November 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

3 2

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.

36 63

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.

2 3

Question about fetching mail
by Mark Campbell 07 May '14

07 May '14

So I have a fairly perplexing problem. I have OTRS 3.1.11 setup on a CentOS6 Virtual Machine, and under our normal email flow (<100 messages/day), the system works like a charm. However, once a month, we hit a spike in emails, to the tune of 10,000 in a day. Most of these emails are automatically generated by our system, and are merely informational in nature. I have filters in place to filter them to different queues and in many cases, automatically close them. However, OTRS cannot keep up with downloading them, as apparently every time it fetches email, it only fetches about 10-30 (variable) messages at a time. Obviously, at 10 minutes in between fetch times, this is almost incomprehensibly slow. But even at 1 minute fetch intervals, our system can't keep up. How can I tell it to grab all messages at fetch time? I've resorted to repeatedly clicking on fetch mail in the admin section under PostMaster Mail Accounts, and even that can take hours when you find that there's 7,000 in the mail queue. Any help would be appreciated. Thanks, Mark Campbell Systems Administrator

2 7

Oracle performance
by Sander Goudswaard 28 Nov '13

28 Nov '13

Since OTRS 3.3 I noticed the SQL Benchmark button in the Support section. We are running OTRS in a VM and Oracle on a dedicated server. The SQL benchmark shows 25s where 5s would be expected according to the test itself. Are there others running OTRS on Oracle who could do a benchmark and share the results, or have tips on increasing the performance? Regards, Sander

1 0

Re: [otrs] Show email address AND realname instead of realname only
by Carl R. White 27 Nov '13

27 Nov '13

Hello, Apologies for resurrecting a two-year-old thread. I had also been looking for a good solution to this which did not involve beginning a reply or viewing the plain text version of the message. This thread was the only match that I could find, so thought I would share the hack it helped me to create: [This is for OTRS 3.2.x, but may be adaptible for other versions.] In: /opt/otrs/Kernel/Output/HTML/Standard (or similar), where the .dtl files are located, edit: AgentTicketZoom.dtl Find the RowRecipient section, which looks like:  <label>$Text{"$Data{"Key"}"}:</label> <p class="Value" title="$QData{"Value"}">$QData{"Realname","200"}</p> <div class="Clear"></div>  (mail client wrapping notwithstanding) and modify the <p> tag so that the section becomes:  <label>$Text{"$Data{"Key"}"}:</label> <p class="Value" title="$QData{"Value"}" data="$QData{"Realname","200"}" onDblClick="javascript:var a=this.attributes.getNamedItem('data').value;this.textContent=((this.textContent==a)?this.title:a);">$QData{"Realname","200"}</p> <div class="Clear"></div>  Note that this is literally the addition of two attributes to the <p> tag and nothing more. This has been tested as working in the latest Windows versions of Firefox, Chrome and Internet Explorer (November 2013), and should not cause harm in anything lesser if it fails to function. At first glance this does not change the appearance of Articles in OTRS, but with the changes, a double-click on any recipient field will toggle it to show the e-mail address in the system, as seen in the tooltip. It has been set to double-click since the user's next action is often to click and drag to select the e-mail address to copy it for pasting elsewhere. Had this been set to single-click, the text would have toggled away again, causing frustration! Best Regards, Carl W. -- Exa Networks Ltd W: exa-networks.co.uk | echori.co.uk | surfprotect.co.uk E: <support/customer.care/sales/credit.control/info> @exa-networks.co.uk M: 27-29 Mill Field Road, Cottingley, Bingley, West Yorkshire, BD16 1PY T: 0845 145 1234 ....... Fax: 01274 567646 ....... eFax: 01274 911855

1 0

article dynamic field
by Bruno Cardon 25 Nov '13

25 Nov '13

Hi all, Is it possible to use article dynamic field ( not the ticket dynamic fields ) in the reports of otrs ? Kind regards

