January 2010 - 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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Customer Map
by Mikola Rose 24 Aug '10

24 Aug '10

On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed? Mik Rose

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Change Ticket State on Customer E-Mail Reply
by ml ml 03 May '10

03 May '10

Hello List, if i write a customer an e-mail and set the status to "pending..." and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If not....how can i accomplish this? Thanks, Mario

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Installing
by Cook, Julian 01 Mar '10

01 Mar '10

Hello! I am trying to install OTRS::ITSM through the package manager. I am running OTRS 2.4.6 and am trying to install ...... ITSM Core 1.3.2 GeneralCatalog 1.3.2 I get an error when I try to install this. It¹s listed below. Is there another version of OTRS::ITSM I should be using for OTRS 2.4.6? Many thanks! Julian ------------------------------------ Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 26 10:06:45 2010 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.4.x;) does not match your Framework ()! Traceback (24510): Module: Kernel::System::Package::_CheckFramework (v1.106) Line: 1885 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 361 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81.2.1) Line: 1398 Module: Kernel::Modules::AdminPackageManager::Run (v1.81.2.1) Line: 1001 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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how to create two customers
by ramana 23 Feb '10

23 Feb '10

Hi How to create two customer. and how to create different services for both I am using orts 2.4.5 regards, ramanachary

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OTRS report font
by Sarah Baker 11 Feb '10

11 Feb '10

I'm not sure what font the reports are using, but they are double spaced and impossible to read. They don't look like dejuvu. Where are the fonts kept? Or should I say where to perl expect the fonts to be located? Do the fonts need to be installed separately? - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

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customer database and LDAP
by Chris Johnson 09 Feb '10

09 Feb '10

Greetings, I'm using OTRS 2.4.5 and I'm trying to figure out if I can configure both LDAP lookups and have the OTRS built in customer database be searched for customer information in tickets. I found a document stating that it could be done in 2.3, and here's the URL: http://doc.otrs.org/2.3/en/html/x1638.html however, I don't see mention of it in the 2.4.5 documentation. Is this valid on both? Thanks, Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:image9a91cc.jpg@0da9a6e2.b0da4929] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

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It is possible to automatically display company information in the ticket view?
by Aron Rotteveel 08 Feb '10

08 Feb '10

Hi everyone, Currently, I have my system setup as follows: - Client database is populated with individual persons & e-mailaddresses. CustomerID is a numeric ID that is linked to the company - Company database is filled with companies and the corresponding phone, fax, and address information By default, it seems that a ticket only shows the client information; it would be incredibly useful to display the company information as well. Is this somehow possible, and if so how? Thanks in advance. -- Best regards, Aron Rotteveel

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