May 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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Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5
by Frank Thommen 08 Jul '16

08 Jul '16

> Yes, you can see this: > http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html > > If you are running a lower version of OTRS you have to follow the upgrade > path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a full upgrade > to every version in between, including database changes and the upgrading > Perl script. What I don't understand: Does the sentence "You need to perform a full upgrade to every version in between" only refer to the situation when you start from a version lower than 4 or also for start versions above 4? From 4.0.1 -> 5.0.9 do I have to go through 4.0.1->4.0.2->4.0.3->...->5.0.9 or can I jump directly 4.0.1->5.0.9? And if all intermediate steps are required: What do I use as 5.0: 5.0.0.rc1? I'm using RPM packages and there is no 5.0.0 package on ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/. frank

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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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Copy LDAP field to dynamic field
by Lars Jørgensen 14 Jun '16

14 Jun '16

Hi, Is it at all possible to copy an LDAP field to a dynamic field? It's important to us that the users' departments are registered on the tickets for statistical purposes. We're doing it manually, but it seems absurd when you can see the field in the Customer Information Sidebar box. -- Lars

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New Web Ticket --> Queue
by DHilsbos＠performair.com 13 Jun '16

13 Jun '16

All; I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance. Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc.

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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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Packages dependencies on SLES11
by jm+otrs＠roth.lu 10 Jun '16

10 Jun '16

Hi all, So I downloaded OTRS for "SuSe 11" (SLES) and this is what I get: # rpm -ivh --test otrs-5.0.9-01.noarch.rpm error: Failed dependencies: bash-completion is needed by otrs-5.0.9-01.noarch cronie is needed by otrs-5.0.9-01.noarch apache2-mod_perl is needed by otrs-5.0.9-01.noarch perl(Crypt::SSLeay) is needed by otrs-5.0.9-01.noarch perl(Encode::HanExtra) is needed by otrs-5.0.9-01.noarch perl(JSON::XS) is needed by otrs-5.0.9-01.noarch perl(Net::DNS) is needed by otrs-5.0.9-01.noarch perl(Net::LDAP) is needed by otrs-5.0.9-01.noarch perl(Template) is needed by otrs-5.0.9-01.noarch perl(Text::CSV) is needed by otrs-5.0.9-01.noarch perl(Text::CSV_XS) is needed by otrs-5.0.9-01.noarch perl(XML::LibXSLT) is needed by otrs-5.0.9-01.noarch perl(YAML::XS) is needed by otrs-5.0.9-01.noarch While some of the Perl modules are certainly available, bash-completion and cronie is not in SLES11 AFAIK. Even the SDK repos are enabled. BTW This is SLES11 SP3. Any idea? Thanks, Marki

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Disabling quote of previous mail per queue
by Frank Thommen 31 May '16

31 May '16

Dear all, within our group the requirement arised, to disable the quoting of previous mails in replies per queue(!). I.e. most queues should quote the previous conversation in a reply, but in one specific queue, this must *never* happen (for privacy and anonymity reasons related to the conversations within this queue). This should happen automatically. Is there a way to achieve this? It seems to me, that the reply format - including the quotation - is defined in SysConfig and is a global property, while the notification tags usable for reponse templates don't contain any <OTRS_QUOTE> tag. I'd be grateful for any pointers in the rifght direction. Cheers Frank

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