July 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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Feature question
by Ugo Bellavance 23 Aug '11

23 Aug '11

Hi, We are using OTRS (about to switch to 3.0) and we are wondering if OTRS is already able to fit those needs: - Have a response time associated to a priority - Have a "target date" assigned manually by an agent for solution for a ticket With this info, would it be possible to have a report for: - Tickets that do not meet the response time - Tickets that do not meet the solution target date Thanks, Ugo

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Problem after installed ITSM Module
by Wagner 01 Aug '11

01 Aug '11

Hello, I just installed the ITSM Module and my otrs lost all the "design" of the website, no css, and show the message as if my browser was not supported (before installing ITSM it was working fine) Sending Attached a print screen of the website login page now What Could it be? Thanks

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Re: [otrs] customer.pl or e-mail ticket creation
by Hugh Kelley 30 Jul '11

30 Jul '11

We have mapped the native message priority to the OTRS ticket priority via postmaster filters. Would that work for you? From: Ugo Bellavance Sent: Friday, July 29, 2011 3:44 PM To: otrs(a)otrs.org Subject: [otrs] customer.pl or e-mail ticket creation Hi, Any opinions about the method of ticket creation? We would like to allow the customer to set the priority or SLA when creating a ticket. It would be easy to do using the customer portal, but less convenient than allowing e-mail ticket creation (especially for screen shots). Using e-mails implies developping an Outlook template, deploy it, and make sure OTRS can get the priority or SLA from the e-mail content. Thanks, Ugo --------------------------------------------------------------------- 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] customer.pl or e-mail ticket creation
by Nathan Unsworth 29 Jul '11

29 Jul '11

The developer manual and forums have a lot of the information you're asking for. Ugo Bellavance <ugob(a)lubik.ca> wrote: Hi, Any opinions about the method of ticket creation? We would like to allow the customer to set the priority or SLA when creating a ticket. It would be easy to do using the customer portal, but less convenient than allowing e-mail ticket creation (especially for screen shots). Using e-mails implies developping an Outlook template, deploy it, and make sure OTRS can get the priority or SLA from the e-mail content. Thanks, Ugo --------------------------------------------------------------------- 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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