July 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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backwards priorities
by Alan McKay 13 Aug '09

13 Aug '09

Hi folks, The default OTRS priorities are completely backwards from most systems I've ever used. Usually "P1" is the top priority. If I just rename them all, will anything bad happen. e.g. rename "1 very low" to "5 very high" and so on. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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general email woes
by Alan McKay 06 Aug '09

06 Aug '09

OK, I have the site configured to send an email upon close - but I'm not getting the emails. I do get email when I open a ticket - no problem at all. I also had it set earlier to give emails when other things happen to the ticket, and that seemed to work well to although I eventually turned off those other emails as superfluous. I notice that the fetchmail cronjob is returning this : fetchmail: no mailservers have been specified. Which I don't understand because all of the rest of it seems to work. OTRS is on a different server from the mail server. support2(a)example.com (where example.com is my real domain of course) is set to go the mail server. And then inside of OTRS in "Postmaster Mail Account" I have that address entered for POP3 and the right username and password. And just as I typed that I thought of searching the docs, and found this page : http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-fetchmail OK, I had not yet copied ..fetchmailrc.dist So why was this working up til now? How was it working? I checked my /var/spool/mail/otrs and it had my emails in there So now I set up the .fetchmailrc, and test it by manually running fetchmail. It fetches the new mail OK from the test I'd sent, but now nothing works! My customer did not get notified of a ticket number! WTF? Here is what I set in .fetchmailrc poll 192.168.3.40 protocol POP3 user support2 pass YOUWISH is otrs here When I manually run fetchmail, I get the following errors even though it seems to work : fetchmail: Server CommonName mismatch: mail.example.com != 192.168.3.40 fetchmail: Server certificate verification error: self signed certificate fetchmail: Server certificate verification error: certificate has expired fetchmail: No mail for support2 at 192.168.3.40 Where again example.com is my real domain name. I know that there will be the mismatch given because OTRS is back in the DMZ with my mail server, and both use RFC1918 addresses. Our firewall does 1:1 NAT to give them "real" IP addresses in the outside world. And I know my certificate is barfed but I'm not asking it to do POP3S so why is it even checking the cert? I don't get it. In any case, with the .fetchmailrc in place, I send an email but no ticket gets created, and there is now email back of course with ticket number. And of course the next logical experiment is to remove the .fetchmailrc and see what happens, right? So I remove it, and send a new email - and it works! ??? I'm so very confused! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Creating a template issue
by Carlos Lerzundy 05 Aug '09

05 Aug '09

Hi Everyone, I followed the instructions on this website about creating your own theme http://doc.otrs.org/developer/2.0/en/html/c494.html The thing is that the fist step states that I need to create a new folder inside /html/ but Ubuntu is not letting me do because these folders were created by the owner "www-data". Does anyone knows why and how can I overcome this? Thanks in advance, Carlos

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ITSM module for v.2.4
by support＠sjobeck.com 05 Aug '09

05 Aug '09

Hi, All, I upgraded our 2.3 install, which had the ITSM module installed, to 2.4.0beta3, and now it seems caught in a little bit of a trap between versions. We were just about to start using ITSM 1.2.2 but had not quite yet so this not too big a deal thankfully. I first noticed this situation when checking the "support" module page & it showed me a bunch of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP site) but it wont install in to this version of beta. I was just curious if any one had a roadmap or a timeline or advice on when & how I can upgrade my way out of this sooner or later. That's all. Thanks so much to the dev's, great stuff, really appreciate it. Jason Sjobeck www.sjobeck.com

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Users cannot select a customer using Customer User Management
by Raymond Melzer 04 Aug '09

04 Aug '09

I noticed a weird issue in OTRS. When signed in as someone with RW Admin rights, I am able to click the "Customer" link next to Options and pick a customer using the Customer User Management window. However, when signed in as a user the window comes up with "Internet Explorer cannot display the webpage". This seems to be a permissions issue, but I cannot figure out where that parameter is, even after looking all through SysConfig and trying to grant all permissions shy of "RW" for admin. Does anyone have any ideas? -Raymond

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