October 2013 - 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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In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

Hi list, Does anyone know if OTRS can enable customers to search their tickets by ticket type or dynamic fields? This would be an extension of the search already available in the customer interface. Thanks, Bogdan P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be related to the customer interface and wasn't able to find anything related to customizing the search available to customers.

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timeaccounting module and csv export
by Dirk Völlger 27 Oct '13

27 Oct '13

Hello, I have a question concerning the timeaccounting module. I would like to export in csv the reporting as created by the module. Using the statistics is not really satisfying. Of course i could write a script and read out the data directly from the database. But before doing so, I wanted to know if it's generally possible to export the timeaccounting report somehow in csv. Do you have any idea? I am using OTRS 3.2 and timeaccounting module V2.2.1 Thank you! dirk

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Re: [otrs] Free additional modules for OTRS 3.3
by Anna Brakoniecka 25 Oct '13

25 Oct '13

Hello, we've published new modules for OTRS 3.3. They make it easier to import/export some OTRS data and the already well received module ITSM-CIAttributeCollection that provides additional CI-attributes. Additionally, you can install ConfigureCallHome. It disables the unrequested automatic communication of installed packages and other system details to OTRS AG (can be enabled by configuration) and it sends notification to an email-address you fill. You can find them all online at: http://www.cape-it.de/free-otrs-community-additional-modules.html <http://www.cape-it.de/free-otrs-community-additional-modules.html> and at OPAR: http://opar.perl-services.de Here is the list of relevant modules: - ITSM-CIAttributeCollection :: 2.3.0 (OTRS 3.3.x) - ConfigureCallHome::1.2.0 (OTRS 3.3.x) - ServiceImportExport::1.3.0 (OTRS 3.3.x) - CustomerUserImportExport::1.9.2 --> BugFix - CustomerUserImportExport::1.10 (OTRS 3.3.x) - CustomerCompanyImportExport::1.4.0 (OTRS 3.3.x) Enjoy! If you have any feedback, thanks a lot in advance for sending it to us :) greetings, anna ** Wir treffen uns! Open Source Day 20.11.2013 ** ** IHK Nürnberg, www.osb-alliance.de/osd2013 <http://www.osb-alliance.de/osd2013> ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Do 24.10.2013 13:58 Betreff:otrs Digest, Vol 61, Issue 17 An:otrs@otrs.org; 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. Exporting from OTRS (Jean BROW) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Oct 2013 21:21:59 +0200 From: Jean BROW <everydaywow(a)gmail.com> Subject: [otrs] Exporting from OTRS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAPrubvo_Yp2MLdVZDD8AQGVWFVRC5iE9AHY9GVydcZnHxouYZQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" When exporting emails for a specific ticket using the OTRS PDF export, there is always a lot of repeated information i.e. each of the emails contains > >> >>> >>>> >>>> all of the back and forth from customer to agent and back again Is there a way to parse or filter out this reply information from the PDF export? -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20131023/95d7c74f/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 61, Issue 17 ************************************

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Make shorter ticket numbers
by Jean BROW 24 Oct '13

24 Oct '13

Hi, How can we the short down the numbers in the ticket number?

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Exporting from OTRS
by Jean BROW 23 Oct '13

23 Oct '13

When exporting emails for a specific ticket using the OTRS PDF export, there is always a lot of repeated information i.e. each of the emails contains > >> >>> >>>> >>>> all of the back and forth from customer to agent and back again Is there a way to parse or filter out this reply information from the PDF export?

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Generate New Ticket(s) from Process-Ticket
by Mnich, Jürgen 22 Oct '13

22 Oct '13

Hi! I already know, that there are certain transition actions that can be used when you define a ticket process. Is there - additionally - a way to generate new ticket(s) from within the workflow of a process ticket? So long, Juergen.

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Pre-populate email addresses
by Paul Simons 21 Oct '13

21 Oct '13

Hello Is there any way of pre-populating the To: and CC: fields in a response email? Thanks in advance Paul ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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udpate to SLA or State changes priority automatically
by KalyanaChakravarthy MP 21 Oct '13

21 Oct '13

Hi ALL I have following issue: a new note is added - if now an update is made to either the ticket Type or a new state one can see a short refresh (a small animation next to these fields) and the ticket priority changes for the first available one in the list. -Ticket priority very high change as low . if try to update priority it take as low only . Any ideas how to prevent this? Thank you & Regards, Kalyana chakravarthy M .P,

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