April 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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Memory usage rising from 4.x -> 5.0.9
by Ralf Hildebrandt 28 Jun '16

28 Jun '16

I successfully upgraded from the most recent 4.x version of OTRS to 5.0.9 and noticed a sudden increase in memory usage: The machine starts to use swap, and when checking which processes are using the most swap I'm seeing: otrs:~# { date;for f in /proc/[0-9]*/status; do awk '{k[$1]=$2} END { if (k["VmSwap:"]) print k["Pid:"],k["Name:"],k["VmSwap:"];}' $f 2>/dev/null; done | sort -n ; } Mi 20. Apr 15:55:05 CEST 2016 1 init 600 ... 26138 otrs.Daemon.pl 8240 26169 /usr/sbin/apach 4964 26243 /usr/sbin/apach 4832 26311 /usr/sbin/apach 4916 26835 /usr/sbin/apach 5136 27219 /usr/sbin/apach 5136 27701 /usr/sbin/apach 8528 27711 /usr/sbin/apach 5108 27746 /usr/sbin/apach 5256 27747 /usr/sbin/apach 8532 So it's apache/mod_perl. Is that normal? -- 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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How to translate a message in Kernel/System/*.pm
by Úr Balázs 10 Jun '16

10 Jun '16

Hi, I imported a process named "Egyedi megrendelés", and this notification appeared (see attached picture): "Process Egyedi megrendelés and all its data has been imported successfully." This string is located here: https://github.com/OTRS/otrs/blob/master/Kernel/System/ProcessManagement/DB… Martin Gruner explained, why can not translate these kind of strings in backends: https://github.com/OTRS/otrs/pull/1037#issuecomment-198247289 If a string has no parameter, Translatable() can mark it for translation, and somewhere else in the .tt files will be translated. But what about if a string has a parameter? Neither Translatable(), nor $LanguageObject can not be used in backend files. How to translate this kind of strings? Regards, Balázs

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OTRS Duplicate Notification event
by Rose Dowson 30 Apr '16

30 Apr '16

Hi, I have a problem with OTRS notification my agent has duplicate notification when he is the new Owner of this ticket. So what is the problem ? Do you have any ideas ? Best Regards,

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Ticket re-opened by system
by claude 28 Apr '16

28 Apr '16

Hi, For one ticket, every night it's re-open by system. I close it and then the next night, I have this lines are in history : Lock Ticket verrouillé. - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 Misc Reset of unlock time. - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 StateUpdate Avant : "closed successful" Après : "open" - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 I do not know where to look If someone had an idea ? Thanks and regards Claude

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OTRS duplicate notification "event"
by Rose Dowson 26 Apr '16

26 Apr '16

Hi, I have a problem with mail notification when The customer create a new ticket the agent receive many mails that contain the same body 'ticket Owner Update'. Please I want to know what is the problem. Keep on mind that I configured the agents of each department haven't the same rights. Please I need a help. Best Regards,

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Prefilled content with custom MenuModule not working anymore since OTRS 4
by Rick Heisterhagen 26 Apr '16

26 Apr '16

Hello everyone, I used to add custom menu buttons in Frontend::Agent::Ticket::MenuModule to prefill AgentTicketNote since OTRS 3.0 until 3.3 with URL encoded HTML content, the method is explained here: http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ Now after upgrading to OTRS 4 and finally 5.0.9 on a test system I replaced TicketID=$QData{"TicketID"} with TicketID=[% Data.TicketID | html %] and now the encoded html part gets encoded but does not get interpreted, it stays an html text, here is my config (URL shortened). <ConfigItem Name="Ticket::Frontend::MenuModule###421-Support-Escalation" Required="0" Valid="1"> <Description Translatable="1">Test Menu</Description> <Group>Ticket</Group> <SubGroup>Frontend::Agent::Ticket::MenuModule</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::Output::HTML::TicketMenu::Generic</Item> <Item Key="Name">Support Escalation</Item> <Item Key="Description" Translatable="1">Escalate Isssue to HQ</Item> <Item Key="Action">AgentTicketNote</Item> <Item Key="Group">rw:support.all;rw:support.us;rw:support.apac</Item> <Item Key="Link">Action=AgentTicketNote;TicketID=[% Data.TicketID | html %];DynamicField_TicketFreeText3=Yes;Subject=Test+Menu;Body=%3Cspan+style%3D%22font-size%3A18px%3B%22%3ETest+Module</Item> <Item Key="PopupType">TicketAction</Item> </Hash> </Setting> </ConfigItem> I thought this would be a good opportunity to use the Note-Template feature, so I altered the Link by using "StandardTemplateID" like this: <Item Key="Link">Action=AgentTicketNote;TicketID=[% Data.TicketID | html %];DynamicField_TicketFreeText3=Yes;Subject=Test+Menu;StandardTemplateID=56 Now the correct template is selected but the body is not filled with text. ? Please if someone could help me achieving the same as I had until OTRS 3.3 it would enable us to upgrade to the new OTRS version. Thanks in advance! Regards, Rick

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Determine number of closed tickets that were solved within SLA
by Mnich, Jürgen 25 Apr '16

25 Apr '16

Hello! I am oft he opinion, that I have a very normal situation :) We configured services and SLAs a few days ago and got a little familiar with the escalation configuration. Actually we only use solution-times for the time being. Now I want to determine - for all tickets closed last week (for example) - how many tickets have been solved within the sla and how many have escalated (the sum of those two values must be the number of all closed tickets). When looking on the database-entries I found out (I hope that this is correct) that - as long as the tickets are not closed - the escalation_solution_time is the value I can compare to. When any ticket is closed, this (and all the other escalation_time values) are reset to zero (that's coded in ticket.pm). I think it is absolutely normal that you want or even need to report on your SLA-compliance. How can I reach my goal? How do you do report your SLA-compliance? 1. Change the code in ticket.pm (or is there any good reason why the values are reset to zero)? 2. Is there a statistic I did not find? 3. Are there any other database tables and/or entries that I could use? 4. Any other idea...??? Any help is welcome!!! Thanks, Jürgen.

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