January 2015 - 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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Assign Queue Behavior
by Scott R. Morgan 04 Feb '15

04 Feb '15

When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan

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Article Storage Type
by Ml Ml 02 Feb '15

02 Feb '15

Hello, we startet with otrs and Article attachments are stored in the DB until now. Of course the db is growing and growing we have about 10GB of DB and a backup takes ages ... Can i now switch to FS based storage and keep the articles until now in the DB? I have already tried to run the migration script from DB to FS. This fails with a few articles. Can i just skipp those and carry on? So at the end the failed articles will remain in the DB and the rest will be FS? Thanks a lot, mario

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Fwd: OTRS Appliance by pascom.net
by Frederico Lara 30 Jan '15

30 Jan '15

Hello. I have installed as OTRS Appliance. And I intend to upgrade to version 4 of OTRS. However to make these updates at the appliance always a mistake and have to restore the previous version. In our e-mail group of OTRS of users in Brazil, this error and known to all however no one could solve. I wonder if this error is known of you? And if you have any solution?

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Web Services Documentation
by Mellini Giovanni 29 Jan '15

29 Jan '15

Hi list, I ask if someone can point me to a link containing information about WebServices available in OTRS4. I saw in a script that we use to open tickets via cron job that the format url is the following # <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/<WEB_SERVICE_NAME> # or # <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/WebserviceID/<WEB_SERVICE_ID> How I can get the full list of available WS with a detailed description? Tks in advance, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini(a)enav.it<mailto:giovanni.mellini@enav.it> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

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KIX4OTRS-features
by Anna Brakoniecka 29 Jan '15