1 0

Re: [otrs] otrs Digest, Vol 62, Issue 14
by Antonio Sarmiento 24 Nov '13

24 Nov '13

Gerald, Thanks for your quick response. I modified this expression ['[RegExp][^(MesaAyuda::SAP)]'] by ['[RegExp][!(^MesaAyuda::SAP)]'] and work fine Best Regards Antonio > Message: 1 > Date: Fri, 22 Nov 2013 07:30:06 -0500 >From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] ACL issue to display services related with some > queue > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oUL3a1-OewuF2YXPkfP8JHETF7yP9J+p=ubagZ-+apceTg(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Test at http://regexpal.com > > ^ = beginning of string > !=not, but then, you don't have to seek for "not" ... all filters >are > applied alphabetically sequentially. So be bold and broad and search > for something that's "all tickets" (lock, unlock, for instance) ... > Apply PossibleNot to that (i.e., every ticket), then Possible when >you > have positive criteria to match. > > On Thu, Nov 21, 2013 at 11:53 PM, Antonio Sarmiento ><asarmiento(a)mi.cl> wrote: >> Hi, >> >> I need display the corresponding services for some groups of queues >>and for >> other queues display other queues >> >> I wrote this acl scripts >> >> $Self->{TicketAcl}->{'Only-SAP-Services-for-SAP-abcde'} = { >> # match properties >> Properties => { >> Queue => { >> Name => ['[RegExp]MesaAyuda::SAP abcde'], >> } >> }, >> # return possible options >> Possible => { >> # possible ticket options >> Ticket => { >> Service => ['SAP::OPERA','SAP::ADMI'], >> }, >> }, >> }; >> $Self->{TicketAcl}->{'aaNOT-SAP-Services-for-NOT-SAP-QUEUES'} = { >> # match properties >> Properties => { >> Queue => { >> Name => ['[RegExp][^(MesaAyuda::SAP)]'], >> } >> }, >> # return possible options >> #Possible => { >> PossibleNot => { >> # possible ticket options >> Ticket => { >> Service => >>['SAP::OPERA','SAP::ADMI','SAP::PACK','SAP::BOD','SAP::FRI'], >> }, >> }, >> }; >> >> The first step, work fine when it is alone, and show the right >>service for >> the sap queue. But when I added the second step to hide sap >>services for >> not sap queues, it begun to fail, because it?s only displaying not >>sap >> service in all case, when i choose sap queue or not sap queue >> I choose this way, because the not sap services are more than 40. >> >> Somebody could help me >> >> I appreciate your help >> >> Best regards >> >> Antonio >> --------------------------------------------------------------------- >> 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

1 0

Customizing AccessKeys in OTRS 3.3?
by Martin Møller 24 Nov '13

24 Nov '13

Hello again! OTRS 3.3 is now runnning production here and I like what I see and have mostly got it custom fitted to our needs, but there are a few things I have trouble getting to work: 1) I would like to have an AccessKey for the fulltext search, or even just the search profile popup. It looks like Hotkey+s is already defined in the Ticket submenu, but it doesn't seem to do anything. It also happens to be defined in the FAQ submenu, so possibly they confuse one another? (UPDATE: Indeed that was the case, after changing the keys for the FAQ module, Hotkey+s now works for the ticket search! Yippie! It needed to be changed in FAQ > Frontend::Agent::ModuleRegistration) There seems to be a lot of access keys that are waaay overloaded and thus mostly don't work. The Customer 'Tab' has the access key 'c' bound to every entry and also doesn't work for me in that configuration. Those can be redefined here: Framework -> Frontend::Admin::ModuleRegistration and here: Framework -> Frontend::Agent::ModuleRegistration There are similar issues with the two Responsible icons and the two AgentTicketLockedView icons. The first two both have 'r' selected, the other two both have 'k' selected. Both the phone and the mail icon by default have 'l' (lower L) chosen and thus also don't do anything. But Hotkey+m works for creating a new ticket, as defined in the Ticket menu. Okay, so I managed to talk myself through that part. Incidentally, I have assigned mostly numbers to the duplicates. I might considder setting some of them blank for our purposes... Some of this may only show up for me because my user has administrative rights, but I do think a look at the default access keys for the official addon modules would be good so that the default keys, to the greatest extent possible, doesn't override each other. If they can dynamically overload in an open submenu, then that is great, but that doesn't seem to be the case right now... I would still like to know if you can bind an access key to the fulltext search-field. I suppose it would be a javascript trigger..? I also seemingly had to change my CustomerCompanyKey from the VAT number of the company to the companies name in order for the searches under Customers (Kunder) to yield results or indeed for the filter in the Dashboard to return anything after selecting a value. Not quite sure why that is, but hey, now it works - I just see the company name twice... I guess that leaves (for the moment) just this question: Can I add custom fields to the dashboard and to the ticketzoom view? On the dashboard, I would like to be able to show the date of the ticket creation in stead of Age, at least optionally - similar the the Changed field. I tried putting Created in by hand in SysConfig, but that didn't seem to work... Ticket -> Frontend::Agent::Dashboard That used to work in 2.4 in the .dtl-files, but I guess the rules are a bit different now. In the TicketZoom view, I would like to show a column of how much time was spent on a given reply. Right now, all I can see without turning to SQL queries is the total amount of time used, but not how it is spread across the replies. I know the field is there in time_accounting, but I can't quite figure out how to get it shown in the Zoom view... I realize this might require .dtl-editing at this stage, but what would the field be called in a way that I can access? Apart from those little nitpicks, OTRS 3.3 is AWESOME! Med venlig hilsen / Kind regards Martin Møller Konsulent / Consultant CLA, CLP, CLE, LPI1, RHCT Mobil +45 61 61 69 56 IT Quality A/S København +45 70 222 444 www.itq.dk Nyhedsbrev - Tilmeld ( http://www.itq.dk/index.php?id=51&L=0)

1 1

LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

I had LDAP (openLDAP) working for a few weeks and now it suddenly decided to stop working. Since the server is not live I have anonymous searches allowed. I am now getting an error of: [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry found!BaseDN='dc=shinesystech,dc=com', Filter='(uid=otrsAdmin(a)shinesystech.com)', (REMOTE_ADDR: 192.168.2.128). None of the Config.pm settings have been changed and I have not messed with the ldap config, so it's very strange. Any ideas on how I can best fix/debug this problem? - Matt

3 4