March 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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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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Re: [otrs] Source for Iphone Application
by Martin Edenhofer 07 Sep '11

07 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Re: [otrs] Create new item in agent intreface
by Juancho - 13 May '11

13 May '11

From: reced13(a)msn.com To: otrs(a)otrs.org Subject: RE: [otrs] Create new item in agent intreface Date: Tue, 1 Mar 2011 17:16:56 -0300 Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions? Thanx!!!!! > From: nils.leideck(a)leidex.net > Date: Tue, 1 Mar 2011 20:23:52 +0100 > To: otrs(a)otrs.org > Subject: Re: [otrs] Create new item in agent intreface > > Dear Juancho, > > TicketFreeTextFields are for the Customer AND the Agent interface. > > 1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText > 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig) > > On 01.03.2011, at 20:13, Juancho - wrote: > > > Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. > > > > Is there an option to do that????? > > The freetext one seems to be just for customer interface! > > Cheers, Nils > > — > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Customers with multiple mail addresses
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Hi all, In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc(a)example.com, def(a)example.com and/or support(a)example.com, Example.com being the customer company. Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers. Could someone help shed some light please? Best Regards, Muhammad El-Sergani.

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Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 04 Apr '11

04 Apr '11

Hi, For some reason mails have stopped downloading in our OTRS 2.4.6 installation and we are seeing rows upon rows of similar error messages in System Log: Need User or UserID! Need TicketNumber! No article found for TicketID 567512! Can't create PID PostMasterMailbox, because it's already running (dev-crm.internal.directi.com/16490) Upon researching this a bit, I ran across the following links: http://lists.otrs.org/pipermail/otrs/2009-August/028048.html http://lists.otrs.org/pipermail/otrs/2009-August/028052.html But the above URLs don't present a solution to this issue. Can someone help us to resolve this? Regards, Saurabh Pande.

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List of owner
by Guillaume Rehm 04 Apr '11

04 Apr '11

Hi list, I use OTRS 2.4.7. I have set up my role <-> agents synchronisation with Active Directory Groups (see http://lists.otrs.org/pipermail/otrs/2010-February/thread.html#30647) All works fine, but now, I change some agent right's. Agent1 who have access to file 1,2,3 now must only have access to file 2,3. I changed AD groups, right in admin roles<->agents. But I have always Agent1 in owner list when I have a ticket in file1 ! When you want to change owner. Do you know how I can clear this list and have only agents with file1 r/w access ? Thanks in advance for your help -- Guillaume Rehm Responsable du Centre de ressources informatiques Bibliothèque nationale et universitaire de Strasbourg Guillaume.Rehm(a)bnu.fr http://www.bnu.fr 03 88 25 28 23

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ldap issue with otrs 3.0.6
by Neil Simpson 01 Apr '11

01 Apr '11

Hello All, i've been trying to google for an answer to this likely easy issue: i configured otrs-ldap to fetch users from AD but i get "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." my config.pm file looks like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'BLANKED.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=BLANKED,CN=Users,DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'BLANKED(a)BLANKED.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'BLANKED; $Self->{'AuthModule::LDAP::UserLowerCase'} = 0; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthModule::LDAP::Die'} = 1; in the log file i get: [Notice][Kernel::System::Auth::LDAP::Auth] User: BLANKED (CN=BLANKED,CN=Users,DC=360t,DC=com) authentication ok (REMOTE_ADDR: 192.168.0.blanked). Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'BLANKED'!!! so it's authenticating but due to the fact the user doesn't exist in the otrs db it wont allow me to login. I thought this sync occured from the "usersyncldapmap" command above. any help much appreciated as i dont want to use the workaround which is to create a user in otrs before they login for first time. that's just stupid and annoying. thanks Neil

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