August 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

3 2

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.

36 63

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

2 1

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

6 7

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

2 1

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

5 7

OTRS 2.3.1 Upgrade Login Issue
by David Salson 22 Oct '08

22 Oct '08

To All, Upgrade from 2.2.7 to 2.3.1. Everything is running (cron, autoreply, notifications, etc...) but no one can login (index.pl or customer.pl). Invalid user name or password. I checked the database via phpMyAdmin. All users are there. What to do? Thanks,

3 5

How can I disable CustomerCompanySupport
by Tina Kerr 01 Oct '08

01 Oct '08

How do I disable the Company Tickets module from the Customer's Ticket? I can disable the module from an admin perspective, via SysConfig ==> Frontend::Admin::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Admin::ModuleRegistration&SysConf igGroup=Framework> ==> Frontend::Module###AdminCustomerCompany but can't seem to find this configuration setting for the Customer Ticket. It seems logical to have such a setting under SysConfig ==> Frontend::Customer::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Customer::ModuleRegistration&SysC onfigGroup=Ticket> but there is not. Please help! Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

2 1

[UPGRADE 2.2.6 to 2.3.1] No MainObject! at /var/www/otrs-231/bin/cgi-bin/../../Kernel/System/AuthSession.pm line 83.
by Serge Algarotti 23 Sep '08

23 Sep '08

Hi I test on a test machine the OTRS upgrade from 2.2.6 to 2.3.1: 1) I have do a clone machine with otrs as the real machine (OTRS 2.2.6) 2) I have upgraded as explain in the UPGRADING file * install the new release 2.3.1 * i have copied the Kernel/Config.pm and GenericAgent.pm * I have upgrade with DBUpdate-to-2.3.mysql.sql (no error) * I have run DBUpdate-to-2.3.pl (no error) * I have upgrade with DBUpdate-to-2.3-post.mysql.sql (no error) When I connect to /otrs/index.pl as agent, everything is ok, all work When a customer connect (/otrs/customer.pl , he have a error message and he cannot connect: No MainObject! at /var/www/otrs-231/bin/cgi-bin/../../Kernel/System/AuthSession.pm line 83. The line 83 is: # check needed objects for (qw(LogObject ConfigObject TimeObject DBObject MainObject)) { $Self->{$_} = $Param{$_} || die "No $_!"; <<<< line 83 } The customer backend is LDAP. All is ok and work on the real machine in 2.2.6 since many months. can you help me ? I have the same Config.pm than in 2.2.6 . thank you, Serge

4 8

Return Email
by Richard Gliebe 23 Sep '08

23 Sep '08

Hi all, is it possible, that a Customer gets a retourn Emails (with the Trouble Ticket Number) when he sends an request to the OTRS TTS? We are running otrs-2.2.5 on FreeBSD 7.0-STABLE thanks in advance Richard -- Richard Gliebe Information Services Fachhochschule Vorarlberg GmbH / University for Applied Science Hochschulstrasse 1 A-6850 Dornbirn T: +43 5572 792 2207 M: richard.gliebe(a)fhv.at W: www.fhv.at FN 165415 h, LG Feldkirch

2 3