February 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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OTRS Special Characters
by John O'Neill 18 Mar '16

18 Mar '16

Hi We have OTRS 5 in place at the moment, all is working well except for when we receive emails in from certain users who have the following footer in their emails *Kind Regards / Mit **freundlichen Grüßen / **Freundliche **Grüße** / **Saludos cordiales / **Saygılarımla / **Cordialement* Were working on the assumption that the issue has something to do with the character set, our database is working in UTF8, with the following settings in my.cnf [client] default-character-set=utf8 [mysqld] character-set-server=utf8 The show variables statement shows the following SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ So it seems that everything is set to be UTF8 and as such should be able to handle the different character sets. Every time we get a mail in with the special characters we get the following error "There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Thu Feb 11 22:24:12 2016] otrs.Daemon.pl: DBD::mysql::db do failed: Incorrect string value: '\xC4\xB1lar\xC4...' for column 'a_body' at row 1 at /opt/otrs/Kernel/System/DB.pm line 449." I have run out of ideas now and was wondering if anyone might be able to suggest where I could go next, we are running otrs 5.0.3-01 on CentOS release 6.7 (Final) Many thanks, John

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Layout strange behavior in output
by Finetti, Stefano 16 Mar '16

16 Mar '16

Hello everyone, I must confess I'm a bit lost with something that never happened before with other customizations I've done in OTRS. I'm trying to create a module for OTRS 4 to help my colleagues work with our AS400 systems. Nothing very strange, just a new menu to be used to check various informations about the systems. I'm not completely new to OTRS customizations, and I've managed to create some custom module using LayoutObject, DBObject and so. This is not a code problem, or at least, not an easy one to spot. When I access the page I created, I got the output correctly formatted from the query I run on an external DB, and, - and this is the problem - a long string just below the navigation menu containing a sequence of numbers, that I've identified with the number of records that my queries get. The absolutely strange thing is that I didn't put ANY print, echo or something like that in the code, and that all the output is directed through LayoutObject->Block with name and data. The template files has the correct names for RenderBlockStart and Stop and [% Data.Variables | html %] Section. In fact, inside the RenderBlocks all the output is fine. Since it's quite difficult even to explain the problem, I made a screenshot of what I'm talking about. [image: Immagine incorporata 1] I've filtered out the output for privacy, but here is the strange output just below "Dashboard". I'm not using any customized layout (i.e. no files in Output/HTML/, only .tt files in Output/HTML/Standard/). This has been haunting me for days now, without any luck. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- 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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Modules and Config.pm
by Finetti, Stefano 26 Feb '16

26 Feb '16

Hi, I was just reading (again) OTRS Developer Manual and Api References, and it struck me that from OTRS 4 (i promise, I never realized it before), there is no mention of Kernel/Config.pm file anymore. Given the fact that If I remove the Config.pm file I'm pretty sure nothing will work anymore, I was wondering why any word about that file just disappeared from Developers manual. I understand that there is still mention of it in the Admin manual, so it HAS to be used in OTRS configuration. The fact is that there is no documentation as if this file can be somewhat modified with an external module, and I'm a bit dubious about this possibility. I'm writing a custom module that adds two widgets to the Customer Information Center company overview. That part is the easiest, and it works flawlessly reading the custom database tables and so. BUT. In order to store those specific informations for a specific customer, I had to edit the customer_company table adding some fields at the end. The problem is that if I don't edit the Config.pm files, adding those field in the Customer Company Array, there is no way to show them in the Company creation form. I'm open to suggestions: do you think it would be better to avoid tampering with the customer_company table and create a new, dedicated table with company_id, my_module_id, thus changing only the template files in order to read and save my module data? -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- 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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Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?
by Stanford, Philip N. 25 Feb '16

25 Feb '16

Hi We've been discussing some changes in our help-desk workflow which we may want to implement as part of a forthcoming move to OTRS 5, from 3.0 The normal OTRS behaviour for a ticket created from an incoming mail is for it to remain 'new' and 'unlocked' until an agent replies to the customer. At that stage, the ticket becomes 'open' and 'locked', and the owner is changed to the current agent who has replied. For reasons that may possibly make sense for us, we're wondering if there's any way to disable that default behaviour, so that tickets will remain in a 'new', 'unlocked' state until specifically assigned an owner. Is this something that's possible? I have had a search in SysConfig options for 5.0 but can't see anything that seemed relevant. Regards Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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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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DynamicFieldRemoteDB Constrictions
by Antonio Reale 22 Feb '16

22 Feb '16

Hi all, I'm trying to use DynamicFieldRemoteDB from c.a.p.e. IT connected to Postgres. I was able to use a constriction object of type Configuration, but I cannot understand how to use constrictions of type Ticket and CustomerUser. What I'm trying to do is to only show results that has /[TableColumn]/ like CustomerID of the user that is opening the ticket. Tried [TableColumn]::CustomerUser::CustomerID::0 or some other combination of [TableColumn]::CustomerUser::???:0 but the constriction sent by OTRS to Postgres is always empty. Can someone provide an example on how to use Ticket or CustomerUser constrictions? Thanks. Regards. Antonio

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Query
by milind.tailor＠mol-ips.com 16 Feb '16

16 Feb '16

Hi, I am unable to send email to system email address, it says message "This address is registered as system address and cannot be used" Kindly help Best Regards Milind Tailor Information Technology MOL-IPS India, Mumbai Centre Work : + 91 22 42478445 Website : http://www.molpower.com

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