July 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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Creating a new role - Agent Management
by Willian Silva 01 Aug '16

01 Aug '16

Hi guys ! Is it possible to create a role that some agents would have a permission just to manage the agents, at Admin -> Agent Management ? Regards, Willian Silva.

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Allow OTRS to process multiple tickets in the mail Subject
by Giovanni Mellini 30 Jul '16

30 Jul '16

Hi list, don't know if this can be useful. I developed a perl wrapper to allow OTRS to handle multiple Ticket numbers in Subject. I wrote a blog post with all details and now is working on my company server since some day with no issues. Here the blog post https://scubarda.wordpress.com/2016/07/29/configure-otrs-to-process-multipl… Ciao Giovanni

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OTRS 4 and ITSMCIAttributeCollection
by Alvaro Cordero 28 Jul '16

28 Jul '16

Hello, I have used the module ITSMCIAttributeCollection with OTRS since it came available and it has allways worked perfectly, but now I am testing and trying to use it on OTRS 4 and it simply does not work. I've tried on test and clean systems but it does not work, I move the same definition to a OTRS 3.3.x and also 5.x and it works perfect. I am wondering if there is an error with the last package released for OTRS 4. I am using OTRS 4.0. with ITSM 4.0.14 and CIAttributeCollection 4.1.2, OTRS 5, with ITSM 5.0.7 and CIAttributeCollection 5.0.1 I create a class and use a definition as in the example { Key => 'Server', Name => 'Server', Input => { Type => 'CIClassReference', ReferencedCIClassName => 'Server', ReferencedCIClassLinkType => 'Includes', ReferencedCIClassLinkDirection => 'Reverse', } }, I get the field shown in the form, but when I go to the it and try to create a new CI with the relation it just does not do anything, not even the ajax, no errors, no log, it just simply does not do the search. I know it could posible be easier just to migrate into OTRS 5, but I am wondering why it doesn't work at all. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Associated service by queue
by Jesus Rivera 28 Jul '16

28 Jul '16

Good afternoon , the query is simple, as I manage to activate and associated services queue ? Greatly appreciate the help they can provide .

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Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b): No such file or directory
by Phillipe Smith 27 Jul '16

27 Jul '16

Analyzing the apache error log, The following errors are getting shown: ........... [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/a/3/c): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/a/1): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/0): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 ............. Those errors always occur after open a new ticket and choose a service. Running OTRS 4.0.15 on a CentOS 6. --- Phillipe Smith <phillipelnx(a)gmail.com> ----------------------------------------------------------- Linux SysAdmin | Developer

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Creating a outgoing email as the first article in a ticket using the GenericTicketInterface API
by Kristoffer Berdal 27 Jul '16

27 Jul '16

Hello, I want to use the API to create tickets where the first article is an outgoing email. I would say about 90% of the tickets we create in OTRS manually start with an outgoing email, yet I can't seem to find a way to create the same type of ticket using the API. Is this possible? I recently inherited this problem, and for years our solution has been to create a ticket (to get a ticket number), then send an email externally with the ticket number in the subject and a reply-to email that returns the answers into OTRS. This is a hacky way of doing things, and I would much prefer to be able to send the email via OTRS directly. Best regards, Kristoffer Berdal

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Ticket Queue for Web Ticket
by DHilsbos＠performair.com 26 Jul '16

26 Jul '16

All; Is there a way to predefine or force the queue for new tickets submitted from the website. I have defined that all email tickets come in to the "Level 1" queue, but tickets submitted through the web interface come in with all different queues, and might not be seen by the appropriate technicians. Thank you, Dominic L. Hilsbos Director - Information Technology Perform Air International Inc.

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