January 2016 - 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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Ticket Type translations
by Finetti, Stefano 23 Feb '16

23 Feb '16

Hi everyone, I know that until recently custom ticket types where not automatically translated using the custom language files. Since my OTRS (I've not had the chance to upgrade to 5 yet) is starting to have agents from different countries, I need somehow to translate ticket types because lots of people that will use the system doesn't know foreign languages. I tried to modify the AgentTicketPhone.pm file in order to see if I could obtain a translation of a ticket type after I added it to my xx_Custom.pm (where xx is my language code), but so far, no luck. I didn't find any useful hint on the Developer Manual, and the last post I found googling the list is about OTRS 3.2 with the old templating system so I'm quite at loss in finding a viable solution. Any hint towards the right direction will be greatly appreciated. Thanks a lot -- Stefano -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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how to change Display Name for System Address
by Coert 15 Feb '16

15 Feb '16

Hello all, Our company name changed, and now I am trying to change the Display Name on the System Address. So far to no avail. I searched through SysConfig, and cannot find it there. Where do I change it? Is it stored in the database? Thank you in advance, Coert

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CC Customers during ticket submission
by Saunders, Eric 01 Feb '16

01 Feb '16

I've had a request to allow users (both customers and agents) to "CC" other customers when they submit a new ticket so that multiple people will receive the new ticket notification to alert them that an issue they may be concerned with is being addressed. All of our ticket submissions are done thru the New Process Ticket form in the agent and customer web UIs. We do not support email submissions. As near as I can tell, there's no way to do this thru the New Process Ticket form in the customer UI. In the agent UI, the New Email Ticket form looks to be a step in the right direction, but I'd have to figure out how to customize the form to capture all the information I use my Activity Dialogs, reconfigure my Event Notifications, and then somehow convert an Email ticket into a Process ticket (which probably wouldn't be too hard with ACLs). Is there an easier way? Thanks

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Re: [otrs] OTRS fork
by Placide Lysias NJAMI 31 Jan '16

31 Jan '16

Dear All Please what about the OTRS Fork announced here ? Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : jeudi 10 décembre 2015 11:11 À : otrs(a)otrs.org Objet : otrs Digest, Vol 87, Issue 15 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. Information about OTRS fork: KIX4OTRS -> KIX (Anna Brakoniecka) 2. Re: Information about OTRS fork: KIX4OTRS -> KIX (Martin JERGA) ---------------------------------------------------------------------- Message: 1 Date: Thu, 10 Dec 2015 11:47:53 +0100 From: Anna Brakoniecka <anna.brakoniecka(a)cape-it.de> Subject: [otrs] Information about OTRS fork: KIX4OTRS -> KIX To: otrs(a)otrs.org <otrs(a)otrs.org> Message-ID: <zarafa.56695859.47fc.6da71c7502cd62b0(a)zarafa.cape-it.de> Content-Type: text/plain; charset="utf-8" Dear OTRS-Community, ? if you weren't aware of it until now: yes, we are working on the OTRS fork. In the last years OTRS AG has been responsible for tricky community work and difficult partnership within OTRS software. It makes real innovation impossible. We will split off into KIX based on OTRS 5 with our community module KIX4OTRS 8. ? The most important facts about our OTRS fork: ? - The new service management system is called KIX. - KIX4OTRS is Open Source Software and KIX will continue it. - We plan to establish a community incl. building up a forum and partner network. - We will offer a migration strategy. Users of (KIX4)OTRS won't notice huge changes in the first step so that the migration will be kept as simple as possible. - If you stay with OTRS standard, we won't leave you alone with it. We help furthermore within OTRS issues. - We keep promises we made: published releases of KIX4OTRS will be maintained as usual. KIX4OTRS 8 for OTRS 5 will be published in January 2016 and will be maintained until Dec 2018. KIX4OTRS 7.1 will be maintained until Dec 2017. ? We thank you for your feedback and patience. We'll inform you about further details in the coming weeks (among all in our social media channels, at OTRS forum and via our newsletter or news http://www.cape-it.de/news-en for English and http://www.cape-it.de/news for German contents). ? Our press release is already online: http://www.cape-it.de/en/company/press/press-releases/press-releases-reader/ capeit-breathes-new-life-into-service-management-a-fork-of-otrs-rises.html ? If you have questions or if you wish to subscribe to the newsletter, please contact us directly via info(a)cape-it.de ? Kind regards, Anna Brakoniecka ? ? **? Flexible providing of services related to OTRS ** ** http://www.cape-it.de/order ** ? ? Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Sch?nherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel:?+49?371 27095 620 Fax:?+49?371 27095 625 AG?Chemnitz?-?HRB?23192 Gesch?ftsf?hrer?Rico?Barth,?Thomas?Maier

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Login not creating a DB entry for a new LDAP agent
by Cosme Faria Corrêa 28 Jan '16

28 Jan '16

Hi, my interface message is that: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. My log says: [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] No UserID found for 'johndoe'! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] No UserID found for 'johndoe'! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserAdd][348] Need UserEmail! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user 'johndoe' (uid=johndoe,ou=People,dc=aaa,dc=bb) in RDBMS! [Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserLookup][922] No UserID found for 'johndoe'! The point is, Why? Why it can't? [Thu Jan 28 10:45:40 2016][Error][Kernel::System::Auth::Sync::LDAP::Sync][281] Can't create user 'johndoe' (uid=johndoe,ou=People,dc=uff,dc=br) in RDBMS! -- Cosme Corrêa +55 21 4042-6606 CanalSAC O Nosso Negócio é Relacionamento

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Auto Close Timer Setting
by DHilsbos＠performair.com 28 Jan '16

28 Jan '16

OTRS List; Is there a setting somewhere to reduce the timer for an auto-close? Can the timer be set on a per-queue basis? It's possible that I'm going about this in the wrong manner... I'm setting up a new deployment of OTRS. I would like to set a goal of completing and closing "routine" requests within 2 hours. Currently, I have a queue for routine requests. I would like the auto-close to close tickets in this queue within 60 minutes of setting the auto-close. Would this be better accomplished with Services and SLAs? Thank you, Dominic L. Hilsbos, MBA, EIT, CSDA Director - Information Technology Perform Air International Inc.

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Turn ON category "Overview"
by Rick Brooks 27 Jan '16

27 Jan '16

To all, I have OTRS 3.3 installed from TurnkeyLinux and am looking to turn on "Overview" to view indepth area such as "Role(s)" in the Admin Section - I searched the online HTML Manual but came up wanting. Any hints? Rick Brooks IT Coordinator National Exemption Service

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