February 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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How to split a ticket
by claude 02 Mar '15

02 Mar '15

Hi, A customer send one message with the same email address and same subject than an 3 years old ticket. My config : PostmasterFollowUpSearchInBody : Yes PostmasterFollowUpSearchInReferences : Yes This new message was considered like a follow up. But in this case it's wrong. So, can I split this ticket ? and how ? Thanks and regards Claude

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Services linked to Customer DB
by Luis Daniel Lucio Quiroz 28 Feb '15

28 Feb '15

Hi @ll! Currently I am setting up my own OTRS. And I have next scenario: - Many websites, each website has its own DB. Each Website represents a service. I have set up multiple Customer DB and users are able to log without problem. But I'd like that when user@website1 logs, he/she will see the service available automatically. When user@website2, he/she will see the other service. Is this possible? How? I have been reading perl code and manuals but I couldn't realize how. Regards Luis Daniel Lucio Quiroz CISSP, CISM, CISA Linux, VoIP and much more fun www.okay.com.mx Need LCR? Check out LCR for FusionPBX with FreeSWITCH Need Billing? Check out Billing for FusionPBX with FreeSWITCH

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Otrs Slow Response/lockup
by Ritchie, Dennis 26 Feb '15

26 Feb '15

Approximately every 2 days, I have to restart Apache and OTRS on my Centos 6.6, Mysql 5.6.16, Perl 5.10.1, and OTRS 4.03 System: This is due to the following: When I open up a browser window to log into the OTRS Application, I get a white screen, if I am already logged in and try to change screens, I get the spinning wheel of death. Restarting Apache gives me a login screen. I see in the Apache Access logs the following: "GET / HTTP/1.1" 302 26 "-" "Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/40.0.2214.28 Safari/537.36" And nothing in the error log at all. I am seeing this approx. the same time as when I have a system slowdown (I have the performance log turned on): Interface: Agent, Module: AgentTicketClose;TicketID=6208, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&AJAXUpdate, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&SendEmail, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:35 1 926s 926s 926s I am seeing this kind of response time in many different areas: Interface: Agent, Module: AgentSearch&AJAX, Interface: Agent, Module: AgentTicketAttachment;ArticleID Interface: Agent, Module: AgentTicketZoom;TicketID= Showing that the system is seeing a 15 1/2 minute time to do a job (if I am reading this correctly). Other than all of the interface(s) being the Agent, Module something, there is nothing else common between all of the slowdowns. Does anyone have any thoughts on where to look? Thank You Dennis Ritchie IT dritchie(a)mtcperformance.com<mailto:dritchie@mtcperformance.com> 847.485.3608 Direct | 847.303.0022 Main | 847.303.0397 Fax MTC Performance 1827 Walden Office Square, Suite 200 Schaumburg, IL 60173 MTCPerformance | spiffs․com

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Problem with Auto Response Subject line
by Scott R. Morgan 26 Feb '15

26 Feb '15

It appears something got changed with the auto response subject line settings on our system. Here is what we have in the Auto Response Subject Line setup: [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> And here is what I am getting back as a customer when I send an email to helpdesk: Actual email subject line: test Auto Response email Subject line received by customer: [MFAH Helpdesk:1001748] [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> I haven't made any changes recently and this WAS working. Do I need to escape any of the text brackets I have defined as part of the response setup subject line? Thank you! Scott R. Morgan

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Re: [otrs] Can't go after Login
by aledr 25 Feb '15

