December 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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Diff between PendingDate and Due date?
by Pradumna Maheshwari 02 Feb '12

02 Feb '12

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] Source for Iphone Application
by Martin Edenhofer 07 Sep '11

07 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Google-Maps-Customer-Map plugin ?
by Laurent Minost 22 Mar '11

22 Mar '11

Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come "soon" ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent

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iPhone App - Ticket Search?
by Hugh Kelley 25 Jan '11

25 Jan '11

Is there a ticket search option for the app? I can't see how to find tickets for a given user or subject. Hugh

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iPhone app crashes
by Kristofer Pettijohn 25 Jan '11

25 Jan '11

Hello, I am attempting to use the OTRS iPhone app, and whenever I open a ticket that I have previously responded to (either via the iPhone app or via the web), the app crashes and goes back to the iPhone home screen. Does anyone else have this problem? Does anyone know what may be wrong? Kris

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LDAP and Address Book, customers are displayed with username, full name, email address and username again
by Erik van Ast 17 Jan '11

17 Jan '11

Hi all, I have a short and maybe simple question. We have set our OTRS 3.0.4 up to authenticate the users and agents with LDAP (Active Directory 2003) and that's working great! The only annoying thing now is that when I reply or forward an email and I type in the first two letters of a name many customers are displayed (that's OK, we have a lot of users), but the users aren't displayed with username and or email address but with username, full name, email address and username again, so for example when I type in "Er" I get myself as customer and it is displayed as ""ErikA Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> (ErikA)". How can I make that change so only the username and the email address or only the full name and the email address are visible? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

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Statistic for first response time escalade
by GARDAIS Ionel 12 Jan '11

12 Jan '11

Hi, I'm trying to generate a graph for tickets that has been escalated for first response time. I created a TicketAccumulation statistic, with the first response time escalation as the X axis and the queue as the data source. Unfortunately, I only get a flat line, whereas I know that tickets has been escalated in the chosen time-frame. For instance, a ticket has been created on Dec-08. The queue where it lives in had a first response time escalation set to 360 minutes. The agents get an email after that time but the ticket is not shown in the graph. Does it only retrieve the "currently escalated" tickets or "all tickets that has been escalated" ? My need is to get an history of all tickets that has been first-time-response-escalated during the last X weeks. Thanks, Ionel

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Keep ticket number in bounced messages
by Alex Mihičinac 10 Jan '11

10 Jan '11

Hi all! Is it possible to keep ticket number in bounced messages (maybe even with little hack)? Before I managed to hack otrs v2.1 to have that feature, but in OTRS 3.0.4-01"Subject generation" seems to be changed. Any hint more than welcome. Best regards, Alex

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