May 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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SSO
by Kristofer Pettijohn 09 Jun '14

09 Jun '14

Hello, We have a central portal that users are logged into. I currently have the portal pulling a list of the users recent OTRS tickets and a link which directs them into OTRS. However, they have to log into OTRS using their username and password. Is there an API function where I can obtain a token of some sort for a specific username and add the token to a URL which will allow me to redirect the user into OTRS while allowing them to bypass the login prompt? Thanks, Kris

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Bulk Action - Send Email - keep original subject
by NetSaint 02 Jun '14

02 Jun '14

Hello, I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address. Recently, I got over 500 tickets over the weekend into my queue, which is unusual. Some copyright company decided to notify for each mp3 song a user downloaded. So, these 500 tickets belong to just 5 users. My responsibility is to forward those notifications to the end use. I upgraded to 3.3.7 yesterday and wanted to do the following. Search for tickets so I find all tickets belonging to a single user, then use the bulk action to send a generic reply back to the copyright company to let them know we got the notification and will try to forward the notice. Then use the bulk action again to forward the tickets to the end user and close the tickets. All of this seems to be working in 3.3.7 My only problem is that in the pop up window (below) of the Ticket Bulk Action where I click on Send Email, it is asking for a subject. I like the subject to be the original subject with a RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this doesn’t seem to work. If I leave it blank it complains about it being blank. I can’t send 100 emails to a customer all with the same subject, I need to original subject to stay in place….does anybody knows if this is possible? Here a screenshot of the subject field -> https://dl.dropboxusercontent.com/u/21330287/otrs.png Thanks, - Swen

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how we disable username field in customer_user form
by piyush mishra 29 May '14

29 May '14

hiii how we disable username field(db field is login) in customer_user form in otrs system. when i disable it file /otrs/Kernel/Config/Default.pm then submit the customer_user form without fill username field.not created customer user,and shown needed login! plz anybody help me. Thanks Piyush Mishra

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disable field in otrs
by piyush mishra 29 May '14

29 May '14

Dear All how we disable username field(db field is login) in customer_user form in otrs system. when i disable it file /otrs/Kernel/Config/Default.pm then submit the customer_user form without fill username field.customer user is not created ,and shown" Needed Userlogin!" plz anybody help me. Thanks Piyush Mishra

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howto add pending time to App::OTRS::CreateTicket by m.beijen
by Rene Stoutjesdijk 29 May '14

29 May '14

Good day, i would like to add a pendingtime when we do a close of the ticket. We're currently making use of the App::OTRS::CreateTicket module provided by Micheil Beijen. We want to set the state to 'pending auto close+' but then we also have to add the pending time. This isn't the difficult part, but after that we also have to set the pending time, and this i can't figure out how to do that (i'm not an xml or programming expert). Is somebody having an example on how to do this? wkr rene

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Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Erik van Ast 28 May '14

28 May '14

Hi all, When trying to log in as a customer, I get the error “Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.”. Authentication works good, but apparently the information from Active Directory does not synchronize to OTRS… When I use a wrong password I get the error “Login failed! Your user name or password was entered incorrectly”, so authenticating works good… As soon as I get the error mentioned earlier, I see the following error in the otrs.log “[Error][Kernel::System::CustomerUser::SetPreferences][587] No such user 'HaraldW'. Agents have no problem logging in, so I think I won’t have to think about that part, but the customer authentication part of my config.pm looks like this (I have replaced parts with xxx for security reasons) : # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = 'xxx.xxx.xxx.xxx'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'dc=xxx,dc=xxx'; $Self->{'Customer::AuthModule::LDAP::UID3'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN3'} = 'CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::AccessAttr3'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr3'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'XXXXXXX'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params3'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LATER TOEGEVOEGD, SYNC: # Example 4.8. Configuring an LDAP customer backend # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser2} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.xxx.xxx', # ldap base dn BaseDN => 'dc=xxx,dc=xxx', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=XXXXXX,OU=IT Department,OU=XXX,DC=xxx,DC=xxx', UserPw => 'XXXXXXX', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf='CN=OTRS_Users,OU=XXX,DC=xxx,DC=xxx)', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'company', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences # AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Can someone please help me with this? I’ve been searching on the web for quite some time now, and I can’t figure it out… All our users have the same company name so everyone can see each other’s tickets, that’s why we use “company” as CustomerID instead of sAMAccountName… OTRS is installed on a Windows 2012 server, the database is SQL 2008 Express and the OTRS version we use is 3.3.7 Kind regards, Erik Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ [http://eu.suzohapp.com/img/logo/mail_suzo_small.gif] Erik van Ast SUZO-HAPP GROUP | Systems Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl NL

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Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.
by Gerald Young 28 May '14

28 May '14

http://stackoverflow.com/questions/1032351/how-to-write-ldap-query-to-test-… Don't forget to enclose all your filter. (&(criteria1)(criteria2))

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