29 Jan '15

Hi Josu, some KIX4OTRS-features are: * quick tickets (ticket templates) and import/Export of ticket templates, displaying of ticket templates can be limited to relevant agent groups * re-use of article attachments within a ticket while ticket processing (e-mail-answers or notes) * download of all attachments of a ticket as a zip-file * deleting of all or selected attachments from a ticket view * displaying of single Config Items can be limited to relevant agent groups * CMDB search can be provided through ALL CI-classes (individual setting whether the search should be provided within common attributes or all attributes) * saving and loading of CI graph (for example with personal alignment) * search templates drop down in the toolbar includes now all search templates of a service agent (for tickets, CMDB and FAQ) * automatic subscription to search templates from a chosen search template category (individual setting) * new sidebar “contact information” instead of customer information (individual setting: an agent can chose which contacts should be displayed: contact data from the chosen ticket article or linked persons) * new sidebar “Dynamic Fields”, which provides editable information about Dynamic Fields (central configuration of the set of displayed Dynamic Fields needed, personal setting: selection of individually displayed Dynamic Fields from the configured set of DF) * displaying of detail information for owner and responsible (by use of the loop symbol) * complex filter possibilities in the sidebar “linked objects” * the columns in the table “linked objects” can be set individually * the order of tables in the tab “linked objects” can be changed individually via drag & drop * displaying of personal article flags (for example ToDo) in the ticket lists * filter possibilities based on the personal marks / flags as for example ToDo or Important * displaying of the personal article marks / flags in the article details * interactive CI graph for clear overview and quick link of further CIs and for easy navigation within the IT or technical landscape * individually configurable column attributes within inventory lists in the CMDB * individually configurable column attributes in the ticket list area in the dashboard * hierarchical text modules for the clear sorting of single text modules within defined categories * „Save as Draft“ for temporary storage of e-mail answers and notes as draft * search templates pool for easy management of search templates for team leader and agents * use of ticket templates within PostMaster-Filters for pre-classification of automatic e-mails from monitoring systems, etc. or direct assignment of automatic e-mails to check lists * Dynamic Fields (DropDown, List, AutoComplete) based on object-references of the customer-, agent- and company data including automatic link between person and a ticket * extended customer information board for showing the assigned CIs of the customer (user) * extended customer information board for showing detailed customer user view as in the ticket view * mapping of Dynamic Fields with actions directly in the configuration of Dynamic Fields (allows choice of ticket actions directly in the DF configuration, allows setting DF as optional or obligatory) * colour-coded marking of linked tickets due to ticket state * colour-coded marking of tickets in the dashboard lists die to ticket state * new tab for showing pictures / photos of a configuration item (CI) in the CI detailed view * quick link in the CI detailed view and in the change management * recognition and processing of external reference numbers from external systems * copying of customer users and agents in the administration area * quick link for objects with use of autocomplete functionality in the ticket tab "Linked objects" * search templates in the dashboard area and as virtual queues * individual marking of an article as for example ToDo and displaying of the marked articles as dashboard plug-in * dynamic KIX-sidebar * autocomplete function during ticket merging and ticket searching * displaying or masking out of Dynamic Fields in accordance to workflow step due to the set ticket state or ticket type * Switch-Button for quick switching between agent- and customer-frontend (without any additional login) * comparing of CI version within CI detailed view * ticket tab "ticket core data" and "attachments" * assigned CIs while ticket processing and ticket creating * article-related function button "article copy / move / delete" in the ticket view, single functions can be masked out in accordance to the permission conception * article-related function button "edit article" in the ticket view, function can be masked out in accordance to the permission conception * ticket-related button "merge customer tickets" which displays all open tickets of a customer and allows to merge the marked one with each other * ticket-related button "empty mail" in the ticket view for sending an empty mail (independently from the answer templates) * escalation view in the queue view As you can see, there are a lot of new features in KIX4OTRS. Some of them have the same functions as OTRS-AG-AddOns, some of them are included in the OTRS Business Solution. KIX4OTRS features come from projects we make, from community suggestions and our ideas. Next to KIX4OTRS, which is the biggest OTRS module ever, we also deliver further OTRS modules like import-export-extensions or DynamicFieldRemoteDB which enables displaying, updating and storing data from external databases in OTRS for free or ITSM-CI-AttributeCollection: http://www.cape-it.de/en/download/free-additional-otrs-modules.html If you wish to be up to date with the release notes, please subscribe to our newsletter or follow us in social media. Kind regards, Anna ** Maintenance: Integration, flexibility, security, functionality for OTRS ** ** http://www.cape-it.de/en/products/otrs-maintained-modules.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:Mi 21.01.2015 12:56 Betreff:otrs Digest, Vol 76, Issue 17 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org Message: 1 Date: Tue, 20 Jan 2015 15:18:18 +0100 From: Josu Lazkano <jlazkano(a)grupok35.com> Subject: Re: [otrs] KIX4OTRS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAD=us4kBWfZvaDscaOjtqOavJvkbXo=Goavvv7BBaX5YU_YB2A(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Thanks Anna, I will wait for it. Could you explain which features has KIX4OTRS? I need to migrate a OTRS server with ITSM and KIX modules. But I don't know why we use KIX in the OTRS. Regards. 2015-01-16 11:02 GMT+01:00 Anna Brakoniecka <anna.brakoniecka(a)cape-it.de>: > Hello Josu, > > > > KIX4OTRS 7 for OTRS 4 is planned to be released in March 2015. We have > always a short delay to OTRS versions, because we > > 1) wait until the new version is really stable (including sending > suggestions for bugfixes) > > 2) need time for porting and test, KIX4OTRS includes a lot of additional > functions, so it takes a little time to deliver a proper module. > > > > You can deinstall KIX4OTRS anytime you wish, however, you'll delete all > KIX-tables with it and you lose your KIX-configuration and all KIX-functions > (as text modules, ticket templates, CI graph, CI comparing, etc.). If you > however create a new folder in your OTRs system and shift KIX4OTRS there, > you can upgrade your OTRS system at OTRS 4 and work without KIX4OTRS at > first, and you can update KIX4OTRS later. You won't lose your > KIX-configuration then. > > > > List of the crucial KIX4OTRS functions can be found online: > http://www.cape-it.de/en/products/service-management-system-kix4otrs-eng/fu… > > > > > > Kind regards, > > Anna Brakoniecka > > > > > > ** Support / Update-Service / Maintenance ** > > ** http://www.cape-it.de/support ** > > > Anna Brakoniecka > c.a.p.e. IT GmbH - ...cape it easy > > Sch?nherrstr. 8, D-09113 Chemnitz > > http://www.cape-it.de/ > Tel: +49 371 27095 620 > Fax: +49 371 27095 625 > AG Chemnitz - HRB 23192 > Gesch?ftsf?hrer Rico Barth, Thomas Maier > >

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Problem with scheduled GenerateStats call
by Jan.Dreyer＠bertelsmann.de 21 Jan '15

