March 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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compose answer: cc-field is auto-filled ??
by Peter van Beugen 05 Jun '08

05 Jun '08

Hi, I have a few OTRS installations (2.2.5) and with two I have a strange problem: when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address. (so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...) I'm very confused about this and researched all the config options, but I can not find any option to control this. anyone??? regards, Peter van Beugen

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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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SugarCRM and OTRS
by Kai Osthoff 12 May '08

12 May '08

Hi OTRS-Junkies! Does anyone have a runing OTRS <-> SugarCRM Connector or any requirement for such a "feature"? Greetings, Kai Osthoff

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TimeAccounting
by stava 28 Apr '08

28 Apr '08

Whatever happened to the Time Accounting package? Can't seem to find it anywhere. Quick Google reveals nothing. /L

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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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Print output - HTML instead of PDF?
by Nick Bright 17 Apr '08

17 Apr '08

Is it possible to change the output of the "Print" functionality (specifically I think it's AgentTicketPrint) back to HTML? My previous install of OTRS generated a printer friendly HTML page when the print function was called; I would prefer to have that type of output because it is much faster than generating a PDF. By faster I mean, on workstations you don't have to wait for Adobe Bloatware Reader to open up just to click print. I've dug on Config.pm and Defaults.pm, I don't see any configuration items relating to the type of printing output, and it's not obvious to my non-programmer brain how to change it in the actual AgentTicketPrint.pm module (or even if that's the appropriate place to change something.) Thanks in advance, -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

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Disabling notification
by sharif islam 01 Apr '08

01 Apr '08

Hi All, I am trying disable some auto-notification, not sure where to set it. Also if this is possible for specific queues rather than system wide. 1) merge ticket: Currently merging tickets sends a note to the customer. we would like to disable this 2) owner/responsible: assigning owner and responsible sends two notification. we have both turned on. thanks. --s

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