April 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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Waiting status reporting
by Rabindra Pandey 25 Aug '09

25 Aug '09

Hi, I was wondering if some one has done this- I want to prepare a report which lists number of tickets in Waiting Status for more than 5 days, 10 days and 30 days. Thanks. Rabi

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UTF-8 breaks 2.3.4 SysConfig interface
by Paul 11 Jul '09

11 Jul '09

Hi all, I upgraded OTRS 2.3.3 to 2.3.4 and found that when $Self->{DefaultCharset} is set to 'utf-8', the SysConfig area of the Admin interface results in a 500 server error. Apache error logs show the following: [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xF6" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:57 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:57 2009] index.pl: utf8 "\\xE4" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x67, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] *** glibc detected *** free(): invalid next size (normal): 0x095c6590 ***, referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl, referer: https://otrs.host/path/index.pl?Action=Admin Changing the default charset to iso-8859-1 the problem goes away. Any ideas? We need UTF-8. Reverting to 2.3.3 resolves the issue as well with utf-8. Best wishes, Paul

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OTRS Reporting
by Rabindra Pandey 02 Jul '09

02 Jul '09

Hi, I am fairly new to otrs world. I want to create a report of all tickets that have been untouched for last 3 days. Untouched is defined as a ticket which have no activity during last 3 days. Any mail sent from OTRS by system is not accounted as activity. I want create report by writing mysql script and my otrs version is 1.2.3 Any help or guidance will be greatly appreciated. Thanks

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Available tickets and article actions
by Arlene Wu 21 May '09

21 May '09

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Merging tickets from other ticketing systems
by brainstorm 14 May '09

14 May '09

Hi ppl, I'm sure that this is answered somewhere in the ML archives, but I wasn't able to find it though :-/ The issue is simple, but before jumping on writing a custom OTRS plugin I want to be sure that the functionality isn't already on mainline OTRS. We cooperate with other organizations but they use RT or others. My (simple) intention is to merge incoming tickets by the foreign ID present in the subject, such as: #193754 I've tried with Generic agent, but I cannot figure out how can it match a variable pattern. Any suggestions or already done scripts/plugins for this ? Thanks in advance ! Roman

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stats module help welcome :-)
by Rachid Zarouali 11 May '09

11 May '09

Hy all, i'm working once more on my otrs system and i was trying to make a stats config which would tell me how many tickets have their first answer in the first response time period i've configurede in my queu config: Escalation - First Response Time: 2880 (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by 50%) any clues on how to do this ? Rachid

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