May 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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Bulk exporting tickets/articles to email
by Blue Web 06 Jun '15

06 Jun '15

Hello, I need to export multiple tickets selected via generic agent process to plain .eml format. I know the generic agent allows to run ticket commands/custom modules, however it's unclear to me how to proceed. Would someone please be so kind to provide an example ? What I need is to export all tickets/articles in a queue so that I am able to import them back to a mailbox. Thanks, gs

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Include Customer User field in Process Activity Dialog
by Saunders, Eric 04 Jun '15

04 Jun '15

Hello, I would like to include a Customer User field that performs a live search of existing customers in a Process Activity Dialog. The functionality would be identical to that of the Create New Phone Ticket screen or the process demonstrated at 11:12 of this webinar: https://www.youtube.com/watch?v=piY4nZsmrOg OTRS 3.3.12

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Statistics
by Simon Allison 02 Jun '15

02 Jun '15

Hi All, Has anyone be able to setup Statistics to show 1. How many closed tickets in the past week? 2. And how many by each agent? I have tried modifying the monthly ticket stat ticketlist, but outputs nothing. Simon P. Allison IT Infrastructure Support Engineer T: 023 9279 7957 E: spallison(a)southdowns.ac.uk<mailto:spallison@southdowns.ac.uk> South Downs College, College Road, Waterlooville, Hampshire, PO7 8AA P Save our trees! Please don't print out this e-mail unless absolutely necessary. ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

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Re: [otrs] Reporting for accounting and setup best practices for multiple customers
by Holger Erb 01 Jun '15

01 Jun '15

Hi, you can setup SLA on two different ways: QUEUE-based and SLA-based If you setup it queue-based you will have only one SLA for this queue, which means all your request within this queue are based on the same accounting etc. If you use SLA-based setup then you can define different SLAs for different Services and you will have different accounting possibilities. We have done it SLA-based and we collect all request for a country/department in one queue but we have the possibility to assign 1 out of 5 SLA-levels for a specific request. In practical it means, here three examples: - we assign SLA Prio 5 (highest) for server-related issues (here we have a first response within 30 min, a follow up within 2 h and a total solution of 4 hours). - we assign SLA Prio 3 (middle) for PC or Workgroup printer requests (here we have a first response within 3 hours, a follow up within 5 h and a total solution of 1 working day). - we assign SLA Prio 1 (lowest) for setup of new equipment/accounts/VPN access etc (here we have a first response within 1 working day, follow up within 8 hours, total solution of 1 week). You can use services as well and you can link them with all of your SLAs or with just one SLA, per example it makes no sense to enable SLA Prio 1 for a SERVER-related servcie (as no server in production can wait for a total repair time of 1 week, so we have disabled SLA Prio 1 and 3 for server-related services, only 5 is possible). You can run reports based on those timers (SLA violations etc., KPIs like first response time, Mean-Time-To-Repair, etc....) You can calculate as well for invoicing: (number of tickets per SLA level * by needed Time-Units * costs per Time-Units) - different SLA-levels have different pricing etc. Different customers are as well possible and different customers can be linked to all or totally different services etc. Several ways are possible to implement all of this and a deeper analyze of your individual specifications and requirements is needed and important to get the right things at the end of the day. I would recommend to test it on a test-system first before you configure (misconfigure) your production system. Hope it helps a bit and good luck. With best regards, HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von otrs-request(a)otrs.org Gesendet: Donnerstag, 28. Mai 2015 14:00 An: otrs(a)otrs.org Betreff: otrs Digest, Vol 80, Issue 18 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. Reports for accounting and setup best practices for multiple customers (Linux4Bene) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 May 2015 10:59:53 +0000 (UTC) From: Linux4Bene <linux4bene(a)telenet.be> Subject: [otrs] Reports for accounting and setup best practices for multiple customers To: otrs(a)otrs.org Message-ID: <mk6sf9$p03$1(a)ger.gmane.org> Content-Type: text/plain; charset=UTF-8 Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per department. It will be used for time accounting and invoicing. A have a couple of questions regarding this: - The way we would implement it, is by using 1 queue per department. It would allows us to put SLA on a queue and so on. Is this good practice? I could go further and couple a specific e-mail address for every department so everything is neatly split per department. - In order to use the input of the tickets as base for accounting, we need some reports. I have looked through the reports but I can't seem to find the correct report. For instance, following situation: we have worked 300 minutes in april for department x, and 100 minutes in may for the same department. Management would like a couple of reports: - The tickets (title), time spent per ticket, and total time per given period for a given department. For april it would report all tickets and total time (300 minutes in our example). If a ticket is open for several months, then only the time spent in the given period should be reported to allow correct invoicing. The next month only 100 minutes should be reported. The time reported shouldn't depend on wether a ticket is open or closed. - Total ticket time per department (queue?) for a given period - Total ticket time per department (queue?), and per operator who worked on the ticket for a given period Any info or help with the reports and organisation of the queues would be helpful. Thanks, Benedict ------------------------------ --------------------------------------------------------------------- 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 80, Issue 18 ************************************

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Statistics and SLA
by Hugo Hidalgo 31 May '15

31 May '15

Dear All, We have an OTRS Free 4 in our Company(NEC) and we are using your tool since four years. In this time ago, we have not been able the way to create a report of SLA with your tool. We have a procedure in MySQL but, we think that a tool of ticketing should have the way to create this reports. For example, it's normal in many companies to create a reports of ticket taking into account: · How long has a ticket since it was created until it closed(with an calendar)? · How long has a ticket since it was created until it closed(with an calendar) without count several states(when the ticket is waiting the answer)?. This is important for our final customers because there are many penalties if the tickets is not resolved in the time. We cannot be able to understand how OTRS don't have these features. My question is: Are there any extension or features for OTRS to calculate it?. Thank you for your help. Best regards. ---------------------------------------------------------------------------------------------- [Descripción: image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com>

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Prevent Tickets Closed into Postmaster Queue
by Scott R. Morgan 30 May '15

30 May '15

How can I setup the Postmaster queue so that tickets cannot be closed in the queue, required an agent to instead assign the ticket to a new queue before closing? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

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AgentTicketQueue to display locked tickets also by default?
by Lars Jørgensen 28 May '15

28 May '15

Hi, We are two people coordinating the work of 14 first and second line support employees. We would like to be able to dive into a specific queue like "Printers" and see what is going on in there. If we use the AgentTicketQueue view we get all the open tickets, but we need to see the locked tickets too, to be able to see what our people are currently working on and if anything needs to be reprioritized. I know we can click the "All tickets" button when we have selected a queue, and that does work. The problem is that queues with no unlocked tickets will not be displayed at all in the AgentTicketQueue view. This is quite a common occurence here because all tickets gets assigned (locked) quickly, but can take time to solve and close. There's also the AgentTicketStatusView but that includes tickets from all queues in a jumble and is not very useful in our situation with 500+ tickets in progress. Is there a setting or hack to enable this mode of operation? Ideally it would be a separate menu item, because most agents will want the current OTRS functionality to pick unlocked tickets from. -- Lars

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