October 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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outgoing mails not RfC-conform?!
by Jan.Dreyer＠bertelsmann.de 02 Nov '15

02 Nov '15

Hi. one of our machines has a problem with outgoing mails getting blocked by our mail gateway. The local MTA logs the error as follows (I mystified host and mail addresses): — 2015-10-26 11:11:22 1ZpBkJ-0002B9-FL SMTP timeout while connected to our.mailgateway.local [10.255.252.92] after sending data block (16378 bytes written): Connection timed out 2015-10-26 11:11:22 1ZpBkJ-0002B9-FL == rcvr(a)domain.cxm<mailto:rcvr@domain.cxm> <rcvr(a)domain.cxm<mailto:rcvr@domain.cxm>> R=smarthost T=remote_smtp_smarthost defer (110): Connection timed out: SMTP timeout while connected to our.mailgateway.local [10.255.252.92] after sending data block (16378 bytes written) — Logging on the gateway shows more detail: — Sep 18 10:32:07 nefw1 %ASA-4-108004: ESMTP Classification: Dropped connection for ESMTP Request from ProvDMZ:10.255.250.13/56134 to coresw_3_4:10.255.252.92/25; matched Class 4: header line length gt 998 — A quick view on the message headers showed that indeed all of them have a „References“ line with more than 1100 characters, which is, according to RFC 822<http://www.faqs.org/rfcs/rfc822.html> way too much: — There are two limits that this specification places on the number of characters in a line. Each line of characters MUST be no more than 998 characters, and SHOULD be no more than 78 characters, excluding the CRLF. — So my question is: * Is this a bug that only affects version 3.1.3 (and smaller)? * If not: How does OTRS create these lines? Is it a default Perl module that handles the mail header lines? Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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Ticket Zoom - Add column to Article Overview
by Steve Kerns 31 Oct '15

31 Oct '15

Hi. This is my first post here. We are running OTRS version 4.x. I would like to know if there is a way to add a column to the Article Overview table when viewing a ticket in ticket zoom. The Article Overview has column fields such as: NO. TYPE FROM SUBJECT CREATED I would like to add a column for Time which shows the accounted time on a per article basis. I found where I can see this in the article zoom by editing: Frontend::Agent::Ticket::ViewZoom Ticket::ZoomTimeDisplay = Yes And this shows the time on an individual article but I'd like to see it in the grid content above where the list of articles are. Any ideas? Thanks. -- Steve Kerns

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Force uninstall of OTRSApplianceManagement package?
by Lance Cotton 30 Oct '15

30 Oct '15

I had begun with OTRS4 Appliance, but it seemed to have been abandoned. So I manually installed updates from Source. I have now upgraded to OTRS 5.0.1 and the OTRSApplianceManagement package complains that it's not for Framework 5. However, there is no updated package for framework 5 and I cannot uninstall it. Is there a way to manually uninstall (I did try the --force option on otrs.Console.pl Admin::Package::Uninstall ... ) -Lance Cotton

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problems attaching files after upgrade to 5
by Marco Cintolesi - Sysmic srl 30 Oct '15

30 Oct '15

Hi, today we upgraded our installation to 5, everything goes smooth but now we can't attach files (not in notes or replies) the error we see when we try to upload the file is: [error] Apache2::RequestIO::read: (104) Connection reset by peer at /opt/otrs/Kernel/cpan-lib/CGI.pm line 1108 we noted also that with very small uploads (a few Kbytes) it works before upgrade (version 4) we never had any problem with attachments. Please help ! Thanks Marco

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Re: [otrs] problems attaching files after upgrade to 5
by Daniel Litzbach 30 Oct '15

30 Oct '15

Hi there, OTRS 5 is still in BETA. My recommendation is to not use it in a productive environment. Can you find anything in the logs? You might also try another client or capture with wireshark. If nothing helps you maybe should consider downgrading. Von meinem Samsung Galaxy Smartphone gesendet. -------- Ursprüngliche Nachricht -------- Von: Marco Cintolesi - Sysmic srl <marco.cintolesi(a)sysmic.it> Datum: 29.10.2015 23:27 (GMT+01:00) An: otrs(a)otrs.org Betreff: [otrs] problems attaching files after upgrade to 5 Hi, today we upgraded our installation to 5, everything goes smooth but now we can't attach files (not in notes or replies) the error we see when we try to upload the file is: [error] Apache2::RequestIO::read: (104) Connection reset by peer at /opt/otrs/Kernel/cpan-lib/CGI.pm line 1108 we noted also that with very small uploads (a few Kbytes) it works before upgrade (version 4) we never had any problem with attachments. Please help ! Thanks Marco --------------------------------------------------------------------- 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

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email permissions
by Robert Recchia 28 Oct '15

28 Oct '15

We have 3 queues in OTRS and each queue is set with its own System Address. so for example product #1 queue all emails back and forth are sent by product1(a)company.com product #2 queue all emails back and forth are sent by product2(a)company.com We want to use otrs with Microsoft Exchange and in the Admin section under The Framework:Core:Sendmail we had the exchange settings and the AuthUser and Password which works. For the Exchange AuthUser and Password I use the SMTP exchange credentials for product1(a)company.com Problem is when someone uses product2(a)company.com to respond to users opening tickets in queue 2 they cant we are getting the error Can't use from 'product1(a)company.com' : 5505.7.1 Client does not have permissions to send as this sender i guess that basically means we cant use product1(a)company.com to respond to a queue product2 that has a system address of product2. Does that make sense to everyone. And is there a easy way around this. I do not think creating a generic ms exchange account that is just used for exchange authentication would help or am I wrong. Robert Recchia

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POP3S Authentication with Apple OpenDirectory
by Soragan Ong 27 Oct '15

27 Oct '15

Hi All, We have a mail server running on latest OS X. It does not accept plain text authentication. I have been trying to configure POP3S on OTRS 4 & 5 without success. The OS X Server keep receiving PLAIN method request from OTRS. Perl module Net::POP3S and DIGEST::MD5 are installed. The server is running CentOS7. Below is the error message returned by OTRS. Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Tue Oct 27 12:49:09 2015 Message: POP3S: Auth for user xxxxuser/xxxxxxhost failed! RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=xxxrandomtokenxxxx; Traceback (2170): Module: Kernel::System::MailAccount::POP3::Fetch Line: 144 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Is there any extra configuration that i need to do other than choosing POP3S in the dropdown list when adding POP account? Best Regards Soragan

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