January 2009 - 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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ITSM - How to assign different type options for each clients
by Camilo Vieira 08 Apr '09

08 Apr '09

Hi, Does anyone know whether it is possible to create different templates of "type" in admin interface to assign for each clients? I intend to configure only "Incident" and "Service Request" for the customer and configure "Incident", "Service Request" and "Problem" for the help desk analysts. Help me! Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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Using fetchmail?
by Mike Dent 25 Mar '09

25 Mar '09

Hi, I recently moved my email to google mail apps. That's all fine but I did not remember that google mail only does SSL POP3 and IMAP. So the standard PostMasterPOP3 will not work. I am using OTRS 2.2.6. So I took the following steps. 1) Installed fetchmail 2) edited the .fetchmailrc in /opt/orts to suit my account 3) Uncommented the fetchmail line in /opt/otrs/var/cron 4) Ran '/opt/otrs/bin/Cron.sh start otrs' to put the crontab file in place. Have I missed anything? Do I need to configure anything in OTRS to tell it I am using fetchmail? I am seeing these crond[16829]: (otrs) CMD (/usr/bin/fetchmail -a --ssl >> /dev/null) every 5 mins in the cron log file but no mail seems to be making it to OTRS. Is there any extra logging I can see? Many thanks Mike

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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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One ticket with multiple categories
by Boyan Tabakov 04 Feb '09

04 Feb '09

Hello, I am setting up a new installation of OTRS 2.3.3 and am stuck with the following: Is it possible to assign several categories to a single ticket? For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is: cat1 - mail cat2 - vhost cat3 - dns and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working). So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories? Thanks! -- Blade hails you... Farewell - no words to say Beside the cross on your grave And those forever burning candles --Nightwish

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Upgrade steps from 2.3.2 to 2.3.4?
by Mik Rose 04 Feb '09

04 Feb '09

Hi there, I see that there are upgrade instructions fro 2.2* to 2.3* but what about 2.3.2 to 2.3.4 Are there any special considerations. I would assume that it wouldn't be a simple as dragging the new folder in there since I would loose config settings and the likes. Mik

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Pictures in public FAQ
by Markus Nagel 02 Feb '09

02 Feb '09

Hello list, I am very pleased to see that the wysiwyg-editor in FAQ-Module 1.5.4 also deals with pictures and even picture uploads. This works very well in AgentFrontend. But when I change to customer or public frontend, the pictures are not visible and there neither is a placeholder for them. They are simply not there. Returning to AgentFrontend, thea are still there. Is it a matter of configuration or user rights? I'm using otrs 2.3.3 with ITSM 1.2.2 Thanks in advance Markus Nagel

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