May 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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FAQ article text/link wrapping
by Nick Bright 25 Oct '08

25 Oct '08

I'm working on fleshing out our FAQ system, and I've run in to some trouble embedding links into the FAQ entry (for example, a file download link). If the URL is longer than the FAQ line break width, the line wraps and the HTML tag is broken. Is there a work-around or bug fix for this issue? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

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using ruby for xmlrpc
by Chris Williams 30 Jun '08

30 Jun '08

Hi, I was wondering if anyone has successfully used the rpc calls for otrs with either ruby's xmlrpc4r or soap4r libraries? If so, any sample code would be a big help. Thanks in advance, Chris

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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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Send Email from GenericAgent
by Shue, Daniel G. 31 May '08

31 May '08

Hi guys, I need a way to Send and email to certain address every time a ticket is created. The GenericAgent is obviously to best way to do this, however, I am not having any luck getting an email to Send. I am trying my best with doing a custom module, but I'm not making any progress. Any one else face this problem before? Daniel Shue Networking Specialist Randolph County Computer Services

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