April 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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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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Help , Error ticket ID
by Matias N. Sliafertas 26 Jun '08

26 Jun '08

Hi everybody, I am taking an error in the page of the customer , when I create a new ticket gives me the following error, someone can help me? Thank you ********************************************************* ************************************************************************** Error: Need TicketID! Comentario: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Apr 18 10:42:33 2008 Message: Need TicketID! Traceback (8811): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147.2.2) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24.2.1) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20.2.1) Line: 705 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 ******************************************************************** ************************************************************************** -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

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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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SQL query for first response time and resolution time
by Régis OBERLE 21 May '08

21 May '08

Hello everybody, I want to build a report showing first response time and resolution time. The stat module doesn't seem to be able to do this. So, I started using an external reporting tool. The hardest part is to build the SQL query. Can anybody help me finding these informations in the database ? Do I have to compute these informations from "start" and "end" fields, or is the data stored in the database (maybe the <ticket> table) ? Thank you for your help. Regards, Régis

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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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Attachment Issues
by Aleem Mohamed 06 May '08

06 May '08

Hey there. I just had a question about attachments from incoming mail to OTRS. My problem is that when a user submits a new ticket bysending an e-mail to OTRS along with an attachment the attachment doesn't seem to display properly. When I zoom in on the ticket with the attachment the attachment is renamed to 'file-X' (i.e. file-1....no extension) and when I try to view it I am unable to do so. Any idea on how I can go about fixing this or anyone know what's going on exactly? Thanks for your time!

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