March 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

3 2

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.

36 63

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

2 1

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

5 8

make freetext mandatory depending on the theme chosen
by Leonardo Certuche 22 Jun '10

22 Jun '10

Hello there! I have a question about freetext and themes that hopefully some of you guys will answer: Is it possible to make mandatory a freetext for a given theme and optional for others? We'd like to have a single OTRS as the service desk application available for several areas, each area using different freefields. Any comment is greatly appreciated. Leonardo Certuche

3 4

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

2 6

OTRS 3: worth the wait? Any information regarding features / sneak peeks?
by Aron Rotteveel 16 Apr '10

16 Apr '10

Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel

8 11

Setting next ticket state based on email response
by Jeremy Revitch 15 Apr '10

15 Apr '10

We have a number of customized responses available to agents in "Compose Answer (email):". We would like to be able to set the next state of a ticket based on the response that the agent uses. I don't see any simple way of achieving this but hope that someone out there is smarter than me...

2 1

FAQ 1.6.5 CGI Error?
by Nathan Campbell 13 Apr '10

13 Apr '10

FAQ Module appears to install properly, I am able to view it and add a category, but when I create a new article and attempt to save it - I get this error: "CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers." >From that point on - the FAQ module always returns this error - even from the customer interface. I can uninstall and reinstall to get rid of the error, but as soon as I attempt to enter the first article it blows up. Platform: OTRS 2.4.7 FAQ 1.6.5 Win2K3 IIS 6 SQL 2005 Strawberry Perl OTRS has been running splendidly on this platform for several years. (with the exception of Strawberry Perl which started a couple of upgrades ago) Nathan Campbell Dallas Symphony Orchestra

3 4

Re: [otrs] LDAP - First Bind failed LdapErr
by Christopher Monzon 08 Apr '10

08 Apr '10

Hello everyone, after entering Guillaume told me that I have a new problem: Fri Mar 19 13:26:07 2010 notice OTRS-CGI-10 Panic! No UserData for user: 'bonse00'!!! Fri Mar 19 13:26:07 2010 error OTRS-CGI-10 No UserID found for 'bonse00'! Fri Mar 19 13:26:07 2010 error OTRS-CGI-10 No UserID found for 'bonse00'! Fri Mar 19 13:26:07 2010 notice OTRS-CGI-10 User: bonse00 (CN=SÃ©bastien Bonami,OU=Users,OU=M4,DC=M4,DC=INC) authentication ok (REMOTE_ADDR: IP). now if I completely lost Thanks for your answers [cid:image001.jpg@01CAC774.6690F470]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

4 3