July 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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dynamic field for problem resolution
by Justin Cole 19 Aug '14

19 Aug '14

I would like to enter several dynamic fields to use as problem resolution categories on ticket close. Generally, when closing a ticket, we actually reply to it with an email instead of actually using the “close” interface. This leaves me with a question of where I should add the dynamic fields in Frontend::Agent::Ticket::. Can someone point me in the right direction? Thanks! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

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OTRS process management for public interface
by Ohliger, Christoph 19 Aug '14

19 Aug '14

Hi, does anyone knows a way to provide OTRS processes within the public interface ? We want to integrate some processes without any authentication ... regards Christoph

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N-level relationship ?
by Marwan Rabbâa 30 Jul '14

30 Jul '14

Hi, I'm using OTRS 3.1.21 on a debian 7. I've noticed that I can link ticket with others as parent/child relation. However I wonder know if I can do this : - my parent - has a child - but also a grand child - and an other little child - .... Thanks,

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Find first response time and resolution time from table
by Darshak Modi(darshak.modi) 29 Jul '14

29 Jul '14

Hi Group, Can you please tell which table should be used ?Need to find two values from tables 1. First Response time 2. Resolution time as per SLA mins. Also, the resolution time should be as per SLA. Regards, Darshak

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Problem in creating event notification
by Jain, Saurabh 29 Jul '14

29 Jul '14

> Hi, > > Currently our OTRS setup is generating tickets based on incoming > emails. We want to add a notification to a particular email id e.g. > group(a)abc.com in case email contains a particular text e.g. "device: > abc". > > To solve this, we configured a postmaster filter to read the email > body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want > to create a event notification for new tickets and use this > X-OTRS-header in ticket filters but don't see any option like that. > Is this the right approach? If yes, how to create a event notification > on 'X-OTRS-CustomerNo'? > Regards, > Saurabh >

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Generic Interface with Python
by Kristofer Pettijohn 28 Jul '14

28 Jul '14

I am attempting to use Python and SOAPpy as a requestor to the Generic Interface. However, I am having issues. This is the complete Python code for my test: http://pastebin.com/jD7jD5yv This is the SOAP request that it is sending out: http://pastebin.com/gUKc8np4 OTRS system log is reporting that it "Got no OperationType!" I am stuck and can't seem to find what I am missing. Can someone point me in the right direction? Thanks, Kris

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Crash of RPC calls ?
by Marwan Rabbâa 25 Jul '14

25 Jul '14

Hi, I am running OTRS 3.1.21 on a debian 7. I use RPC calls to contact my OTRS and retrieve my tickets. With my PHP I made a search ******************************************************** $client = new SoapClient(null, array('location' => "${url}/otrs/rpc.pl", 'uri' => "Core", 'trace' => 1, 'login' => 'XXXXXXXXXXX', 'password' => 'XXXXXXXXXXX', 'style' => SOAP_RPC, 'use' => SOAP_ENCODED, )); $data = $client->__soapCall("Dispatch", array($username, $password, "CustomerUserObject", "CustomerSearch", "Search", "*", )); ******************************************************** Sometimes (it is not regular) I have a PHP soap fault. ******************************************************** Can't use string ("Core") as a HASH ref while "strict refs" ******************************************************** and no information in logs. Has anybody meet this problem ? Regards,

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