August 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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Regarding CustomerID and CustomerName
by Paul Joseph Betha 31 Aug '16

31 Aug '16

Hello List, I'm new to OTRS. This is my query: I've found out that Customer ID and Customer Name should be unique. But what if my company has sold two products for the same company and giving them support? Then while I create custID and cust Name for that company I should have the same company name but different customer ID right? Am I wrong here or Is my understanding of this whole thing is misguided? Please help

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System registration issue
by Dimitrakakis Georgios 28 Aug '16

28 Aug '16

Dear OTRS community, I had performed an initial installation of OTRS which was registered successfully @ cloud.otrs.com Unfortunately due to DB encoding problem I had to drop and recreate the DB and after that my system is no longer updated @ cloud.otrs.com. I have tried to "Edit" the data from the "System Registration" option but the error log show this: error OTRS-CGI-02 Got no SessionID!! I have a backup of the old DB (on which the system was successfully registered) and I can see that in the "system_data" table there is the UniqueID (matches the one @ otrs.cloud.com) APIKey and all other relevant information. How can I restore that information to my running instance?? I 've already tried a full database restore which didn't work and I 've also tried to "Deregister" which also didn't work this time with the error: error OTRS-CGI-02 Deregistration - Can not deregister system: Need APIKey Regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Re: [otrs] OTRS Daemon Frequent Error
by aledr 26 Aug '16

26 Aug '16

This also fix http://lists.otrs.org/pipermail/otrs/2015-November/042105.html (or http://bugs.otrs.org/show_bug.cgi?id=11683) Thanks. On Thu, Aug 25, 2016 at 6:56 AM, Dimitrakakis Georgios < gdimitrakakis(a)pancretabank.gr> wrote: > Thx Carlos! > > > > For those of you that bump into this keep in mind that If you try to run > the daemon from the command line, > > then make sure that the $LANG in terminal has been set to something that > supports UTF8, e.g. “export LANG=en_US.UTF-8” > > > > On the other hand if the daemon is invoked from the CRON there is no > problem at all. > > > > Regards, > > > > George > > > > *From:* otrs [mailto:otrs-bounces@lists.otrs.org] *On Behalf Of *Carlos > Rodriguez > *Sent:* Wednesday, August 24, 2016 6:06 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] OTRS Daemon Frequent Error > > > > Hi George, > > > > Are you running the Daemon on a UTF-8 terminal? > > > > ((enjoy)) > > > > Carlos Rodríguez > > > > > > > > > > On Aug 24, 2016, at 2:42 AM, Dimitrakakis Georgios < > gdimitrakakis(a)pancretabank.gr> wrote: > > > > Apparently the problem is due to the TradeMark (TM) sign when running > either the OTRSBusinessAvailabilityCheck or the > OTRSBusinessEntitlementCheck but I haven’t found the file that I can modify > in order to avoid seeing it. > > The files that I have checked and modified (removed the TradeMark (TM) > sign) so far are the following: > > > > · i18n/otrs/otrs.el.po > > · Kernel/Language/el.pm > > · Kernel/Config/Files/Daemon.xml > > · /Kernel/Config/Files/ZZZAAuto.pm > > > > Furthermore I have checked the “Kernel/System/Console/BaseCommand.pm” > file around line 610 and the problem arises when performing the print > action for the $Text variable that has the ASCII string in it (that is the > “Checking availability of OTRS Business Solution\x{2122}” text). > > > > Is there a Perl module required to perform the correct printing with > ASCII?? Should I try to decode it?? > > > > Any ideas are welcome since with this problem every 10minutes I am getting > an e-mail which I shouldn’t. > > > > Regards, > > > > George > > > > *From:* otrs [mailto:otrs-bounces@lists.otrs.org > <otrs-bounces(a)lists.otrs.org>] *On Behalf Of *Dimitrakakis Georgios > *Sent:* Tuesday, August 23, 2016 12:41 PM > *To:* otrs(a)lists.otrs.org > *Subject:* [otrs] OTRS Daemon Frequent Error > > > > Hi! > > > > I am trying to set and test the free (initially) OTRS version for our > organization but when the otrs.Daemon.pl starts > > I am getting the following error: > > > > [TIMESTAMP] otrs.Daemon.pl: "\x{2122}" does not map to ascii at > /opt/otrs/Kernel/System/Console/BaseCommand.pm line 610. > > > > At the same time an e-mail alert is triggered and getting the same info as > an e-mail from “OTRS Notifications” and > > subject “OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck”. > > > > Since the otrs.Daemon.pl does the check recursively is very annoying to > receive frequently and over and over again the same e-mail alert. > > > > Does anyone know how to solve it? > > Looking forward for your suggestions. > > > > Best regards, > > > > George Dimitrakakis > > ____________________________________________________________ > __________________ > Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία > είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν > λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως > με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην > αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν > στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας > Συνεταιριστικής Τράπεζας. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > ____________________________________________________________ > __________________ > Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία > είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν > λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως > με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην > αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν > στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας > Συνεταιριστικής Τράπεζας. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- [ ]'s Aledr - Alexandre

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Reg differentiating tickets
by Paul Joseph Betha 25 Aug '16

25 Aug '16

Hello List, I'm new to OTRS. This is my question: If my company say 'X' has sold two products(P1, P2) to another company say 'Y'. Now if we are giving support to them and tickets are being raised how can I differentiate that a certain ticket belongs to one product not the other. Say if a ticket has been associated with the problem of login authentication. How can I differentiate whether the ticket belongs to P1 or P2 .since both have the same customer name Y

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OTRS Daemon Frequent Error
by Dimitrakakis Georgios 25 Aug '16

25 Aug '16

Hi! I am trying to set and test the free (initially) OTRS version for our organization but when the otrs.Daemon.pl starts I am getting the following error: [TIMESTAMP] otrs.Daemon.pl: "\x{2122}" does not map to ascii at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 610. At the same time an e-mail alert is triggered and getting the same info as an e-mail from "OTRS Notifications" and subject "OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck". Since the otrs.Daemon.pl does the check recursively is very annoying to receive frequently and over and over again the same e-mail alert. Does anyone know how to solve it? Looking forward for your suggestions. Best regards, George Dimitrakakis ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Article marking even if the agent is not the owner
by Tobias Terhaar 23 Aug '16

23 Aug '16

Hi everybody, We are using article marking on the following way: - An agent is working on a ticket and has to change the owner to another agent because of a lack on known how. The agent cannot know if the ticket will be reassigned to himself but there is still a task to do, if the ticket comes back from the specialist. - The agent will therefore mark the article where the task is noted, to signalize other agents that there is still something to do. The problem is, that only the owner can mark articles as important. Is there a sysconfig setting that allows every agent to mark articles, even if they aren't the owner? Thanks for every tips, Kind regards, Tobias Terhaar

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Different URL, logo and name for different customers
by Paul Joseph Betha 23 Aug '16

23 Aug '16

Hi list, I'm new to OTRS. Presently I'm using otrs5. this is my question. If I have three companies as customers to various of my products. How can I have a different customer.pl page for each one of them. Such that a customer user wants to post a ticket He accesses a unique URL and the page which is displayed to him has his company logo and company name. How can I achieve this?

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