August 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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OTRS with remote DB (full text)
by Holger.Patzelt＠t-systems.com 14 Sep '15

14 Sep '15

Hi, I have problems installing OTRS on a Server using a NON LOKAL mysql installation. For various reasons we decided to have a "centralized mysql Server". But, even IF I enable remote root access (which normaly is a nogo) the web-installation breaks after Installation of the otrs database, as the otrs user is not installed for remote access by the otrs scripts!! (The fact, that I entered something different than the default 127.0.0.1 as db-host seems to be ignored by the installation scripts, when creating the user!!) The installation stops, whining that the access is not permitted, and there is no chance of healing (e.g.: local "grant ..." on the db by the user), instead the installation stops. So you have to start at the beginning, wich means, you have to drop the database. Why isn't it possible to have something like a "try again" button, which opens the possibility to heal certain installation-script bugs during installation. ?? Has anyone any suggestions or an Installation guide for a remote mysql-Server installation for me? Bye, Holger PS.: Sorry in the first Post some Text got lost. -- Holger Patzelt

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OTRS with remote DB
by Holger.Patzelt＠t-systems.com 31 Aug '15

31 Aug '15

Hi, I have problems installing OTRS on a Server using a NON LOKAL mysql installation. For various reasons we decided to have a "centralized mysql Server". But, even IF I enable remote root access (which normaly is a nogo) the web-installation breaks after Installation of the otrs database, as the otrs user is not installed for remote access by the otrs scripts!! (The fact, that I entered something different than The installation stops, whining that the access is not permitted, and there is no chance of healing (e.g.: local "grant ..." on the db by the user), instead the installation stops. So you have to start at the beginning, wich means, you have to drop the database. Why isn't it possible to have something like a "try again" button, which opens the possibility to heal certain installation-script bugs during installation. ?? Has anyone any suggestions or an Installation guide for a remote mysql-Server installation for me? Bye, Holger -- Holger Patzelt

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OTRS Web Service WSDL
by Lorenzo Soncini 30 Aug '15

30 Aug '15

I need to connect our .Net application to OTRS. I need: List open ticket Create a ticket Close ticket I have see the ability to create a Web Service in REST or SOAP. I have make some experiment and I can create a Session with the REST web service and I receive a SessionID. How I can send my session ID for other request on REST call? Thanks Lorenzo Soncini Project Manager & Solution Architect Mobile +39 333 9788759 ------------------------------------------------------------- ZZ Soft di Stefano Carri & C. S.a.s. Via Campolongo 2/bis - 38068 Rovereto TN Sito internet: www.zzsoft.it<http://www.zzsoft.it> Phone +39 0464 076162 Fax +39 0464 071080 -------------------------------------------------------------

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Bugfix releases for community OTRS import-export modules
by Anna Brakoniecka 27 Aug '15

27 Aug '15

Hello, we've just published bugfix releases for community OTRS modules: * UserImportExport 4.0.0, * ServiceImportExport 1.3.5 * CustomerUserImportExport 4.0.0 They're available at http://www.cape-it.de/en/download/free-additional-otrs-modules.html and at OPAR. Thanks in advance for your feedback! Kind regards, Anna ** Für die kleinen OTRS-Fragen zwischendurch ** ** Flexible Unterstützung auf Abruf ** ** http://www.cape-it.de/bestellung ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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Make visible "Send From" in Ticket
by S.Krueger＠aswo.com 24 Aug '15

24 Aug '15

Hi ! we´ve tickets (created out of emails) with different information about the real "sender" and the information in the "From" field. Example -> Someone sends an email out of an "service mailbox" . So we´ve the information about the service-mailbox ( in field "from") and the information in the "sender" field. Now, I want to make the information of the "sender" visible. Is that possible ? if yes, how ? Every tip is welcome Freundliche Grüße/Best regards Stefanie Krüger

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Can't see services when creating a ticket as Agent
by Eladio Jose Cousiño Godoy 24 Aug '15

24 Aug '15

Hi, I'm trying to create a ticket as an Agent but when i click the list, there's no services there. Any idea of what i'm doing wrong? -- José Cousiño Departamento de Seguridad Informática S.E.T - http://www.set.gov.py/

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Custom Notification Script
by Holger Erb 24 Aug '15

24 Aug '15

Hello Andrea, you can use event-based notifications for such customer notifications. We use it when we move a ticket from 1st level team to 2nd level team and notify the requestor that 2nd level is now dealing with the request/ticket. Please see under ADMIN - Ticket Settings Area - Notifications (Event) MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Aug 2015 14:45:26 +0100 From: Andrea Iannucci <andrea.iannucci(a)firstclarity.com> Subject: [otrs] Custom Notification Script To: otrs(a)otrs.org, FC infrastructure <infrastructure(a)firstclarity.com> Message-ID: <55D48876.9080607(a)firstclarity.com> Content-Type: text/plain; charset=utf-8; format=flowed Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci ------------------------------

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