November 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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Generic REST Interface TicketUpdate function with python
by Michael Ablassmeier 28 Nov '14

28 Nov '14

hi guys, im playing around with the new REST Interface struggling to find out how to pass valid data to the TicketUpdate function. I can read the TicketData with the TicketGet function without any problems, but fail to update any ticket information. I have registered the WS as following: > --- > Debugger: > DebugThreshold: debug > TestMode: '0' > Description: '' > FrameworkVersion: 4.0.1 > Provider: > Operation: > TicketGet: > Description: '' > MappingInbound: > Type: Simple > MappingOutbound: > Type: Simple > Type: Ticket::TicketGet > TicketUpdate: > Description: '' > MappingInbound: > Type: Simple > MappingOutbound: > Type: Simple > Type: Ticket::TicketUpdate > Transport: > Config: > KeepAlive: '' > MaxLength: '20000000' > RouteOperationMapping: > TicketGet: > Route: /TicketGet/:TicketID > TicketUpdate: > RequestMethod: > - POST > Route: /TicketUpdate/:TicketID > Type: HTTP::REST > RemoteSystem: '' > Requester: > Transport: > Type: ' And i try to access the TicketUpdate Function via python, short snipped like this: <imports> > ticketdata = dict( > UserLogin='username', > Password='username', > Data=dict( > Ticket=dict( > Title='changeme' > )) > ) > url = 'http://myotrs/otrs/nph-genericinterface.pl/Webservice/Test/TicketUpdate/100…' > r = requests.post(url, params=ticketdata) > print r.content And the TicketUpdate function returns like: > {"TicketNumber":"2014112680000111","TicketID":"10017"} but does not change anything in the Ticket and does not error out. Looking at the debugger it seems clear that not all data is passed in my post request: > Incoming data before mapping (2014-11-27 10:41:34, debug) > $VAR1 = { > 'Data' => 'Ticket', > 'Password' => 'username', > 'RequestMethod' => 'POST', > 'TicketID' => '10017', > 'UserLogin' => 'username' > }; > Incoming data after mapping (2014-11-27 10:41:34, debug) > $VAR1 = { > 'Data' => 'Ticket', > 'Password' => 'username', > 'RequestMethod' => 'POST', > 'TicketID' => '10017', > 'UserLogin' => 'username' > }; but i struggle to find out how to pass it rightfully? Passing a json.dumps() generated data string will error out and urlencoding seems not the right way. Can someone give me a pointer here? Thanks! -- Michael Ablassmeier Senior Support Engineer Ziegelstrasse 1 D-83629 Weyarn Fon +49 (0) 80 20 / 180-0 Fax +49 (0) 80 20 / 180-666 Mail support(a)sep.de Web http://www.sep.de

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How multiple authentication and identity backends for agents and customers work
by Bogdan Iosif 27 Nov '14

27 Nov '14

Hi, This email is an extended documentation of how multiple authentication and identity backends for agents and customers work. The information herein was tested on OTRS 3.3.7. I decided to publish it after parsing through a lot of useless Internet search results about the subject and ultimately having to explore the source code to figure out how things work. I wrote the doc while setting up 2 backend types: DB and LDAP To be able to use this documentation you need to know how to configure OTRS via Config.pm and to understand how OTRS works out of the box using the DB backend type for its authentication / identity info needs. HTH someone. Regards, Bogdan - OTRS supports multiple types of backends (e.g. DB and LDAP (WinAD)) - OTRS distinguishes between backends used for agents and backends used for customers - OTRS distinguishes between backends used for authentication and backends used for identity info / details - Using a backend for authentication means verifying given credentials with the backend to ensure they are valid - Using a backend for identity info means: - Using a given agent / customer id (but not its password) to retrieve from the backend detailed info about this identity (e.g. retrieve first name, last name, address, email, etc.) - Searching and retrieving identity info for a set of agent / customer identities from the backend - Up to 11 backends of varying types are supported for each of the following: - Agent authentication, Agent identity info, Customer authentication, Customer identity info - Correlating configurations with multiple physical backends - Having a different configuration for an agent / customer authentication backend vs. an identity info backend is a niche case. Usually, the same physical backend needs to be configured at least twice, once for authentication and once for identity info. When the same physical backend is used for both agents and customer it needs to be configured four times (each in slightly different ways). - When more than one physical backend needs to be used (e.g. DB + LDAP) care must be taken to configure them in the same order each time to avoid inexplicable behavior - Configuring backends for agent authentication - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {AuthModule*}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {AuthModule}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {AuthModule1}, {'AuthModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Each configured backend must specify if it's paired with a backend for identity info - The configuration setting set contains a setting named like 'AuthSyncBackend*' having either the empty value or values like 'AuthSyncBackend*' - The empty value ('') means this backend is not paired with an identity info backend and no sync must be attempted after agent login - The value 'AuthSyncBackend' means this backend is paired with the identity info backend specified through the settings set named like {AuthSyncModule}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%'} ... and a sync must occur after agent login - The value 'AuthSyncBackend1' means this backend is paired with the identity info backend specified through the settings set named like {AuthSyncModule1}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... and a sync must occur after agent login - etc. - Configuring backends for agent identity info - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {AuthSyncModule*}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {AuthSyncModule}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {AuthSyncModule1}, {'AuthSyncModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Agent identity info is retrieved (synched) after every successful authentication and stored in OTRS' DB - After sync, identity info is used directly from OTRS' DB where it's stored in a single table and relationally referenced from wherever else it's needed - To refresh the identity info known to OTRS about an agent X, the X agent needs to logout and login again - Configuring backends for customer authentication - Each backend is configured by specifying a set of settings (available in Defaults.pm) with names like: - {Customer::AuthModule*}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%*'} - The settings for the first configured backend appear with names as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting set and modifying their names - Choose a number between 1..10 to identify the additional set - Modify all duplicated setting names by appending the set number to their name - e.g. For original set: {Customer::AuthModule}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%'} ... - e.g. For set 1: {Customer::AuthModule1}, {'Customer::AuthModule::%{DB|LDAP|...}%::%SettingShortName%1'} ... - Configuring backends for customer identity info - Each backend is configured by specifying a setting (available in Defaults.pm) named like {CustomerUser*} - The setting for the first configured backend appears with the same name as found in Defaults.pm - Settings for additional backends appear by duplicating the initial setting and modifying its name - Choose a number between 1..10 to identify the additional setting - Modify the duplicated setting name by appending the set number to its name - e.g. For original: {CustomerUser} - e.g. For set 1: {CustomerUser1} - Customer identity info is dynamically retrieved from the backend whenever it's needed and then cached in memory / disk for a while - Some customer identity info may get replicated in OTRS' DB. In particular, customer's email will be used / captured in ticket history and articles. In some cases problems may occur if key identity info changes in the backend. - To ensure a refresh of the identity info known to OTRS about a customer X, the agent / customer Y using the customer X identity info needs to logout and login again

