April 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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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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Re: [otrs] otrs speed consideration
by Mark Dissington 14 May '14

14 May '14

>>> On 30/03/2014 at 16:53, Mimiko <vbvbrj(a)gmail.com> wrote: > Hello. > > Finally I managed to install and set-up a working OTRS v.3.3.6 to work > without any memory leaks. It's working now stable. But the speed is very > poor. For a customer to view any ticket, it must wait more than 10 sec. > This is very much time. I verified that perl and modperl are used. DB is > on separate host with good performance in mysql. > > Monitoring with top, htop and iotop does not show very much CPU or HDD > utilization. There is 4 cores and it seems that otrs uses only one core. > Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. > > Where to dig to improve performance? > Thanks Are you using virtualisation, specifically hyper-v with linux based hosts running MySQL, and if so, what chips do your NICs run? If they're Broadcom and all of the above boxes are ticked turn off VMQ on the chips. There is a bug in the Broadcom drivers that causes some major slowdowns. Have a look at these. http://datacenter-flo.de/?p=1469 http://social.technet.microsoft.com/Forums/windowsserver/en-US/b7e50892-2ff… http://en.community.dell.com/techcenter/virtualization/f/4472/t/19484292.as… http://technet.microsoft.com/en-us/library/gg162696%28v=ws.10%29 http://fundamentallygeek.blogspot.co.uk/2012/11/slow-network-access-within-… http://www.larmib.com/2013/hyper-v-virtual-machine-very-slow-network-vmq-br… http://blog.osmicro.org/hyper-v-virtual-machine-very-slow-network-vmq/ BR, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: Units E & F, Stowe Court, Stowe Street, Lichfield, Staffordshire, UK, WS13 6AQ VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

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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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Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 02 May '14

02 May '14

Not sure why David's question is running into my thread - it does not fit, unrelated. Please fix. How about I ask the question this way: If I am indeed set up this way (each mailbox is fetched independently AND each independent mailbox is set to always go to a certain queue), why didn’t the ticket get created in all of the queues to which it was sent?

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Sent no 'auto reply' for Ticket
by Amit Bondwal 01 May '14

01 May '14

Hello, I set up otrs on debian wheezy and it was working fine. After sometime auto response mails stop working. When I check the system logs it gives the log Sent no 'auto reply' for Ticket I searched for this a lot, And found that x-loop header should not be mention in mail filter for queue. I don't have x-loop header in mail filter queue. I also found that this is not a error of otrs your mailing list is blocking of mail filter queue with x-loop header. I don't have any x-loop header in mail filter queue. If this is not the problem in otrs then how it was working before and stop working after sometime. I am able to sent email notification manually editing responses. Regards Amit Bondwal

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Company Tickets
by André Cavalcante 29 Apr '14

29 Apr '14

Hi there, I wonder why Company Tickets is not working. The customers in my system should have access to all tickets opened buy their department colleagues via the customer panel. When they select Customer Tickets at Customer Panel nothing happens. Thanks in advance for your time and you help. -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 29 Apr '14

29 Apr '14

Thanks, that’s good news for us, as this is how we are set up. How do I enable this?

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