to customers ? like, after a ticket closing. Is there a documentation about this ? tks. Rene Abdon. -- Esta mensagem foi verificada pelo sistema de antiv�rus e acredita-se estar livre de perigo.

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