May 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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SMTPS and Google Apps (smtp.gmail.com)
by Kenneth Thorman 07 Jan '11

07 Jan '11

Hi everyone I have spent a long time testing the different suggestions here but nothing seems to work. I would like to send outgoing emails from OTRS through Google Apps. More specifically Config Options: Framework -> Core::Sendmail SendmailModule: SMTPS SendmailModule::Host: smtp.gmail.com SendmailModule::Port: 465 SendmailModule::AuthUser: XXXXXX(a)XXXXX.com (a valid username) SendmailModule::AuthPassword: XXXXXXXXXXXX (corresponding password to username above) I have added debugging in the SMTPS.pm file # debug $Self->{Debug} = 1000; # ****************** Added line $Self->{Debug} = $Param{Debug} || 0; if ( $Self->{Debug} > 2 ) { # shown on STDERR $Self->{SMTPDebug} = 1; } as well as additional debug information at # return if no connect was possible if ( !$SMTP ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can't connect to $Self->{MailHost}: $!! Self->{FQDN} = $Self->{FQDN}Self->{SMTPPort} = $Self->{SMTPPort}Self->{SMTPTimeout} = $Self->{SMTPTimeout}Self->{MailHost} = $Self->{MailHost}Self->{User} = $Self->{User}Self->{Password} = $Self->{Password}", ); return; # ***************************** Added some more information here to see what is going on } Trying to connect on the command line is working fine root@XXXXXXXXXXXXX /vol/otrs/Kernel/System/Email #telnet smtp.gmail.com 465 Trying 216.239.59.109... Connected to smtp.gmail.com (216.239.59.109). Escape character is '^]'. Just for info retrieving emails on the same account works fine Checking modules root@XXXXXXXXXXXXXX /vol/otrs/bin #./otrs.checkModules o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................ok (v0.710.07) o XML::Parser....................ok (v2.36) SELinux is disabled root@XXXXXXXXXXXX /vol/otrs/bin #getenforce Disabled The error that is showed when trying to send a reply email is Error: Can't connect to smtp.gmail.com: ! Self->{FQDN} = XXXXX[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Apr 12 10:18:21 2010 Message: Can't connect to smtp.gmail.com: ! Self->{FQDN} =XXXXXXXXSelf->{SMTPPort} = 465Self->{SMTPTimeout} = 30Self->{MailHost} = smtp.gmail.comSelf->{User} = XXXXXXXSelf->{Password} =XXXXXXX Traceback (24125): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 101 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.4) Line: 424 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::vol_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 203 Module: ModPerl::RegistryCooker::run (v1.88) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 (servername, usernam and passwords have been replaced by XXXXXXXX in the entire email above) All suggestions in the following links have been tried: http://osdir.com/ml/otrs.user/2004-05/msg00089.html http://lists.otrs.org/pipermail/otrs/2009-November/029454.html http://lists.otrs.org/pipermail/otrs/2009-December/029909.html http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=363 I am pretty much stumped at this. I must be missing something very obvious? Thank you in advance Regards Kenneth Thorman

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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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Performance issue with multiple customer backends
by McCarroll, Robert 09 Jul '10

09 Jul '10

First off, thanks to Phillippe Martignier for answering my previous question. Having configured OTRS to work with one Oracle backend, we recently added a read-only view for the development version of our user database which contains a modest number of test users (1.5 Million records) and restricted the interface to searching only on Customer ID. However, we've noted that requests for customer user data now take 1.5 minutes to complete whereas a SQL statement for the same logical search ( SELECT * FROM customer_user WHERE customer_id IS LIKE '*Search String Entered*'; ) returns within a second of issuing the query. While investigating this issue we determined that OTRS was nowhere near taxing the available resources of the webserver, the network or the database during this time. We also determined that it communicated with the database server in short but dense bursts at intervals of ten to fifteen seconds while processing the request. It does not appear to matter which database the customer user ultimately gets found in, nor how much history the user has. Our test have recorded the process as taking anywhere from one to three minutes, averaging a minute and a half. Can anyone help me narrow down what might be causing this slowdown and suggest a way to alleviate it? Robert McCarroll Systems Administration NYS Department of Civil Service

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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

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No SASL mechanism found OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74
by Siva Prasad 09 Jun '10

09 Jun '10

Hi All, After configuring eMail from Config Options: Framework -> Core::Sendmail I'm getting the below error message Software error: No SASL mechanism found at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74 For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. My OTRS is on WIndows Machine.Please le t me know what is this and how can I resolve Thanks Siva Prasad

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ACL
by Louis Becker 04 Jun '10

04 Jun '10

Hi I would like to limit the values in the dropdown when tickets are created. I added the code below to /use/share/otrs/Kernel/config.pm, but it did not have any effect. $Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { Ticket => { Queue = ['NOC'], }, }, Possible => { Ticket => { Service = ['Notification'], }, }, }; Some questions: * My config.pm file has 3 sections (I am not a perl expert, just started learning) one that starts with "BEGIN", one that starts with "sub Load" and a bit that starts with use strict; In which part should the ACLs go? * Should ACLs be enabled in the SysConfig somehow? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

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Re: [otrs] Stats by ticket state
by Alejandra Piedra 02 Jun '10

02 Jun '10

Hi Everyone! I found out that I can make my own stat with the Static-File feature. My only question is how do I configure it, so that once I put the file in the //Kernel/System/Stats/Static directory, first it shows in the stats module, and secondly it doesn't give me the following error: Can't locate object method "new" via package "Kernel::System::Stats::Static::StateAccounttime" (perhaps you forgot to load "Kernel::System::Stats::Static::StateAccounttime"?) at ../..//Kernel/System/Stats.pm Please I need your help. Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int> De: Alejandra Piedra Enviado el: Jueves, 27 de Mayo de 2010 10:23 a.m. Para: User questions and discussions about OTRS. Asunto: Stats by ticket state Hello! I'm trying out the new stats and I want to know if there is a way to create that account time between state changes. For example, I need to know how much time has passed from the moment the ticket is in new state to the moment it's changed to open. I know the stats use the escalations and all this attributes, but my boss is asking me for this type of stats. Thanks for all the help María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

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