October 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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Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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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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How to change the color of NOTE in Ticket
by Pritesh BHEEMANEE 04 Dec '14

04 Dec '14

Hello, When we close the ticket, it is in red color and when one write the note, its also in RED color. So, its confusing. I would like to change the color of NOTE. I have seen release notes till beta4 but i couldn't find the solution. (I have enable Sysconfig setting: Ticket::UseArticleColors ) Did i miss something? Is it possible to have this feature in next release? Need to create new article type? Thanks in advanced. Cheers, Pritesh

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OTRS Appliance Errors
by Scott R. Morgan 18 Nov '14

18 Nov '14

I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. I am currently running a TurnkeyLinux appliance and I am getting "/etc/ssl/certs not writable!" errors in the log when I try to reply to a ticket. OTRS is running as user: otrs group:www-data Do I need to permanently add write access to the /etc/ssl/cert/ folder for user otrs or www-data/ or is this something that I just need to allow to be able to complete configuration setup? Scott R. Morgan - - - - - - - - - - Thank you! Scott R. Morgan

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How to disable all unlock timeouts
by Mike Morris 03 Nov '14

03 Nov '14

I'm a bit embarrassed that I haven't been able to find all the relevant setting(s) myself but... I haven't :-( I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. I've searched in SysConfig for every combination of "(un)lock", "time(out)" and "auto(matic)" I can think of, and changed several settings... but it still keeps happening. I've played with settings related to Notification of the timeout unlocks etc... but haven't been able to stop the actual unlocking. The undesired event causes an "Agent::LockTimeout" notification. What critical setting am I missing? (fyi, v3.3.6). Thanks, MikeM

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Web Service, SOAP version and OTRS as requestor
by Marc DeTrano 30 Oct '14

30 Oct '14

I am new to setting up web services and I am trying to setup an Invoker in OTRS to call a method on a remote system to send data on Ticket creation. I ran into a problem where the response returned a VersionMismatch error, becuase the envelope was not an instance of http://www.w3.org/2003/05/soap-envelope. As I understand it, this is the type used with SOAP version 1.2, not 1.1, which by default is used in OTRS and SOAP::Lite. I made some progress by forcing the SOAP::Lite object ($SOAPHandle) to use "->soapversion('1.2')" in Kernel/GenericInterface/Transport/HTTP/SOAP.pm, but I am really doubtful that is the best way to go about solving this issue. Is the SOAP version used by a Web Service configurable somehow and I am just not seeing it? Marc DeTrano

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After Upgrading from OTRS 3.2 to 3.3 Escalation Emails are being sent, even though disabled
by David Hess 30 Oct '14

30 Oct '14

We had disabled our Escalation notification emails a long time ago due to the sheer volume of notifications being sent out. Tickets still Escalate on the dashboard, it just doesn't send emails since that was a nuisance. As far as i am aware, the way we disabled this was to change the queue configuration to notify by '-', which should mean that no notification email is sent out. That setting is still there, however escalation notification emails are being sent. I have tried to poke around in the source to see where this issue might be, but have't figured it out. i do see that some ACL related stuff is being checked at the same time, but i haven't used the ACL feature at all. Anyone else experience similar, or have better advice on other things to check? Regards, Dave

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Panic! No UserData for use
by TC 27 Oct '14

27 Oct '14

Howdy ;) A New Customer of ours has been unable to login to OTRS for the first time :( Mon Oct 27 17:29:13 2014 notice OTRS-CGI-10 Panic! No UserData for user: 'xyz'!!! Mon Oct 27 17:29:13 2014 error OTRS-CGI-10 No UserID found for 'xyz'! Mon Oct 27 17:29:13 2014 error OTRS-CGI-10 No UserID found for 'xyz'! Mon Oct 27 17:29:13 2014 notice OTRS-CGI-10 User: xyz authentication ok (REMOTE_ADDR: SNIPPED). Both the user's Customer acct and CustomerID group exist. We are NOT using LDAP, only RADIUS for authentication. We are using OTRS 3.3.9 on CentOS release 6.5 The user data is stored in the OTRS DB itself. *Thanks in advance for any clues/ideas/suggestions! *

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OTRS Statistics
by Michal Vavak 27 Oct '14

27 Oct '14

Hi, I need to create a stats report that would tell me the number of replies in specified queues. Not only the number of solved tickets, but literally the number of replies - eg. if it takes 4 replies to close a ticket I need the number 4 for that ticket, not count it as 1. Is this possible? If so, how can I setup such report? Thanks a lot. Michal

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