December 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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States
by Ugo Bellavance 08 Feb '12

08 Feb '12

Hi, OTRS 2.3.3 I have these log entries: Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'merged' not found! Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Could that explain that closing merged tickets only closes one ticket? This seems to have been existing for a while. How can I fix this problem? Isn't the merged StateType supposed to come with a standard OTRS install? Also, I just started getting these errors: Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'closed successful' not found! Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Where should I look to find the problem? Thanks, Ugo

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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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Quotes
by Eternity 03 Jan '12

03 Jan '12

Hi! I have disabled the quote sign ">" in OTRS: SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose My question: is there a way to have this different per queue? Most queues are normal response to user queues where the quote sign are very helpful, but some queues the answers goes into system mailboxes and in those cases the quote sign messes things up... Best regards, Chris

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hide priority on customer intreface
by DM_Julio Angulo 30 Dec '11

30 Dec '11

Hello i want to hide priority on customer interface, ideas welcome. Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

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How use ACL to restrict Workoredr access on WO type ?
by Stefano Boccanera 30 Dec '11

30 Dec '11

Hi I'm trying to find a solution about following issue: I'd like to restrict an agent's group to use only a specific Workorder's type (saying for sake of clarity, the type: workorder). On this Workorder's type this agent's group can : edit & modify the workorder, report, and assign the workordr to another agent within the same group, but the same permission would not available for another workorder's type : approval. That workorder would required an higher permission level granted to the itsm-change-builder. Actually granted the 'SetWorkOrderAgent' permission (changing the permission to ro into ITSM Change Management -> Frontend::Agent::ViewWorkOrderAgent) grant the same permission also on the 'approval' workorder. Can I use ACL to solve this issue? regards -- * Stefano Boccanera*

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Ticket Notification
by Nikhil Joshi 29 Dec '11

29 Dec '11

Hi, I have configured the OTRS and I have following problem 1.When we send Email for ticket generation for the first time, it is working properly as desired. But next time when we repeat the same process, No ticket is generated in the queue.( I have checked the log, and it shows nothing for the second time) 2. When customer generates the new ticket, agent is not notified .(log shows nothing) Kindly help me on this issue. Thanks and Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

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