September 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

3 2

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

2 1

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.

36 63

Reply on Archived ticket
by Dion van Adrichem 02 Oct '16

02 Oct '16

Hello, I have an automatic task which Archives closed tickets after 3months. At the same time these tickets are placed to an Archive-queue to further limit access to these old tickets. The queue is setup to discard replies, and the client receives the discarded message correctly. So that Archived tickets stay archived. We notice that clients don't really read the discard message and never send the follow-up in as new ticket. This leads to the wish to automatically create a new ticket for a reply to an archived ticket. Can this be done? Maybe using the Postmaster Filters? What would be the best approach? Thanks in advance for your insight! Regards, Dion

2 2

problem installation on FreeBSD
by Jens Heinrich 29 Sep '16

29 Sep '16

In-Reply-To=<1284330384.3568.15.camel@dm-ubuntu> X-Info: Keep It Simple, Stupid. X-Operating-System: Linux, kernel 4.4.0-38-generic X-Message-Flag: WARNING!! Microsoft sucks User-Agent: Every email client sucks, this one just sucks less. X-Geek-Reference: https://www.ifohancroft.com/geek.html X-Geek-Version: Version 3.1 X-Geek: GCS/CC/IT/M/S d- s:+ a-- C++ L++ P E--- W N* o? K? w !O !M V? PS+ PE Y++ PGP++ t+ 5 X R tv+ b+ DI D? G e>++ h-- r-/++ z+ X-Grepthis: Nazi Bomb Kosovo Heroin Gun Gay RAF Kuba Krypto IS ISIS NSA Anonymous Iraq - sorry for that stuff, but I do not want security agencies to spy too much on our emails Organization: Universiaetsbibliothek Frankfurt - E-Dienste Support X-PGP-Key: fp="2A97 FB40 A80A 8D44 64EA B2DF EF98 CA47 025C 84E8" Hey, did you fix this Problem? I am having what seems to be a similiar issue with my installation of otrs-5.0.10 in a Jail on FreeNAS ( = FreeBSD 10.3-STABLE FreeBSD ) ########snip####### [Fri Sep 23 14:56:39.176806 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: [Fri Sep 23 14:56:39 2016] installer.pl: Use of uninitialized value in shmctl at /usr/local/ot rs/bin/cgi-bin/../../Kernel/System/Log.pm line 304.: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.177877 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: ERROR: OTRS-CGI-10 Perl: 5.20.3 OS: freebsd Time: Fri Sep 23 14:56:39 2016: /usr/local/otrs/bi n/cgi-bin/installer.pl [Fri Sep 23 14:56:39.177924 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.177991 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Message: Can't remove shm for log: Function not implemented: /usr/local/otrs/bin/cgi-bin/inst aller.pl [Fri Sep 23 14:56:39.178017 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178070 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: RemoteAddress: IP: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178117 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: RequestURI: /otrs/installer.pl: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178143 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178190 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Traceback (17261): : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178249 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Log::CleanUp Line: 305: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178305 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Log::new Line: 108: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178382 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.178445 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.178511 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Cache::FileStorable::new Line: 46: /usr/local/otrs/bin/cgi-bin/inst aller.pl [Fri Sep 23 14:56:39.178588 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.178651 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.178716 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Cache::new Line: 63: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.178785 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.178848 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.178920 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::SysConfig::_Init Line: 1643: /usr/local/otrs/bin/cgi-bin/installer. pl [Fri Sep 23 14:56:39.178980 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::SysConfig::new Line: 73: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179048 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226: /usr/local/otrs/bin/cgi-bin/ installer.pl [Fri Sep 23 14:56:39.179118 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::ObjectManager::Get Line: 180: /usr/local/otrs/bin/cgi-bin/installer .pl [Fri Sep 23 14:56:39.179179 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::Modules::Installer::Run Line: 150: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179257 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: Kernel::System::Web::InterfaceInstaller::Run Line: 132: /usr/local/otrs/bin/cgi-bin /installer.pl [Fri Sep 23 14:56:39.179324 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Module: /usr/local/otrs/bin/cgi-bin/installer.pl Line: 39: /usr/local/otrs/bin/cgi-bin/inst aller.pl [Fri Sep 23 14:56:39.179350 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: : /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179478 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: [Fri Sep 23 14:56:39 2016] installer.pl: Use of uninitialized value in shmread at /usr/local/o trs/bin/cgi-bin/../../Kernel/System/Log.pm line 281.: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.179566 2016] [cgi:error] [pid 17244] [CLIENT] AH01215: Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 281.: /usr/local/otrs/bin/cgi-bin/installer.pl [Fri Sep 23 14:56:39.182497 2016] [cgi:error] [pid 17244] [CLIENT] End of script output before headers: installer.pl ######snip###### Greets J

3 2

Email notes on closing issue
by Dimitrakakis Georgios 29 Sep '16

29 Sep '16

Hi! Right now when I close a ticket the only available note type is "Note-internal" which means that I cannot notify the person at the same time that the ticket is closed and the actions performed for that. I know that I can create a notification action to send a generic alert that the ticket has been closed and I 've done that already but that cannot get the description when an agent closes the ticket. In order to do so I have first to send a reply to the customer and then close the ticket. Since closing the ticket also requires description can I do all these in one step? This means to close the ticket with a description and at the same time send all comments to the customer. I believe that if I could have the option "email-external" to note type when closing a ticket would solve my problem. Is this possible? Any idea on how to achieve it? Regards, G. ______________________________________________________________________________ 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

2 3

TaskID Error
by Kent Kollasch 28 Sep '16

28 Sep '16

Has anyone seen the following error or know how to fix it? {Error][Kernel ::System::Daemon::SchedulerDB::TaskLock][459] Need TaskID! It's filling up my log file.. -- Kent C. Kollasch<mailto:Kent.Kollasch@artsway-mfg.com> Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154 This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author.

2 7

Discard follow-ups to closed tickets (in addition to "rejected" auto responses)
by Ralph Seichter 28 Sep '16

28 Sep '16

Hello list members, is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners. I have been searching the Net for a long time without success, so I thought it best to ask here. -Ralph

2 5

Re: [otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses) - Repost
by LQ Marshall 28 Sep '16

28 Sep '16

I believe that is a setting in the queue configuration. L.Q. Marshall One's strength is only determined when the challenge seems overwhelming.<div> </div><div> </div><div>-------- Original message --------</div><div>From: Ralph Seichter <otrs-ml(a)seichter.de> </div><div>Date: 9/28/16 06:51 (GMT-05:00) </div><div>To: otrs(a)lists.otrs.org </div><div>Subject: [otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses) - Repost </div><div> </div> Reposting this, because it has been several days and I still have not found a solution. Your help is appreciated. ======================================== Hello list members, is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners. I have been searching the Net for a long time without success, so I thought it best to ask here. -Ralph --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

1 0

Total of totals in Ticket Queue Overview
by Personal Técnico 28 Sep '16

28 Sep '16

Hi, I would like to get the "total of totals" in Ticket Queue Overview. Following to this link http://forums.otterhub.org/viewtopic.php?t=26896, I have modified /opt/otrs/Custom/Kernel/Output/HTML/DashboardTicketQueueOverview.pm but I haven't been able to modify /opt/otrs/Custom/Kernel/Output/HTML/Standard/AgentDashboardTicketQueueOverview.dtl. However, only with first file modied, I don't get "Total of Totals"... Help please. Thanks.

1 0