October 2011 - 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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Re: [otrs] OTRS on linux vs windows
by Steve Durbin 08 Mar '12

08 Mar '12

We're running OTRS on Linux with full AD integration including single sign-on, automatic agent creation/removal from AD, full customer integration with AD - so no customer or agent maintenance. It was a bit fiddly to get set up, but once working it's been very reliable. Happy to share our agent creation/removal script, and any other information people want. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Android App
by Pavel Titov 06 Feb '12

06 Feb '12

Hello, I have noticed a number of requests for an OTRS Android app in the list and decided to develop one, please check it out: https://market.android.com/details?id=com.ptitov.megaticket It's still in beta, but should work stable and has all essential functionality, namely: * Dashboard * Notifications of new assigned tickets * OTRS views: queue, status, escalation, locked, watched, responsible * All essential ticket operations: displaying, creating, responding, leaving note, moving and closing. I tried to test it on all devices and servers I have access to, but there still may be some bugs, so please don't hesitate to contact me if you have a bug report or feature request. Regards, Pavel Titov

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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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Agent::Escalation Usage - Ticket escalation notification/e-mail
by Anant Jain 25 Nov '11

25 Nov '11

Hi, I noticed this Notification in the "Agent Notification" screen of the admin. Can someone help in using this? The end goal is that I (OTRS manager/admin) should receive an e-mail notification for any ticket escalation due to non action/updation by the agents. Thanks, AJ ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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How to use the return value from an external script in a PostMaster filter?
by Danny Froberg 04 Nov '11

04 Nov '11

Hi folks, Been scratching my head for a while now so thought i'd ask you guys. I have a little script that basically looks up a numeric CustomerNo from a database and returns it to stdout, and if it's can't find one it will spit out the domain part of the senders email address. So far so good, I've been googling like mad to find a reference to using return values other than true/false when setting a header; # Job Name: 6-FindCustomerNo $Self->{'PostMaster::PreFilterModule'}->{'6-FindCustomerNo'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/opt/otrs/contrib/find_customer', Set => { 'X-OTRS-CustomerNo' => '???', }, }; What would the proper syntax be? Best regards Danny Froberg

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Re: [otrs] help me
by Nathan Unsworth 29 Oct '11

29 Oct '11

Run the command under sudo. Ekram <chutygolpo(a)gmail.com> wrote: Hi, When i am running the database check i found the following error. It is a fresh installation on debian6. root@newotrs:/opt/otrs# perl -w /opt/otrs/bin/otrs.CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Sat Oct 29 16:15:26 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (21481): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.3) Line: 64 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! Please help me.

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help me
by Ekram 29 Oct '11

29 Oct '11

Hi, When i am running the database check i found the following error. It is a fresh installation on debian6. root@newotrs:/opt/otrs# perl -w /opt/otrs/bin/otrs.CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Sat Oct 29 16:15:26 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (21481): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.3) Line: 64 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! Please help me.

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Frontend::RichText
by Steven Carr 29 Oct '11

29 Oct '11

Hi all, Quick question regarding RichText... We currently have "Core::Web::Frontend::RichText" set to "No" as I do not want replies from our helpdesk sent in Rich Text, however this option disables the viewing of emails sent to us in HTML and converts them to plain text. Is there a way to still view incoming emails that are sent in HTML but compose replies in plain text? Thanks Steve

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