March 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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Wrong customer selection in CC on incoming ticket
by Marco Ferreira 31 Mar '15

31 Mar '15

Hi OTRS Community and Christoph Sandhaus, I have installed OTRS version otrs-4.0.5 running on Linux CentOS 6 x64 and I have the same problem report for Christoph Sandhaus as the email below. Someone have this problem and know how to solved or Christoph you know how to fix? On an incoming ticket via PostMaster otrs adds a wrong customer on CC and sends a confirmation mail. I would like to figure out how otrs selects this customer. But I have _no_ idea where to start over. Any hint is apprechiated! Here is a description of my problem: All our customer IDs are mailaddresses. Assume the customers mail address of the incoming ticket is la...(a)mycompany.com<mailto:la...@mycompany.com> But additionally there is a customers address like first...(a)mycompany.com<mailto:first...@mycompany.com> Now the ticket history contains (freely translated from german): NewTicket - ... CustomerUpdate - updated: CustomerId=...;CustomerUser=first.last(a)mycompany.com ... SendAutoReply - AutoReply send to <la...(a)mycompany.com<mailto:la...@mycompany.com>> The auto reply mail contains an "CC" entry to "fist...(a)mycompany.com<mailto:fist...@mycompany.com>". Thanks for any help ... Thanks in advance. Best regards, Marco Ferreira

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OTRS module for automatic comment on certain senders
by Benjamin Fernandis 30 Mar '15

30 Mar '15

Hi, We are using OTRS help desk for our support team. We require to do automatic comment on certain tickets which has specific sender. For example : If we get email from abc(a)example.com , OTRS creates its ticket and append / add pre-defined comment into that ticket. I can make perl code out of OTRS but i never tried perl code with other application integration so bit confused that how to start and from where I can start. Please suggest me to do this. Thanks Ben

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See tickets for one queue when there is no unlocked ticket
by Ugo Bellavance 28 Mar '15

28 Mar '15

Hi, In queue view, we only see queues with unlocked tickets. All other queues are locked. We often want to see all tickets in a queue, but we need to have a shortcut to do so and it is a pain. Is there another way? Is there a way to show queues with 0 unlocked tickets? Thanks, Ugo

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Reminder just after follow-up
by Ugo Bellavance 28 Mar '15

28 Mar '15

Hi, Most of the time, when we get a follow-up on a ticket, we get a reminder a few seconds later. Anyone has seen this? Also, how do we configure the default reminder delay (looks like 5 day)? The documentation on reminder is a bit light to me. Thanks, Ugo

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picture inside @ as atachement
by Jakub Szczepańczyk 27 Mar '15

27 Mar '15

Hi, is it possibile in OTRS4 to show picture inside recived message on atachements list as it was for ex. in OTRS 2.4 ? -- Jakub Szczepańczyk

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Forward template not working without richtext/HTML
by Branislav Brna 23 Mar '15

23 Mar '15

Hi, I tried to create forward template and to my surprise I found that I am unable to get it working without enabled rich text editor. Without enabling it all I get is only original text. I consider this rather strange since when I create reply/answer template everything is working even without rich text enabled. Is there any way to get forward template working without rich text editor? Thanks for any reply

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Cant email attachment over 6mb
by Wahlstedt, Walter 18 Mar '15

18 Mar '15

I am having trouble email attachments over 6mb. I have set the StorageModule to ArticleStorageFS and WebUploadCacheModule to FS and WebMaxFileUpload to 24000000. When I attach a file over 6mb and try to email I get the error: IMPOSSIBLE TO SEND MESSAGE TO: WWAHLSTEDT(a)UNIONKY.EDU<mailto:WWAHLSTEDT@UNIONKY.EDU> Thanks, Walter Confidentiality Statement - This electronic communication contains information from the Union College e-mail message system and is confidential and/or privileged. The information is intended for the exclusive use of the addressee(s). If you are not the intended recipient, be aware that any use, disclosure, dissemination, distribution, duplication, or choice of action/response as a result of the content of this email is strictly prohibited. If you have received this electronic message in error, please notify us immediately by return e-mail to the sender and by telephone at (606) 546-4151, and delete/destroy it without copying or reading the original message.

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