April 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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'Core.Agent.CustomerSearch is undefined' problems after upgrade
by patrick.dillon＠aleris.com 26 Sep '11

26 Sep '11

Hello to all, I just ran an upgrade from 2.4.9 to 3.0.6 using the rpm method and the UPGRADING instructions included in the tar.gz file. Our environment is SUSE linux, SLES10 SP2 We are running ITSM modules (also just upgraded) at the 3.0.1 level. Aside from a few minor issues, all has gone well. My problem is that now when creating a standard phone ticket, as soon as you enter the form an error message appears. If you ask for detail it displays the following: Core.Agent.CustomerSearch is undefined (?)()@http://ip-address-here/otrs/index.pl?Action=AgentTicketPhone:1194 Ready((function (j, s) {return new (b.fn.init)(j, s);}))@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:581 trigger ()@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 trigger([object Event])@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 I searched the archives and found reference to someone who had rebuilt (?) the CustomerSearch java code, but I'm not comfortable with attempting that for myself. Is this a known issue? Easy (I hope) solution? Thanks for any guidance with this. Pat

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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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Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails?
by Mark Shepard 22 Jun '11

22 Jun '11

All - We have an interesting scenario that is presenting itself, and am curious if anyone has any thoughts on how we can resolve it (currently running 3.0.6): 1. Agent1 (agent1(a)company.com<mailto:agent1@company.com>) has 'Ticket follow up notification' set to 'Yes'. 2. Agent1 is subscribed to the 'Issues' queue. 3. Agent1 creates a Phone Ticket in OTRS in the 'Issues' queue and submits the ticket. 4. Agent1 then creates a thread in Outlook (instead of OTRS) and Cc's both the configured OTRS email address (otrs(a)company.com)<mailto:otrs@company.com)> as well as other stakeholders required for troubleshooting. 5. As soon as Agent1 hits send in Outlook, Agent1 immediately receives an email from OTRS indicating they have a follow up - even though they sent the email (since Agent1 is subscribed to the 'Issues' queue and has 'Ticket follow up notification' enabled). 6. Likewise, as soon as anyone on the thread sends a response, Agent1 gets two emails -- an email from the existing email thread as well as an email from OTRS indicating a follow-up is available. Is there a way to configure OTRS to not email those subscribed to a queue if their email address is already contained in either the To or Cc fields? Thanks, Mark

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Re: [otrs] otrs Digest, Vol 31, Issue 52
by Eric Parlin 15 May '11

15 May '11

Can anybody tell me if it's possible to change the colors of the priorities? What I mean is this, We are using OTRS::ITSM 3.0.6 in a telco environment (DWDM, Environmentals, IT, etc...). I have a SolarWinds Orion NPM server which I am using as an SNMP manager to receive the SNMP traffic and forward on the relevant traps via email after formatting the SNMP message. Everything is working well, except that OTRS wants to use 5 as it's highest severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is regarded as the highest severity and a 5 is the lowest. What is happening is that my Critical alarms are being considered the lowest priority (blue) and my lowest alarms are being seen as highest priority (red) and sorted accordingly in the ticket queue view. I cannot find anyway to change this in the SysConfig. Even if I just change the 1's to be Critical (or Very High) the system just flips the colors on me!!! Its been very discouraging. Can anybody help? > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 31, Issue 52 > To: otrs(a)otrs.org > Date: Mon, 25 Apr 2011 18:35:53 +0000 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: How to reset Ticket counters (Oliver Methfessel [MC]) > 2. Re: How to reset Ticket counters (Muhammad El-Sergani) > 3. How to split a ticket (Muhammad El-Sergani) > 4. OTRS iPhone (Muhammad El-Sergani) > 5. Re: OTRS iPhone (Nathan Campbell) > 6. Re: OTRS iPhone (Muhammad El-Sergani) > 7. OTRS iPhone (Muhammad El-Sergani) > 8. Re: OTRS iPhone (Nathan Campbell) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 25 Apr 2011 16:36:14 +0200 > From: "Oliver Methfessel [MC]" <lists(a)methfessel-computers.de> > Subject: Re: [otrs] How to reset Ticket counters > To: otrs(a)otrs.org > Message-ID: <4DB586DE.9030407(a)methfessel-computers.de> > Content-Type: text/plain; charset=ISO-8859-1 > > Hi Muhammaad, > > Am 25.04.2011 16:29, schrieb Muhammad El-Sergani: > > Well, being new in general to trouble ticketing systems, this might > > sound a little bit silly. > > > > What I'm concerned about, is the ticket length. It is already long > > enough, with the date and the system ID. But if I set the minimum > > length to 2 or 3, then reset the counter every month, that would look > > as I would be maintaining the length. > > > > I didn't know that stats check the counter?! > > > The TicketID ist the Number on which a ticketing system knows the case > to whom the email belongs. You're right, that the default ticketformat > is too long, have a look in the sysconfig in Core::Ticket and set > Ticket::NumberGenerator to some other value than DateChecksum (ex. > AutoIncrement). > > It isn't a good idea to reset the counter for this reason, you'll get > many problems with this. > > Greetings > > Oliver > > -- > Mit freundlichen Gr??en > > Oliver Methfessel > > > Methfessel Computers > Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden > Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden > Gesch?ftsf?hrender Inhaber: Oliver Methfessel > http://www.methfessel-computers.de > > > > > ------------------------------ > > Message: 2 > Date: Mon, 25 Apr 2011 17:13:00 +0200 > From: Muhammad El-Sergani <msergani(a)gmail.com> > Subject: Re: [otrs] How to reset Ticket counters > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BANLkTi=mNT+NdnmP4rE8qWPndiaeNnr3Jw(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Thanks Oliver, > > I've done so. > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Mon, Apr 25, 2011 at 4:36 PM, Oliver Methfessel [MC] < > lists(a)methfessel-computers.de> wrote: > > > Hi Muhammaad, > > > > Am 25.04.2011 16:29, schrieb Muhammad El-Sergani: > > > Well, being new in general to trouble ticketing systems, this might > > > sound a little bit silly. > > > > > > What I'm concerned about, is the ticket length. It is already long > > > enough, with the date and the system ID. But if I set the minimum > > > length to 2 or 3, then reset the counter every month, that would look > > > as I would be maintaining the length. > > > > > > I didn't know that stats check the counter?! > > > > > The TicketID ist the Number on which a ticketing system knows the case > > to whom the email belongs. You're right, that the default ticketformat > > is too long, have a look in the sysconfig in Core::Ticket and set > > Ticket::NumberGenerator to some other value than DateChecksum (ex. > > AutoIncrement). > > > > It isn't a good idea to reset the counter for this reason, you'll get > > many problems with this. > > > > Greetings > > > > Oliver > > > > -- > > Mit freundlichen Gr??en > > > > Oliver Methfessel > > > > > > Methfessel Computers > > Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden > > Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden > > Gesch?ftsf?hrender Inhaber: Oliver Methfessel > > http://www.methfessel-computers.de > > > > > > --------------------------------------------------------------------- > > 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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How to reset Ticket counters
by Muhammad El-Sergani 13 May '11

13 May '11

Hi all, How can I reset ticket counters? Thanks and Best Regards, Muhammad El-Sergani.

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