21 Jan '15

Hi, A stat that creates a ticketlist is called regularly by cron. There are no errors when calling it on command line with bin/otrs.GenerateStats.pl -n 10076 -m "my message“ -r recipient(a)domain.de When called by cron though I’m getting this error: — ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::Date2SystemTime (OTRS 3.3.8) Line: 361 Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 215 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 314 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 Use of uninitialized value $TimeEnd in subtraction (-) at /opt/otrs-3.3.8/Kernel/System/User.pm line 329. Use of uninitialized value $TimeEnd in numeric gt (>) at /opt/otrs-3.3.8/Kernel/System/User.pm line 332. creating data at bin/otrs.GenerateStats.pl line 372. NOTICE: Email sent to recipient(a)domain.de — Anyone here with an idea what’s going wrong? I have no clue where to look, though I’m somewhat experienced in Perl and of course OTRS. Jan Dreyer

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Re: [otrs] KIX4OTRS
by Anna Brakoniecka 20 Jan '15

20 Jan '15

Hello Josu, KIX4OTRS 7 for OTRS 4 is planned to be released in March 2015. We have always a short delay to OTRS versions, because we 1) wait until the new version is really stable (including sending suggestions for bugfixes) 2) need time for porting and test, KIX4OTRS includes a lot of additional functions, so it takes a little time to deliver a proper module. You can deinstall KIX4OTRS anytime you wish, however, you'll delete all KIX-tables with it and you lose your KIX-configuration and all KIX-functions (as text modules, ticket templates, CI graph, CI comparing, etc.). If you however create a new folder in your OTRs system and shift KIX4OTRS there, you can upgrade your OTRS system at OTRS 4 and work without KIX4OTRS at first, and you can update KIX4OTRS later. You won't lose your KIX-configuration then. List of the crucial KIX4OTRS functions can be found online: http://www.cape-it.de/en/products/service-management-system-kix4otrs-eng/fu… Kind regards, Anna Brakoniecka ** Support / Update-Service / Maintenance ** ** http://www.cape-it.de/support ** 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:Do 15.01.2015 11:05 Betreff:otrs Digest, Vol 76, Issue 15 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. KIX4OTRS (Josu Lazkano) 2. Re: KIX4OTRS (L?ffler Thomas J.) 3. Problem with scheduled GenerateStats call (Jan.Dreyer(a)bertelsmann.de) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Jan 2015 10:25:33 +0100 From: Josu Lazkano <jlazkano(a)grupok35.com> Subject: [otrs] KIX4OTRS To: otrs(a)otrs.org Message-ID: <CAD=us4n25xP6=50kNE2wuNG8QATb9PRO3jJfvptioSL7=yBCRA(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano ------------------------------ Message: 2 Date: Thu, 15 Jan 2015 09:36:44 +0000 From: L?ffler Thomas J. <tjl(a)erdw.ethz.ch> Subject: Re: [otrs] KIX4OTRS To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <ACC110358E04E840BA49CF0EE24CD5F026F0DAB4(a)MBX114.d.ethz.ch> Content-Type: text/plain; charset="iso-8859-1" Hi Josu, Have a look here http://www.cape-it.de/en/service-management-system-kix4otrs-eng.html. Regards -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Josu Lazkano Sent: Donnerstag, 15. Januar 2015 10:26 To: otrs(a)otrs.org Subject: [otrs] KIX4OTRS Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano --------------------------------------------------------------------- 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 ------------------------------ Message: 3 Date: Thu, 15 Jan 2015 10:02:56 +0000 From: <Jan.Dreyer(a)bertelsmann.de> Subject: [otrs] Problem with scheduled GenerateStats call To: <otrs(a)otrs.org> Message-ID: <76193651-5E60-4A0A-95F3-11B15C72E36D(a)bertelsmann.de> Content-Type: text/plain; charset="utf-8" Hi, A stat that creates a ticketlist is called regularly by cron. There are no errors when calling it on command line with bin/otrs.GenerateStats.pl -n 10076 -m "my message? -r recipient(a)domain.de When called by cron though I?m getting this error: ? ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::Date2SystemTime (OTRS 3.3.8) Line: 361 Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 215 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 314 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 Use of uninitialized value $TimeEnd in subtraction (-) at /opt/otrs-3.3.8/Kernel/System/User.pm line 329. Use of uninitialized value $TimeEnd in numeric gt (>) at /opt/otrs-3.3.8/Kernel/System/User.pm line 332. creating data at bin/otrs.GenerateStats.pl line 372. NOTICE: Email sent to recipient(a)domain.de ? Anyone here with an idea what?s going wrong? I have no clue where to look, though I?m somewhat experienced in Perl and of course OTRS. Jan Dreyer -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150115/a5bb0d49/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 76, Issue 15 ************************************

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