January 2014 - 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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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

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Postmaster Filtering -- Set CustomerID = CC Mailadress
by Grzella, Mark 06 Feb '14

06 Feb '14

Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC << value >> (sample) Headline 2 : From <<value>> myadress(a)mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser <<value>> [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber

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customer user sync from AD
by Darshak Modi 06 Feb '14

06 Feb '14

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Effective time resolution ticket.
by Hugo Hidalgo 03 Feb '14

03 Feb '14

Hi, I'm trying to find out if it is possible to get a report on ticket resolution time given a schedule of 8x5. This is very important for SLA with other companies. Can you help me? Best Regards. ---------------------------------------------------------------------------------------------- [image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com>

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version 3.2.12 , emailfrom is not available
by Darshak Modi 31 Jan '14

31 Jan '14

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Queue versus Subqueue versus All in one queue
by Leah Kelly 31 Jan '14

31 Jan '14

Hello, I am considering a setup change, but would really like good examples of clients having their own individual queue, versus having a subqueue of another main queue, versus just everybody being in the same queue. We are a small software company (<20) - the people in OTRS are Account Managers (AM) and Developers (D). The AMs each have specific clients, but also need to answer questions from any other randoms that come in. For example, a client of Marlene’s could write to marlene(a)company.com, or support(a)company.com. Marlene would answer her queue, and anybody (including Marlene) could answer when they wrote to support. In other words, all AMs can answer customers who write to the generic support mailbox. Right now I have OTRS set up so each AM has their own queue (never mind why I did it this way, it’s irrelevant). They also check the Support queue. As their ‘Favorite Queues’ in their settings, the AM selects both their own personal queue and the Support queue. Developers are in a subqueue. (I did this to experiment to see if one was better than the other, but I never really figured it out.) The way we work, is that when somebody gets a client request, often it will need to involve several steps between AMs and Ds. We want to be able to get a ticket, read the request, write a note to the appropriate person, then move it to an appropriate queue. When that person is done with their part, they write a note and move it back to the other person’s queue to let them know it’s complete so they can tell the customer and close the ticket. Many times there are more than just two people involved. We want the AM to get the ticket first though, because they are the POC and owner of the account. It works okay when nobody has taken ownership yet. But if somebody has, you have to change yourself to the owner, then move it back to the person’s queue, and then the next person has to do the same thing. Surely there’s a simpler solution. Which is why I think I should change the set up - can somebody tell me what the main advantages/benefits are of each of the three configurations (one person per queue, many people in one queue, and many subqueues (each with one person in them) within one queue)? Sorry I am just an OTRS ignoramus. Thank you for your time. And I really appreciate your insight. I am really trying to and want to learn! L

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Customer list problem
by BIRO Zoltan 30 Jan '14

30 Jan '14

Dear All, I have 1000+ customers and 30+ CustomerId in our OTRS 3.2.x system. I'm using LDAP customer backend and make differences of the countries as CustomerId. It's working fine but I found the following: Goes to Admin > Customers and search for * should be show all Customers from the backend? (CustomerUserSearchListLimit=5000 in Config.pm) Some Customers and CustomerId doesn't shows in the full list, it's only 5 different CustomerIds with around 30-40 Customers and these are not the latest added to the system. But If I search one of them from missing Customer with his/her lastname the system can find it and shows under the right CustomerId. I don't really understand why I can't see them in the full list. The missing Customers and CustomerIds are permanent. The background is I'm using this very nice and useful add-on to assign Customer Companies to services ( http://www.neteye-blog.com/2012/06/otrs-assign-customer-companies-to-groups… ) but I got an error with this message: There are no customers with CustomerID AMATEC! Insert at least one user with CustomerID: AMATEC! NO ASSOCIATION WILL BE DONE RIGHT NOW, this message comes only for the missing Customers/CustomerIds from the full Customers list. As I see on the NetEye blog I'm not alone with this issue. It's worked before without any assignment issue... Thank you in advance! Regards! Zoltan

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