October 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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show/hide dynamic fields on phone ticket
by Kent Kollasch 04 Nov '16

04 Nov '16

Hi, I'm trying to show/hide dynamic fields on new phone ticket based on ticket type. I'm having mixed results, only the first dynamic field shows up, the rest stay hidden. I've add the following to Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt. [% RenderBlockStart("TicketType") %] <label class="Mandatory" for="TypeID"><span class="Marker">*</span> [% Translate("Type") | html %]:</label> <div class="Field"> [% Data.TypeStrg %] <div id="TypeIDError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> <div id="TypeIDServerError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> [% WRAPPER JSOnDocumentComplete %] <script type="text/javascript">//<![CDATA[ $('#TypeID').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'TypeID', ['Dest', 'NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]); ### shows dynamic fields based on ticket type ### switch ($('#TypeID').val() ) { case "4": document.getElementById('id name').style.display = 'block'; break; default: document.getElementById('id name').style.display = 'none'; } }); //]]></script> [% END %] [% RenderBlockStart("DynamicField") %] <div id="id name" style="display:none;" class="Row Row_DynamicField_[% Data.Name | html %]" className="TicketFreeText Validate_Required ServerError" > [% Data.Label %]<div class="Field">[% Data.Field %]</div> <div class="Clear"></div> </div> [% RenderBlockEnd("DynamicField") %] Thanks, Kent -- Kent C. Kollasch<mailto:Kent.Kollasch@artsway-mfg.com> Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154 This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author.

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question about recipients from escalation notifications
by Leonardo Certuche 03 Nov '16

03 Nov '16

Hello there, I remember in older versions of OTRS, Escalation notification recipients were governed by any of the following two text-based configurations: # notify all agents who selected the queue in "my queues/custom queues" Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who can access the ticket with rw permissions Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', Now it seems like the GenericAgent has nothing to do with this and instead there is the following path: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck But it does not allow to define who will be the recipients of the escalation notification. Does anyone know where can this be set in OTRS 5? Regards, Leonardo Certuche

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Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests
by otrs otrs 30 Oct '16

30 Oct '16

Hi Georgios, thanks für you anwser. The way you describe to me ist the first step I do. First I see all unlocked Tickets. No Ticket is locked by an Agent. So my Problem is, that the agents get no notification(yellow star in the left Corner on top) when a costumer do a request of an unlocked ticket. In my IT Department we have some "old" unlocked Tickets. And I want to escalate these unlocked tickets when a costumer do more than Two request to the unlocked tickets. I hope I could explane it what i want to do. Thanks in Advance Marvin 2016-10-27 20:16 GMT+02:00 <otrs-request(a)lists.otrs.org>: > Send otrs mailing list submissions to > otrs(a)lists.otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)lists.otrs.org > > You can reach the person managing the list at > otrs-owner(a)lists.otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. How to query unlocked Tickets with unanswered customer > request (otrs otrs) > 2. Re: How to query unlocked Tickets with unanswered customer > request (Dimitrakakis Georgios) > 3. Phantom ticket (DHilsbos(a)performair.com) > 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Oct 2016 19:57:45 +0200 > From: otrs otrs <otrs.test.ziege(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: [otrs] How to query unlocked Tickets with unanswered customer > request > Message-ID: > <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9- > GWBg(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi Folks, first of all, thanks evryone in advance how can help me. > > My Situation is, that i have round about 200 open and new Tickets. > Not all of them are locked by an Agent. > > Now I want ot have an overview off all unlocked Tickets where the customer > have done some request to the ticket. > For example. > A customer sends an request to our OTRS-System. But this request will not > get locked by an Agent. Because there is so much work > And after a while the same customer will send to the same ticket a request > to get to know the state of work. > But now one answer to him. And after a while he send the third request to > the same tickets....and so one. > > > Perhaps this could be done by a datanbase query. Hase anyone some > experinece with that. > > Thanks a lot > Bye Marvin >

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Queues associated services
by Jesus 28 Oct '16

28 Oct '16

Good morning, I have a query, how it could change the association of services-> customers to services-> queue, To view the services I have to enable them by default and that's not what I wanted, if not to be associated with queue ....

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Phantom ticket
by DHilsbos＠performair.com 28 Oct '16

28 Oct '16

All; Last week I made a network topology change that temporarily broke OTRS' email abilities (it had no route to the email server). After fixing the networking issues I sent an email to OTRS to verify that everything was working correctly. OTRS behaved as predicted, and all was right with the world. However, ever since then we have been receiving a spurious ticket at 12:10 (+/- 10 seconds or so), which has as its body the complete text the test email, including SMTP headers and raw encoding. I have tried rebooting OTRS' server, with no luck. I have not tried to Google the issue, as I don't feel my Google Fuu is up to trying to explain the situation to Google search. Does anyone have any suggestions on next steps to correct this behavior? CentOS 7 / Apache 2.4.6 OTRS 5.0.11 ITSM GC 5.0.11 ITSM Core 5.0.11 ITSM Change Management 5.0.11 ITSM Configuration Management 5.0.11 Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. www.PerformAir.com

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Dynamic fields in AgentTicketCompose
by André Cavalcante 27 Oct '16

27 Oct '16

Hi there, I'm currently using OTRS 4. I want my clients to fill a form after the ticket is opened. I wonder if is it possible to Dynamic fields in AgentTicketCompose and how to do it. Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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who to enable.
by Hugo Cosme 27 Oct '16

27 Oct '16

I would like to enable the function to add the SLA at the time to change the owner of the Ticket, as can do to have that option?

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