25 Feb '15

Just to point that It seemed to be a rare condition caused by the daylight saving change. Last sunday clock went backward one hour and after that SLA.pm was never finishing to process the tickets. Here is what we have done to solve this: 1 - Change all "open" tickets to "new": UPDATE ticket SET ticket_state_id = 1 WHERE ticket_state_id = 4 2 - Reset times on them: UPDATE ticket SET escalation_time = 0, escalation_update_time = 0, escalation_solution_time = 0, escalation_response_time = 0, timeout = 0 WHERE ticket_state_id = 1 3 - Unlock. UPDATE ticket SET ticket_lock_id = 1 WHERE ticket_state_id = 1 AND ticket_lock_id = 2 Problem solved and OTRS updated to 4.0.6. (If some developer wants do debug it I can send a backup with this behaviour.) Thanks. On Tue, Feb 24, 2015 at 5:11 PM, aledr <matrixworkstation(a)gmail.com> wrote: > Hi! > > We just found that the problem is at Kernel/System/SLA.pm line 275. > It stuck at this query on the database: > > "SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id > ASC' > > I expected to see a value in place of "$1". > Any hint from here? > > Thanks. > > On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation(a)gmail.com> > wrote: > >> Seems that otrs.GenericAgent.pl have a problem too. >> It keeps running after showing: >> >> Job: 'send escalation notifications' >> - Use module >> (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket >> (...) >> >> Thanks. >> >> On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> >> wrote: >> >>> Hi Carlos! >>> >>> It is 4.0.3 and I can reach https://cloud.otrs.com from it. >>> I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but >>> not "index.pl?Action=AgentDashboard >>> <http://index.pl/?Action=AgentDashboard>" or " >>> index.pl?Action=AgentTicketResponsibleView >>> <http://index.pl/?Action=AgentTicketResponsibleView>" as example. >>> >>> Thanks. >>> >>> On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < >>> carlos.rodriguez(a)otrs.com> wrote: >>> >>>> Hi Aledr, >>>> >>>> If you are using OTRS 4, please make sure you can reach >>>> https://cloud.otrs.com from your OTRS box. >>>> >>>> ((enjoy)) >>>> >>>> Carlos Rodríguez >>>> >>>> >>>> >>>> >>>> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >>>> >>>> Hi there! >>>> >>>> Suddenly I'm not able to go after login on index.pl, but customer.pl >>>> still works normally. >>>> No message on logs, no error, nothing... It just keeps "loading". >>>> >>>> How can I debug this? >>>> >>>> Thanks. >>>> -- >>>> [ ]'s >>>> Aledr - Alexandre >>>> >>>> -- [ ]'s Aledr - Alexandre

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Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi! We just found that the problem is at Kernel/System/SLA.pm line 275. It stuck at this query on the database: "SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id ASC' I expected to see a value in place of "$1". Any hint from here? Thanks. On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation(a)gmail.com> wrote: > Seems that otrs.GenericAgent.pl have a problem too. > It keeps running after showing: > > Job: 'send escalation notifications' > - Use module > (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket > (...) > > Thanks. > > On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> > wrote: > >> Hi Carlos! >> >> It is 4.0.3 and I can reach https://cloud.otrs.com from it. >> I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but >> not "index.pl?Action=AgentDashboard >> <http://index.pl/?Action=AgentDashboard>" or " >> index.pl?Action=AgentTicketResponsibleView >> <http://index.pl/?Action=AgentTicketResponsibleView>" as example. >> >> Thanks. >> >> On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < >> carlos.rodriguez(a)otrs.com> wrote: >> >>> Hi Aledr, >>> >>> If you are using OTRS 4, please make sure you can reach >>> https://cloud.otrs.com from your OTRS box. >>> >>> ((enjoy)) >>> >>> Carlos Rodríguez >>> >>> >>> >>> >>> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >>> >>> Hi there! >>> >>> Suddenly I'm not able to go after login on index.pl, but customer.pl >>> still works normally. >>> No message on logs, no error, nothing... It just keeps "loading". >>> >>> How can I debug this? >>> >>> Thanks. >>> -- >>> [ ]'s >>> Aledr - Alexandre >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >> >> >> >> -- >> [ ]'s >> Aledr - Alexandre >> >> > > > -- > [ ]'s > Aledr - Alexandre >

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Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Seems that otrs.GenericAgent.pl have a problem too. It keeps running after showing: Job: 'send escalation notifications' - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (...) Thanks. On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> wrote: > Hi Carlos! > > It is 4.0.3 and I can reach https://cloud.otrs.com from it. > I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but > not "index.pl?Action=AgentDashboard > <http://index.pl/?Action=AgentDashboard>" or " > index.pl?Action=AgentTicketResponsibleView > <http://index.pl/?Action=AgentTicketResponsibleView>" as example. > > Thanks. > > On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < > carlos.rodriguez(a)otrs.com> wrote: > >> Hi Aledr, >> >> If you are using OTRS 4, please make sure you can reach >> https://cloud.otrs.com from your OTRS box. >> >> ((enjoy)) >> >> Carlos Rodríguez >> >> >> >> >> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >> >> Hi there! >> >> Suddenly I'm not able to go after login on index.pl, but customer.pl >> still works normally. >> No message on logs, no error, nothing... It just keeps "loading". >> >> How can I debug this? >> >> Thanks. >> -- >> [ ]'s >> Aledr - Alexandre >> >> --------------------------------------------------------------------- >> 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 >> >> >> >> --------------------------------------------------------------------- >> 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 >> > > > > -- > [ ]'s > Aledr - Alexandre > > -- [ ]'s Aledr - Alexandre Gerente de T.I. - Equipe Exata T.I. 44 3029-6416 44 9116-3154 (TIM) www.exatati.com.br

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