December 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

3 2

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

2 1

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

Queue view
by John Koch 07 Jan '15

07 Jan '15

Hello, Is it possible to have a queue which is a combined list, in chronological order, of all tickets in all queues. The purpose of this is to enable an agent working on multiple queues to work through all tickets in chronological order and be able to easily see tickets which are getting old, no matter which queue they arrived in. Thanks!

3 2

One email address - automatic filtering into queues
by Leah Kelly 07 Jan '15

07 Jan '15

Hello, We are wanting to be able to have tickets automatically funneled into a queue depending on which account manager owns the account. Currently, we have a queue ‘Client Services’ and each account manager is a sub-queue of this queue. So it looks like ‘Client Services: Cheri’, for example. We have individual email accounts for all the account managers currently, but are wanting to just use one email address ‘support(a)xxx.xn--com-to0a, and if the client account writing in belongs to Cheri, it would automatically go into her queue. What is the best way to accomplish this?

2 1

Link list position changed after 3.3 upgrade
by Ml Ml 02 Jan '15

02 Jan '15

Hello List, after Upgrading to OTRS 3.3 the link (links to other related tickets) are are the bottom. How do i get them back up to the top near the notes section? Thanks, Mario

3 4

answer template problem after upgrade
by Mikael Kermorgant 18 Dec '14

18 Dec '14

Hello, I've just migrated otrs from 3.3.1 to 4.0.3 and after fixing an encoding issue in zzzauto.pm file, I got back the possibility to reply in a ticket. But the textarea nos contains the following text : ============= $QData{"Salutation"} $QData{"StdResponse"} $QData{"Signature"} $QData{"OrigFrom"} $Text{"wrote"}: $QData{"Body"} ============== Would you have any idea about why otrs behaves this way ? Best regards, -- Mikael Kermorgant

2 2

Dashboard - Ticket Status Overview
by Steve Clark 08 Dec '14

08 Dec '14

Hi List, We are having an unsual problem. We upgraded our backup OTRS system from 3.1.x -> 3.2.16 -> 3.3.10. On our Dashboard setting menu we have a checkbox for "Ticket Status Overview". We then did a /opt/otrs/bin/backup.pl, copied the backup to our primary system and did an /opt/otrs/bin/restore.pl. We then ran a support assessment on the primary and it said we should use the StaticDB backend for tickets and fulltextsearch. We enabled those options and ran the rebuild index scripts. We then went to the dashboard on the primary and the "Ticket Status Overview" checkbox does not show up in the settings menu. In the backup ZZZAuto.pm I see and entry for: $Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} = { 'Block' => 'ContentLarge', 'CacheTTLLocal' => '0.5', 'Default' => '1', 'Description' => 'Provides an overview of the tickets in a certain state per queue.', 'Group' => '', 'Module' => 'Kernel::Output::HTML::DashboardTicketQueueOverview', 'Permission' => 'rw', 'QueuePermissionGroup' => 'Service Assurance', 'Sort' => 'SortBy=Age;OrderBy=Up', 'States' => { '1' => 'new', '11' => 'Resolved', '16' => 'pending' }, 'Title' => 'Ticket Status Overview' }; egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} = { $Self->{'DashboardBackend'}->{'0220-TicketCreate'} = { $Self->{'DashboardBackend'}->{'0300-IFrame'} = { $Self->{'DashboardBackend'}->{'0400-UserOnline'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { Any idea what caused this. I looked in the ZZZAuto.pm on the primary I don't see the above - in fact there are number of missing DashboardBackend sections missing. egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0220-TicketCreate'} = { $Self->{'DashboardBackend'}->{'0300-IFrame'} = { $Self->{'DashboardBackend'}->{'0400-UserOnline'} = { Any enlightment would be appreciated. -- Stephen Clark *NetWolves Managed Services, LLC.* Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 2

Wide character in subroutine entry at /usr/local/otrs/Kernel/System/DB.pm line 499.
by Guy Helmer 05 Dec '14

05 Dec '14

I’m using OTRS 3.3.7 + perl 5.16 + DBD::Pg 3.4.1 + Postgresql 9.3.5 using IMAPS to retrieve incoming support email. Many inbound emails are dropped instead of being stored in the OTRS system due to the error noted in the subject. The Postgresql databases involved were created using the SQL_ASCII type many years ago under Postgresql 8.x and Perl 5.8.9. Since I’ve upgraded to Postgresql 9.3 and Perl 5.16 on this system, we’ve been encountering this error. I’ve tried setting this in Config.pm: $Self->{'Database::Attribute'} = "{pg_enable_utf8 => 0}”; but that just totally breaks OTRS. Any ideas would be welcome. Guy

1 0

Problem with date/time in dashboard
by Marco Borsani 05 Dec '14

05 Dec '14

Hi all I am testing our OTRS system. This morning I received few escalation mails at 08:00 am, but in the dashboard I read 09:00 am. System time is correct (UTC+1/CET). OTRS config has UTC+1 both in Core::Time and Core::Time::Calendar1 Any idea ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl Via San Vincenzo, 2 16121 Genova Italy Phone +39 010 5701262 Mobile +39 392 9744324 Fax +39 010 591883 Email marco.borsani(a)lsweb.it<mailto:marco.borsani@lsweb.it> Web www.lsweb.it<http://www.lsweb.it/> ; www.hakatech.it<http://www.hakatech.it/> [marchio-LS_piccolo] [logo_hakatech_2]

1 0