June 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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Performance trouble,
by Mimiko 12 Jul '16

12 Jul '16

Hello. I've installed otrs v.5 on a physical server with apache and mod_perl2. The backend DB is Mysql on different physical server in same LAN. The problem is with slow page opening. Every page takes 15-20 second to open: Tickets, Dashboard, Customers, Admin. I've monitored servers and nor Mysql server, nor apache server is fully loaded during pages navigation. How can I debug the problem and speed up the otrs? Thank you

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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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Innodb warning
by Placide Lysias NJAMI 08 Jul '16

08 Jul '16

Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

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Mail fetch frequency only updated on daemon restart?
by Frank Thommen 05 Jul '16

05 Jul '16

Dear all, I have the impression - but I could not find a reference to this -, that changes in Sysconfig Daemon::SchedulerCronTaskManager::Task###MailAccountFetch are only becoming active after manually stopping and restarting the OTRS Daemon. Is that the case? I'd find this strange, as I'd intuitively assume, that all changes done in SysConfig are activated with immediate effect w/o requiring a manual restart/reload of the daemon. Our OTRS version is 5.0.9 on CentOS 6.8. Cheers frank

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Warning: Do not install FAQ 5.0.4 from the e-mail
by Sander Goudswaard 29 Jun '16

29 Jun '16

You may have received an e-mail with the title 'OSA-2016-01 Information Disclosure Vulnerability / Information bezüglicher einer Schwachstelle'. The FAQ-5.0.4.opm that is attached, is corrupt. The HTML tags inside have been escaped. If you install it, it will fail. Reinstall fails as well because the package is already installed. I am trying to find out how to rectify this in my installation. Regards, Sander No_signature

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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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Re: [otrs] Version 5.0.10 installation on AWS Linux Centos
by Paolo Mosconi 24 Jun '16

24 Jun '16

Thanks Florian and Yves for your replies. I'm definetely no perl (and not even linux) expert. All I have to offer as additional info i sas follows: Full apache log for error: [Fri Jun 24 08:41:05.797341 2016] [mpm_prefork:notice] [pid 2707] AH00163: Apache/2.4.18 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations [Fri Jun 24 08:41:05.797352 2016] [core:notice] [pid 2707] AH00094: Command line: '/usr/sbin//opt/' [Fri Jun 24 08:41:14.130011 2016] [:error] [pid 2711] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 26.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 26.\n Perl is in /usr/bin/perl perl -V output: Summary of my perl5 (revision 5 version 16 subversion 3) configuration: Platform: osname=linux, osvers=3.2.45-0.6.wd.514.39.260.metal1.x86_64, archname=x86_64-linux-thread-multi uname='linux gobi-build-64003.pdx4.amazon.com 3.2.45-0.6.wd.514.39.260.metal1.x86_64 #1 smp thu feb 27 01:14:25 utc 2014 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -Dccdlflags=-Wl,--enable-new-dtags -Dlddlflags=-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -DDEBUGGING=-g -Dversion=5.16.3 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5 -Dprivlib=/usr/share/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl -Darchlib=/usr/lib64/perl5 -Dvendorarch=/usr/lib64/perl5/vendor_perl -Darchname=x86_64-linux-thread-multi -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Duseshrplib -Dusethreads -Duseithreads -Dusedtrace=/usr/bin/dtrace -Duselargefiles -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dscriptdir=/usr/bin -Dusesitecustomize' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include' ccversion='', gccversion='4.8.2 20140120 (Red Hat 4.8.2-16)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags =' -fstack-protector' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.17' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,--enable-new-dtags -Wl,-rpath,/usr/lib64/perl5/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic ' Characteristics of this binary (from libperl): Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS PERL_DONT_CREATE_GVSV PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP PERL_PRESERVE_IVUV USE_64_BIT_ALL USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF USE_REENTRANT_API USE_SITECUSTOMIZE Locally applied patches: Fedora Patch1: Removes date check, Fedora/RHEL specific Fedora Patch3: support for libdir64 Fedora Patch4: use libresolv instead of libbind Fedora Patch5: USE_MM_LD_RUN_PATH Fedora Patch6: Skip hostname tests, due to builders not being network capable Fedora Patch7: Dont run one io test due to random builder failures Fedora Patch9: Fix find2perl to translate ? glob properly (RT#113054) Fedora Patch10: Fix broken atof (RT#109318) Fedora Patch13: Clear $@ before "do" I/O error (RT#113730) Fedora Patch14: Do not truncate syscall() return value to 32 bits (RT#113980) Fedora Patch15: Override the Pod::Simple::parse_file (CPANRT#77530) Fedora Patch16: Do not leak with attribute on my variable (RT#114764) Fedora Patch17: Allow operator after numeric keyword argument (RT#105924) Fedora Patch18: Extend stack in File::Glob::glob, (RT#114984) Fedora Patch19: Do not crash when vivifying $| Fedora Patch20: Fix misparsing of maketext strings (CVE-2012-6329) Fedora Patch21: Add NAME headings to CPAN modules (CPANRT#73396) Fedora Patch22: Fix leaking tied hashes (RT#107000) [1] Fedora Patch23: Fix leaking tied hashes (RT#107000) [2] Fedora Patch24: Fix leaking tied hashes (RT#107000) [3] Fedora Patch25: Fix dead lock in PerlIO after fork from thread (RT#106212) Fedora Patch26: Make regexp safe in a signal handler (RT#114878) Fedora Patch27: Update h2ph(1) documentation (RT#117647) Fedora Patch28: Update pod2html(1) documentation (RT#117623) Fedora Patch29: Document Math::BigInt::CalcEmu requires Math::BigInt (CPAN RT#85015) Built under linux Compiled at Sep 15 2014 18:16:40 @INC: /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . Once again, any help is appreciated. paolo Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it/> Da: Paolo Mosconi Inviato: giovedì 23 giugno 2016 17:47 A: 'otrs(a)otrs.org' <otrs(a)otrs.org> Oggetto: Version 5.0.10 installation on AWS Linux Centos Hi, I am doing a fresh installation from rpm and I got the following error. [:error] [pid 2426] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 25.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 25. Installation commands: sudo yum install httpd24 mod24_perl --nogpgcheck otrs-5.0.10-01.noarch.rpm sudo yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.r… sudo yum -y install "perl(Text::CSV_XS)" I have a running V 4 since 2 years and I don't remember having encountered this in the past. Any help is appreciated Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it/>

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