April 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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question
by Ritchie, Dennis 22 May '15

22 May '15

I currently have an OTRS (4.7) install on Centos 6.6. We are using a remote MySQL database (remote as in not on the same machine as the OTRS installation but in the same network vlan). Is this a recommended or supported setup? We are seeing slowdowns of up to 15 minutes on the OTRS system occasionally. Thank You Dennis

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Why does the OTRS-User need "GRANT" privileges?
by Hartmut Goebel 04 May '15

04 May '15

Hi, when investigating which database permissions the OTRS user need, I discovered, that for mysql the user gets "ALL PRIVILEGES" with "WITH GRANT OPTION" (Modules/Installer.pm). Why does the OTRS-User need GRANT" privileges? It does not create any other database-user, dosn't it? -- ▶︎Digitalcourage e.V., Hartmut Goebel, Marktstr. 18, D-33602 Bielefeld Tel: +49-521-1639 1639 | Fax: 0521-61172 | mail(a)digitalcourage.de https://digitalcourage.de | http://bigbrotherawards.de | ------------------------------------------------------------------ Für Bürgerrechte, Datenschutz und eine lebenswerte digitale Welt ----------------------------------------------------------------- Online spenden: https://digitalcourage.de/spende/

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wrong timezone in DATE email header, OTRS 4.0.7
by Roman Ovchinnikov 30 Apr '15

30 Apr '15

Hello! Recently we have installed otrs 4.0.7 and found that emails being sent from system has wrong timezone settings in Date field, for example: Received: from mail.paymantix.com (LHLO mail.paymantix.com) (78.140.183.180) by mail.paymantix.com with LMTP; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from mail.paymantix.com (localhost [127.0.0.1]) by mail.paymantix.com (Postfix) with ESMTPS id 9962116113E for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from localhost (localhost [127.0.0.1]) by mail.paymantix.com (Postfix) with ESMTP id 8C8AA161198 for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) X-Virus-Scanned: amavisd-new at paymantix.com Received: from mail.paymantix.com ([127.0.0.1]) by localhost (mail.paymantix.com [127.0.0.1]) (amavisd-new, port 10026) with ESMTP id BT8gD6m4-Jxz for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from otrs.paymantix.net (unknown [78.140.183.183]) by mail.paymantix.com (Postfix) with ESMTPS id 778EA16113E for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from otrs.paymantix.net (localhost [127.0.0.1]) by otrs.paymantix.net (Postfix) with ESMTP id 5FF5F93 for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:03 +0000 (UTC) MIME-Version: 1.0 Subject: [Ticket#0100341] RE: test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (4.0.7) Date: Thu, 30 Apr 2015 12:30:03 +0000 as you can see, date in mail server messages are ok 09:30:28 +0000 (UTC)), while Date: Thu, 30 Apr 2015 12:30:03 +0000 so, offset is wrong. Server itself has UTC timezone, OTRS is configured as UTC +3 . Not sure what else should be tweaked, googling didn't give me any insights on this. -- Ovchinnikov Roman, Paymantix Cell +7 (926) 262-40-05 | Email: r.ovchinnikov(a)paymantix.com| Skype: rovchinnikov.mm

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Re: [otrs] Splitting ticket doesn't delete article from source ticket
by LQ Marshall 27 Apr '15

27 Apr '15

Split function as you have found doesn't remove it copies. You can create the new ticket and then manually move the article via the database using... (mysql) update article set ticket_id=<newticketjob> where id=<articleidnumber>. Don't manipulate the DB directly unless you know what you are doing. -------- Original message -------- From: Paolo Mosconi <paolo.mosconi(a)actvalue.com> Date: 04/27/2015 04:53 (GMT-05:00) To: otrs(a)otrs.org Subject: [otrs] Splitting ticket doesn't delete article from source ticket Hi, I'm using OTRS 4.0.1 and I believe I'm having problems with Ticket Split functionality. Example: ticket #1 has 7 articles and I'd like to move article 4 to a new ticket; by selecting Split, a new phone ticket is created containing a copy of article 4, but article 4 itself is still contained in ticket 1 (I was expecting it to be deleted). Thanks for any suggestion / explanations Best regards Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/> --------------------------------------------------------------------- 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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Create Tickets via a RestAppi
by Victor Medina 27 Apr '15

27 Apr '15

Hi guys! I would like to know if there is any way to create tickets, customers and customers users via a RestAPI? -- Víctor E. Medina M. Platform Architect / Chief Infrastructure +58424 291 4561 BB #79A8AFA2 @VMCibersys

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Splitting ticket doesn't delete article from source ticket
by Paolo Mosconi 27 Apr '15

27 Apr '15

Hi, I'm using OTRS 4.0.1 and I believe I'm having problems with Ticket Split functionality. Example: ticket #1 has 7 articles and I'd like to move article 4 to a new ticket; by selecting Split, a new phone ticket is created containing a copy of article 4, but article 4 itself is still contained in ticket 1 (I was expecting it to be deleted). Thanks for any suggestion / explanations Best regards Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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Insert customer IP Address into Ticket Information
by Pritesh BHEEMANEE 22 Apr '15

22 Apr '15

Hello everyone, I would like to add IP Address of customer in Ticket Information section, to see when we do AgentTicketZoom. Problem is that Dyanmic field is not working to see the IP address. In addition, when i create new label in dtl file, it shows my IP in All tickets. What I did so far (on OTRS 3.3.6 / PostgreSQL 9.3.5 / Perl 5.10.1 (linux) is used / OS: Cent OS 6.5): Case1: 1) Go to Admin -> Dynamic Fields and create a new "Ticket" field of the "text" type (I called mine "ipaddr"). 2) Go to Admin -> SysConfig and once again select "Ticket". Load the settings for "Frontend::Agent::Ticket::ViewZoom". Scroll down to the bottom to the "Ticket::Frontend::AgentTicketZoom###DynamicField" setting and once again add an option with the Key of "ipaddr" with the content of 1. 3) Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl Near the very bottom of the file, there's a <script> tag that runs the "Core.Customer.InitFocus();" function. Right beneath that line, i add the following: document.getElementById('ipaddr').style.display = 'none'; document.getElementById('IP').style.display = 'none'; document.getElementById("ipaddr").value = "$Env{"REMOTE_ADDR"}"; Output: Dyanmic field is not working in ticket Information. Its not showing even label name in ticket Information section. Case2: I tried to add IP label to file AgentTicketZoom.dtl. /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl <label>IP Addr: </label><a href="https://www.mysite.com/ip?ip_addr=$Env{"REMOTE_ADDR"}" target="_blank" class="DynamicFieldLink" > $Env{"REMOTE_ADDR"} </a> </label> Output: It shows same IP Address for ALL tickets instaed of customer's IP address. I have tried HTTP_FORWARDED_FOR also, for proxy but both are not working. I hope i am clear. Thanks in advanced for your input and time ! ! Cheers, Pritesh

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