February 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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Display Queue and Status of Linked Items
by Justin Noel 09 Mar '10

09 Mar '10

Here is another FYI tip and a methodology question. In the Ticket Zoom view, we quite often have Linked items (Parent tickets, Child tickets, Normal, etc). Unfortunately, the default view simply shows the ticket number of those linked objects. To get any information about those linked objects, you actually have to click on them. This is a big productivity drain for our group. In order to know what to do with a parent ticket, they need to know the status of all child tickets. So, they are forced to click into each child and back to the parent over and over. Once they finally know the status of all the child tickets, they can set the state of the parent. Needless to say, that wastes lots of time and causes the occasional accident where someone is still on a child when they change the status of what they THINK is the parent. I've solved this problem by modifying Kernel/Output/HTML/LinkObjectTicket.pm to display not just the ticket number, but also the queue and ticket status of any linked objects. File : Kernel/Output/HTML/LinkObjectTicket.pm Function : TableCreateSimple Lines : Starting at 324 Original: --------------------------------------------- # define item data my %Item = ( Type => 'Link', Content => 'T:' . $Ticket->{TicketNumber}, Title => "$TicketHook$Ticket->{TicketNumber}: $Ticket->{Title}", Link => '$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID, Css => $Css, --------------------------------------------- New : --------------------------------------------- # define item data my %Item = ( Type => 'Link', Content => $Ticket->{TicketNumber} . ' - ' . $Ticket->{Queue} . ' : ' . $Ticket->{State};, Title => "$TicketHook$Ticket->{TicketNumber}: $Ticket->{Title}", Link => '$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID, Css => $Css, ); --------------------------------------------- Okay, that was a lot of explanation and code. Now, I have a question. Am I going about these changes properly? When working with .dtl template files, it's easy to ensure they aren't overridden by updates / upgrades because I put them in my own template directory. However, LinkObjectTicket.pm is a core file. The next time I upgrade, those changes will get overridden. Is there any way for me to create changes like this and ensure they are blown out by the next update? Is there some way to extend each file so that I simply override the functionality similar to the OOO approach? Thanks, Justin Noel Calendee LLC <http://www.calendee.com>

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Additional Fields in Customer Interface
by Sourabh Sarwate 05 Mar '10

05 Mar '10

Hi All, Is their any way to add some additional fields in ticket details at customer interface side. I want to add a filed Customer ID with the existing fields (i.e. Ticket ,Age,Subject,state,queue,owner). With this I am trying to achieve that when any one access the company ticket he will know from which Customer Id the ticket is raised. Regards, Sourabh Sarwate

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Document Viewer
by Justin Noel 03 Mar '10

03 Mar '10

My agents are getting tired of having to download and then open attachments from customers just to quickly look at them. Does anyone know of a plugin or module for OTRS that can let them view Word Docs and Excel?

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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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Issues post upgrade from 2.3.4 to 2.4.7
by Stephen Hall 01 Mar '10

01 Mar '10

Hi, We've recently upgrade from 2.3.4 to 2.4.7 and have noticed a number of issues. I am wondering if anyone can point me in the right direction with any of these: 1. Performance : we have three systems, the old system (2.3.4), a test system (2.4.7) and the production system (2.4.7). The production system is a VMWare ESX instance running with 2 x 2.6ghz CPU's and 4gb of memory, which is roughly double the size of the test system. However, performance on the production system is very slow. With average search->ticket click times of nearly 10s (recorded using the performance monitoring) whereas on the test system, and the old system it was closer to 1s. Any advice on tracking this down? We've checked PERL modules, configs etc, and cannot spot a difference between systems. Both test and prod are VMWare ESX, the old 2.3.4 system was physical. 2. On the AgentTicketWorkflow view tickets are not showing the Subject next to the ticket identifier. Whereas on the dashboard view, they do. This was present on the 2.3.4 system. 3. The strangest issue is opening attachments to e-mails, which results in a log out. When you log back in, and where applicable select your role, you get presented with the attachment. Any help or advice gladly received. Regards Steve

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