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GenericAgent doesn't delete tickets
by Ralf Hildebrandt 27 Nov '14

27 Nov '14

I created a generic agent to delete some old, unneeded tickets. The system reports: 6901 Tickets sind betroffen! Was wollen Sie tun? Warnung: Sie verwenden die Option LÖSCHEN. Alle gelöschten Tickets gehen verloren! Job bearbeiten Job ausführen oder Abbrechen Clicking on "Job ausführen" invokes: https://otrs.charite.de/otrs/index.pl?Action=AdminGenericAgent;Subaction=Ru…; which returns immediately, not deleting anything. Prior to that I executed the SAME job (on about 10.000 tickets), which obviously didn't delete all 10.000 but "only" 3.000 -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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How to shut down OTRS on Debina 7
by amatijasec＠gmail.com 25 Nov '14

25 Nov '14

Hi, What is the proper way to shut down/start OTRS 3.3.x system (installed from source) on Debian 7. Example of what I am trying to accomplish: " linux:~ # rcotrs restart-force Shutting down OTRS Disable /opt/otrs/bin/otrs.PostMaster.pl ... done. no crontab for otrs Shutting down cronjobs ... failed! Shutting down OTRS (completely) Shutting down Apache ... done. Shutting down MySQL ... done. done Starting OTRS (completely) Starting Apache ... done. Starting MySQL ... done. Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (It looks Ok!). Enable /opt/otrs/bin/otrs.PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://linux.example.com/otrs/index.pl <<-- done done linux:~ # " Thank you.

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Unicode encoding problems in the agent frontend
by Tim Schumacher 25 Nov '14

25 Nov '14

Hi folks, I wanted to give OTRS 4.0 a spin, so I made a backup of my test instance and checkout the the rel-4.0 branch and followed the update instructions. I was using 3.3 previously where I had not the followig problems. I'm running OTRS behind fastcgiwrap behind nginx, which also is working flawless. My problem is, that the generated HTML garbles up all the unicode characters as you can see in this screenshot (for Example under 'Ticket-Einstellungen', 'Agenten-Benachrichtigungen): https://picdump.datenknoten.me/060e60cbb676db5500344e38c97dad5b0a83b1e5b2a5… This also includes customer correspondences. The Database is configured correctly I think: Name | Owner | Encoding | Collate | Ctype | Access privileges ------+-------+----------+-------------+-------------+------------------- otrs | otrs | UTF8 | en_GB.UTF-8 | en_GB.UTF-8 | Is there anything else I may have missed? greetings Tim

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Re: [otrs] OTRS DS mobile app iOS 8.1
by Jan.Dreyer＠bertelsmann.de 25 Nov '14

25 Nov '14

Hey Scott. I just switched from Android/Cyanogen mod running OTRS DS mobile to iOS 8.1 running same company's iOS version of the app. So far the only issue encountered is the cursor is invisible when tying typing text on the app. Where can the cursor color for a mobile device/app be changed on the OTRS Admin dashboard? I don’t think this is the appropriate place to ask. Afaik "OTRS DS" uses the JSON interface that OTRS offers. This way it does not rely on the editor OTRS provides but has it own. So you should direct this question to their support team. Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT NMD Expert ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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