June 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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Multiple master survey
by André Cavalcante 30 Jun '14

30 Jun '14

Is it possible to have multiple master surveys? Problem: I have created one survey for each queue, but only one of them can be master. Thus, the others are valid, and don't send the survey message. Each queue belongs to a team. That's why I need different surveys for different queues. Any tips? Thanks, -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL*

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Re: [otrs] otrs Digest, Vol 69, Issue 25 - How to setup ITIL Helpdesk in otrs 3.3.7
by Anna Brakoniecka 30 Jun '14

30 Jun '14

RE: 1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M) Hi Chandrasekar, It depends on what kind of process do you have or plan to implement into OTRS (incident? problem?), whether you have parallel / simultaneous tasks, additional events, dependencies and the complexity of your process(es). OTRS offers different approaches for different kind of workflows and ITIL-related management areas (including extra change management module, area for services, entire & flexible CMDB) and a couple of integrational solutions for realisation of f.e. release & deployment management or knowledge management (with community module FAQ or integration with other knowledge bases). We've developed a couple of completely pre-configured state-workflows directly from the project experiences after installing workflows in ITIL-conform environments. Our customers customize approx. 20% of the pre-configuration to adapt their particular requirements. So, it's a good base to start with. http://www.cape-it.de/en/products/otrs-maintained-modules/itsm-standard-wor… But it's just one of many possible approaches. So, there is no simpley Y/N answer here, you have to define your requirements in a more detailed way. Kind regards, Anna ** Did you know it? Direct support chat between customers and agents in OTRS ** ** http://www.cape-it.de/en/products/otrs-maintained-modules/chat4kix.html ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Sa 28.06.2014 13:56 Betreff:otrs Digest, Vol 69, Issue 25 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M) 2. Re: Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (David Boyes) 3. Customer Updates and reply-all (Amit Khare) ---------------------------------------------------------------------- Message: 1 Date: Fri, 27 Jun 2014 14:10:14 -0400 (EDT) From: "chandrasekar.M" <chandrasekar(a)solartis.net> Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 To: otrs(a)otrs.org Message-ID: <1403892614.763915646(a)apps.rackspace.com> Content-Type: text/plain; charset="utf-8" Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/a571c4ba/attachme…> ------------------------------ Message: 2 Date: Fri, 27 Jun 2014 18:33:26 +0000 From: David Boyes <dboyes(a)sinenomine.net> Subject: Re: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <2748AD71D96C2B42B7E5176021026FC308279950(a)ORD2MBX03A.mex05.mlsrvr.com> Content-Type: text/plain; charset="utf-8" ITIL is a set of guidelines, not a destination, and it?s as much a business process evolution as it is a technical implementation. Have you planned what the business should look like at the end of the transition? If you haven?t done that, then starting to configure the tool is wasted effort because you don?t know how you want it to work and you?ll need to redo a lot of things. Start with the business design, and then worry about the tool. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of chandrasekar.M Sent: Friday, June 27, 2014 2:10 PM To: otrs(a)otrs.org Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/a9eb8eee/attachme…> ------------------------------ Message: 3 Date: Fri, 27 Jun 2014 19:27:13 +0000 From: Amit Khare <Amit.Khare(a)canarie.ca> Subject: [otrs] Customer Updates and reply-all To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <CFD33DAC.BACD%amit.khare(a)canarie.ca> Content-Type: text/plain; charset="us-ascii" Hi All, When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks, Amit -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/704c4d64/attachme…> ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 69, Issue 25 ************************************

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Can not send "Notification Mail"
by liziyi2006 28 Jun '14

28 Jun '14

Good Afternoon,everyone! My OTRS is 3.3.7，I have configured : Core::Admin Email Core::Sendmail Core::NotificationSenderEmail System EmailAddress all above is the same mail_address. Now I can received the mail when customer and agent forgot the password. But I can not received the mail when customer or agent create new ticket,and otrs.log display: [Fri Jun 27 13:33:02 2014][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: XXX(a)customer_company.com Authentication ok (REMOTE_ADDR: 192.168.1.120).[Fri Jun 27 13:34:07 2014][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2014062705000047/notification ma] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new)[Fri Jun 27 13:34:08 2014][Error][Kernel::System::Email::SMTP::Send][122] Can't use from '': 501Username and sender address mismatched! Enable Net::SMTP debug for more info![Fri Jun 27 13:34:08 2014][Info][Kernel::System::Email::Send] Error sending message[Fri Jun 27 13:34:08 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to servicedesk(a)mycompany.com'.

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Customer Updates and reply-all
by Amit Khare 27 Jun '14

27 Jun '14

Hi All, When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks, Amit

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Reg : How to setup ITIL Helpdesk in otrs 3.3.7
by chandrasekar.M 27 Jun '14

27 Jun '14

Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M

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Import/Export Wrong with charset
by liziyi2006 26 Jun '14

26 Jun '14

I made a Export of computer with UTF-8 because we use chinese,and output format is csv.But Output file is garbled and can not be import,syslog display "No valid charset found for the template id 1".My Import/Export package is 3.3.7

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Queue and Permission
by liziyi2006 26 Jun '14

26 Jun '14

Good evening ,everyone! I have a new problem. When I configured queue-group-role，I found that agent can move the ticket into any queue ,but they can not see all of the queues from dropdown "to queue" in "new phone ticket". I check the role-group,agent have RO and MOVE INTO right .I am puzzled,can not see but can move into .....why? My otrs itsm version is 3.3.7

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