December 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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Disable dynamic field by acl
by Jesus Rivera 29 Dec '16

29 Dec '16

Good morning, how do I create an ACL that disables a dynamic field when I select a service? I get it to enable certain values when I select the services, but I need to be disabled when I select some services that do not have children, I have not been able to reach you. I would appreciate the help they can give me.

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GenerticAgent does not work (OTRS4)
by Ml Ml 29 Dec '16

29 Dec '16

Hello List, i am running OTRS4 and i set up a Generic Agent in the Web GUI. If i (dry) run this job in the Web Gui, it finds 10 Matching Tickets. If i run the following on the command line, it does not find any ticket match: otrs:~# su - otrs otrs@otrs:~$ $HOME/bin/otrs.GenericAgent.pl Job: 'send escalation notifications' otrs@otrs:~$ Does someone have a hint/idea? Thanks, Mario p.s. Debug mode does not show much either: otrs@otrs:~$ $HOME/bin/otrs.GenericAgent.pl -d Job: 'send escalation notifications' otrs@otrs:~$

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About changing the default installation directory on SLE12
by Yang Guangzhong 29 Dec '16

29 Dec '16

Hi everyone, To follow the installation instruction, the default installaton directory is /opt/otrs/...... Now I want to put the default directory to /srv/www/otrs... on SLE12, but it does not work and shows: Server error! The server encountered an internal error and was unable to complete your request. Error message: End of script output before headers: installer.pl If you think this is a server error, please contact the webmaster <%5bno%20address%20given%5d>. Error 500192.168.1.244 Apache/2.4.10 (Linux/SUSE) I edit apache2-httpd.include.conf and replace the path /opt/ by /srv/www/, it also does not work. Please could anyone tell me how I should do if I want to change the default installation directory. Thanks,

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Access Control List problem
by Dimitrakakis Georgios 22 Dec '16

22 Dec '16

Dear all, I am trying to create an Access Control List that will disallow an Active Directory User (e.g. guest01) to be able to send a ticket to a specific queue (actually sub-queue of the main queue). In the ACL.jpg you can see the ACL rules (it's valid and its number is 100 without the existence of any other ACLs). In the ACL2.jpg you can see that despite the ACL the 01IT::06-Λοιπά sub-queue is still visible when the "guest01" user tries to submit a new ticket. Is everything correct?? If not what can I do in order to hide it from that user?? If yes, do I have to clear any caches before trying to load the page (I 've already tried that without success but maybe there is something else I should do)? Best regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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5s: Attachment not viewable/clickable when composing an answer
by Ralf Hildebrandt 21 Dec '16

21 Dec '16

When answering a ticket, the agent can appen attachments to their answer. And they can delete attachments from the reply. But, once an attachment has been added, the agent cannot verify (by clicking on the attachment) if he/she attached the correct file. Is this configurable? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Technician Dashboard
by DHilsbos＠performair.com 21 Dec '16

21 Dec '16

All; We're running OTRS 5.0.11. I have one technician whose dashboard view never shows tickets, even tickets in queues that he has full permissions to, and has "subscribed" to (personal preferences --> My Queues). It even refuses to show tickets which belong to him. I've looked at this several times, and can't seem to find the solution. Anyone have any ideas? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com www.PerformAir.com

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5s: cannot find the "escalation notification recipient settings"
by Ralf Hildebrandt 20 Dec '16

20 Dec '16

The OTRS manual says: "Please also review the escalation notification recipient settings and see if they match with your expectations (agents who have the ticket in one of their custom queues vs. all agents with read permissions). " I want the former -- "agents who have the ticket in one of their custom queues" This was configured via a setting in the file Kernel/Config/GenericAgent.pm (now obsolete) previously and can now be controlled via the GUI for each notification separately But where can I find this setting? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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