August 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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OTRS Appliance Postgresql credentials
by Mikola Rose 09 Sep '14

09 Sep '14

Hi list members. What is the default user name and password for postgres on the appliance installation? Mik

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Help - how to create multiple knowledge bases (FAQ)
by Brian van Veen 29 Aug '14

29 Aug '14

Hello List! I need help on the following: We want to create multiple knowledge bases, but don`t know how. As an example I want to use FAQ1 for queues A till M and FAQ2 for queues N till Z. Can this be done? If so, please explain. Thanks in advance! Best Regards, Brian van Veen E-mail: bve(a)nakamobile.com Mobile: +44 7937 950 860 Office: +41 81 511 5700

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OTRS on CentOS 7.0
by David Hess 29 Aug '14

29 Aug '14

Is anyone running OTRS on CentOS 7.0? I am currently running OTRS 3.2.16 on CentOS 5 and am looking to upgrade. I would like to jump straight to CentOS 7.0 if possible. I have seen some blog posts talking about using plack to run OTRS since there is no mod_perl available.(see https://www.huntingbears.nl/2013/12/17/no-mod_perl-in-rhel-7-and-centos-7/) And i have also seen that their are some plack pieces in the respository (see https://github.com/OTRS/otrs/blob/master/bin/cgi-bin/app.psgi) but i wonder if this is a worthwhile path to go down. Is anyone else running OTRS with Plack? Would you advise for or against this. Regards, David

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Report on time per project (dynamic field)
by Will Sheldon 29 Aug '14

29 Aug '14

Hello all :) We have a dynamic field added to track project number (if this is the wrong way to add project accounting I’d be happy to know the correct way). We also have time units enabled and made mandatory (Frontend::Agent; Ticket::Frontend::AccountTime - Yes; Ticket::Frontend::NeedAccountedTime - Yes) I’m trying to produce a report covering the last week showing time per project (totals) and time per project broken down by ticket, listing clientID, ticket#, subject and project. Firstly, I have no idea how to do this :( I’ve had a play around with the stats generator to no avail. I’m not even sure if I should be using TimeAccounting or TicketAccountedTime.. Secondly, I’m not sure how to display just time for the last 7 days (some tickets remain open for several weeks and can accrue upwards of 30-40 hours work) If anyone has done this I’d love to have a chat. If anyone can provide support in getting this setup I’d be happy to pay for a little training… Will Sheldon IT Manager Office: 604 568 0313 x114 Fax: 604 568 0314 Cell: 778 689 1244 Skype: will.sheldon #300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com Click here to unsubscribe from further Appnovation communications.

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Help: columns in dashboard corrupted
by Sander Goudswaard 22 Aug '14

22 Aug '14

All, I updated OTRS 3.3.7 to 3.3.8 and now my dashboard columns are corrupted. - The title column shows the age in the new tickets widget - in another widget the title column shows the customer name, and the owner column shows the ticket number I tried deleting the caches, generating new cache, reset permissions, rebuild config, change theme, delete my browser caches, nothing helps! Hope you can help me. Regards Sander

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Lots of email from otrs
by Farooq Hussain 21 Aug '14

21 Aug '14

Dear OTRS, Please help me. Whenever ticket is created or updated I receive thousand of email from OTRS Notification Master and My email get stuck please help me to resolve this issue. -- Thanks Farooq Hussain

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[help]Associate Service to Queue when creating ticket in both Customer and agent portal.
by Jean-Pierre Zurbrügg 20 Aug '14

20 Aug '14

Hello everyone, Running OTRS 3.3.8 I am trying to filter Services based on the selected queue in both the customer New Ticket creation window and the Agent Phoneticket, emailticket creation window. I have searched through the mailing list and came up with this post but it seems as it never got resolved. The link posted is also dead (404 not found). Thus far my ACL is correctly filtering out the services I do not want in the customer portal only. I have used both the Config.pm methods and the Agent portal ACL Management module. Here is my current ACL that works on the customer portal (ACL Management GUI module export): ConfigChange: Possible: Ticket: Service: - '[regexp]<Parent Service Name>.*' ConfigMatch: Properties: Ticket: Queue: - <Queue Name> Config.pm example: $Self->{TicketAcl}->{'ACL-Name-20'} = { # Match properties Properties => { Queue => { Name => ['<Queue Name'], }, }, Possible => { Ticket => { Service => { Type => '<parent Service Name>', }, }, }, I am currently using a test customer user that has all services enabled. I have also tried using 'PosibleNot' but I can't get the Agent Portal to only show the services associated with the selected Queue. Any push to the right direction would be greatly appreciated. Thanks in advance for any tips given, Jean-Pierre Z.

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