November 2017 - 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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Re: [otrs] How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 30 Nov '17

30 Nov '17

Hello Rene & Roy, Thanks for the updates. I am getting error when trying to test remote Oracle DB connectivity from otrs server using 'sqlplus' command. I am done with compiling Oracle drivers. I want to use those Oracle DB scripts to create tables. I am able to connect to respective Oracle DB from Windows machine using sqlplus developer software. Output of lsnrctl on Oracle 12c system as follows = ------------------------------------------------------------- [oracle@otrsdb ~]$ lsnrctl services LSNRCTL for Linux: Version 12.1.0.2.0 - Production on 30-NOV-2017 18:03:57 Copyright (c) 1991, 2014, Oracle. All rights reserved. Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=otrsdb)(PORT=1521))) Services Summary... Service "otrsdb.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "DEDICATED" established:13 refused:0 state:ready LOCAL SERVER Service "otrsdbXDB.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "D000" established:7 refused:0 current:0 max:1022 state:ready DISPATCHER <machine: otrsdb, pid: 7301> (ADDRESS=(PROTOCOL=tcp)(HOST=otrsdb.abc.com)(PORT=22820)) Service "pdbotrsdb.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "DEDICATED" established:13 refused:0 state:ready LOCAL SERVER The command completed successfully -------------------------------------------------------------------- I am getting multiple errors. [ Example: ORA-12154: TNS:could not resolve the connect identifier specified] can some1 tell me exact command? Thanks & Regards, Amey. On 22 November 2017 at 20:14, Roy Kaldung <kaldung(a)gmail.com> wrote: > Hi Amey, > >> On Nov 22, 2017, at 7:51 AM, Amey Abhyankar <sco1984(a)gmail.com> wrote: >> >> Is it fine if I proceed with OTRS 5.0.24 installation now [using RPM >> package] or I need to roll back & do the OTRS installation 1st & then >> compile Oracle drivers? > > For a fresh installation I recommend the following steps: > > - Install and configure the operating system that you have a access with the sqlplus client to the database for otrs > - Install DBD::Oracle (usually via cpan, I never saw an RPM for this, let me know if you find one) > - Install the OTRS RPM (5.0.24) > > AFAIK, the OTRS installer only works with MySQL and you have to install and configure some parts on your own: > > - Populate the database via sqplus with the following files: > - scripts/database/otrs-schema.oracle.sql > - scripts/database/otrs-initial_insert.oracle.sql > - scripts/database/otrs-schema-post.oracle.sql > - Configure Kernel/Config.pm to use DBD::Oracle > - Check database access with the command bin/otrs.Console.pl Maint::Database::Check > - Choose another SystemID than 10 ;-) > > Now you should be ready to go. > > - Roy > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Upgraded from 6.0.0.beta5 to 6.0.1, Now menubar menus appear twice
by Lance Cotton 28 Nov '17

28 Nov '17

I upgraded from 6.0.0.beta5 to 6.0.1 last week and the upgrade itself seemed to go well. When I logged into the WebUI, there were errors about 20-or-so invalid settings. I went to those settings, and set them each to the default setting. I'm sorry I don't recall what they were exactly. Now, each of the main menu items ("Dashboard", "TIckets", "Customers", "Calendar", "Reports", "Admin") appear twice across the menu bar. Each contains the same sub-menus, and either entry of a double works fine. Has anyone else seen this? I can't seem to find the items by searching in the SysConfig module for "Menu". -Lance -- Lance Cotton Email: lcotton(a)securecms.com

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Backend MasterSlave is invalid!
by Rudolf Bargholz 27 Nov '17

27 Nov '17

Hi, Since updating from Upgraded from 5.0.23 (Fedora 26) to 6.0.1 last week. Since the update we are seeing the following error messages in the AdminLog: Mon Nov 27 13:40:09 2017 error OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-10 Backend MasterSlave is invalid! Mon Nov 27 13:40:02 2017 error OTRS-CGI-10 Search not executed due to invalid value 'Master' on field 'MasterSlave'! MasterSlave was activated in an older version of OTRS, and seamlessly updated with the update from 5 to 6. Any idea how I can debug this problem? What extra information would I have to provide to find the cause of the problem. OTRS 6.0.1 Fedora 26 OTRSMasterSlave 6.0.1 Regards Rudolf Bargholz Online Travel Services AG Jenatschstrasse 1, 8002, Zürich, Switzerland Mail: bargholz(a)onlinetravel.ch Tel.: +41 (44) 2046006 Fax: +41 (44) 2046009

