June 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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Removing ticket from command line
by Fiorenza Meini 25 Jun '15

25 Jun '15

Hi there, in my OTRS web panel I see two emails that, I think, have a strange format: in fact, when I click on it, OTRS session is instantly closed. For this, I cannot close the ticket associated with them. I tried to access OTRS from another PC, different Operating System and different Internet Browser, but the behaviour is the same. Is there a way to remove them from command line ? Regards Fiorenza Meini -- Spazio Web S.r.l. V. Dante, 10 13900 Biella Tel.: +39 015 2431982 Fax.: +39 015 2522600 Numero d'Iscrizione al Registro Imprese presso CCIAA Biella, Cod.Fisc.e P.Iva: 02414430021 Iscriz. REA: BI - 188936 Cap. Soc.: €. 30.000 i.v.

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Re: [otrs] Salutation, template and signature texts not showing after upgrade to OTRS 4.01
by Paolo Mosconi 12 Jun '15

12 Jun '15

Hi, in version 4 the editor response format macros have changed: you need to modify Ticket::Frontend::ResponseFormat The default in a new installation is: $Self->{'Ticket::Frontend::ResponseFormat'} = '[% Data.Salutation | html %] [% Data.StdResponse | html %] [% Data.Signature | html %] [% Data.Created | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]: [% Data.Body | html %] '; Paolo Mosconi -----Original Message----- From: usgt.soporte(a)seidor.com [mailto:usgt.soporte@seidor.com] Sent: venerdì 12 giugno 2015 01:04 To: otrs_archive(a)googlegroups.com Cc: Paolo Mosconi; otrs(a)otrs.org Subject: Re: [otrs] Salutation, template and signature texts not showing after upgrade to OTRS 4.01 El jueves, 4 de diciembre de 2014, 12:45:01 (UTC-5), Paolo Mosconi escribió: > Great, it works now. > > Many thanks for the very quick reply. > > > > Paolo Mosconi > > Sorry for my ignorance. Can you please tell me what file exactly do I need to change?, I can't find it.

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Problem after update to KIX4OTRS 6.1.6 ITSM/OTRS 3.3.14
by Василий Труфанов 10 Jun '15

10 Jun '15

Hello! Problem in CMDB, when i try to adding *installation date *parameter. [image: Встроенное изображение 1]

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Approval in process ticket
by Vishesh kumar 08 Jun '15

08 Jun '15

Hi Members, I am trying to get approval via mail in a process ticket. I put ticketarticlecreate in transition action and specified mail id as parameter along with other parameters. Ticket article get created and visible in process ticket but mail for approval not getting delivered to customer/managers. Please let me know if I am missing anything here. Thanks Vishhesh kumar

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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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