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Appointment Calendar
by Finetti, Stefano 26 Nov '17

26 Nov '17

Hello everyone, I kinda stumbled upon the OTRSAppointmentCalendar module today, I had completely missed it when it was launched, and decided to give it a try. It is correct that the possibility to assign an event to a specific agent (thus appearing only on his dashboard and notifying only him) is reserved to the OTRS Business Solution? I've tried to use it on the free version but I obtained only to get collective notifications via email and the event is showed in every dashboard of every agent. Moreover, if I try to filter out in the calendar view for "events assigned to me", I end up not seeing any event in the calendar. Since the only reason to use it would be to have the chance to create a common calendar but with per-person notifications (aka: everyone can see appointments of their colleagues without being bothered with email about something they have nothing do to with). I'd like to know if my previous understanding about the Business Solution only feature is true, to avoid wasting time and starting writing my own customisation of the module itself. Thanks a lot in advance -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International is an AXED Group company* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Slow QueueView and error message after upgrading OTRS Free from 5.0.24 to 6.0.1
by Franz Julius Albert 23 Nov '17

23 Nov '17

Hello, just updated my OTRS instance and the upgrade process passed without errors. After the login the view for some queues is very slow (~8 seconds) while only 7 tickets are inside. The syslog is full of messages like this one -> Nov 23 17:38:04 ttsngdev OTRS-CGI-10[1372]: [Error][Kernel::System::Group::PermissionCheck][Line:945]: Need GroupName! Nov 23 17:38:04 ttsngdev OTRS-CGI-10[1372]: [Error][Kernel::System::Group::PermissionCheck][Line:945]: Need GroupName! I ran the SetPermissions script twice....but no change. Maybe someone have an idea? Thank you very much! Julius Albert

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OTRS 6.0.1 encoding/decoding of special characters sent from Outlook
by Rudolf Bargholz 23 Nov '17

23 Nov '17

Hi, Upgraded from 5.0.23 (Fedora 26) to 6.0.1 yesterday. We noticed an issue regarding the display of German/French characters in OTRS. We sent a test mail this morning from Outlook 2013 to OTRS 6.0.1 with the mail body “äöüàéè”. In OTRS this arrives as “��”. In the Outlook preview these characters look fine but in OTRS the characters are displayed as diamonds with a question mark. The unformatted view of the mail contents shows the following: --_000_VI1PR1001MB116856A5418CE03A69787CEBDE200VI1PR1001MB1168_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable =E4=F6=FC=E0=E9=E8 Any idea what we can do to resolve this problem? Regards Rudolf Bargholz

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How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 22 Nov '17

22 Nov '17

Hello, I tried to search relevant documents/guide on how to connect OTRS to Oracle12c DB installed on a separate system but unable to find any. Can somebody tell how this can be achieved? I am going to use OTRS 5s Patch Level 23 FREE stable release. I have prepared 2 systems with Cent OS 6.8 Thanks. Regards, Amey.

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OTRS6b1 - how to force OTRS outbound connections, to go via proxy?
by Alex Mihičinac 20 Nov '17

20 Nov '17

Hi all, can someone tell me, if it's possible to force OTRS's outbound connections to go via proxy? My otrsbox has no direct internet connection, so all connections need to go via proxy. Now I'd like to test v6b1 and it's working slow as hell, since it's waiting for network timeout of this specific connection: tcp 0 1 otrsbox:55984 portal-nodef04.ot:https SYN_SENT Until now, I have tried those scenarios and unfortunately none of them worked: - env setting export https_proxy=http://proxybox:3128 export http_proxy=http://proxybox:3128 - iptables -A PREROUTING -s otrsbox/32 -p tcp -m tcp --dport 443 -j DNAT --to-destination proxybox:3128 -A PREROUTING -s otrsbox/32 -p tcp -m tcp --dport 443 -j DNAT --to-destination proxybox:3128 - apache ProxyRemote * http://proxybox:3128 <http://proxybox:3128/> - otrs $Self->{'Package::Proxy'} = 'http://proxybox:3128/'; Any hint more than welcome! Best regards, Alex

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