December 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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MySQL error when trying to run /otrs-schema.mysql.sql script for otrs 6.0.3
by Amey Abhyankar 02 Jan '18

02 Jan '18

Hello, I have installed MySQL 5.7.20 for Cent OS 7 using RPM method. [64bit] I have installed OTRS 6.0.3 using RPM. OTRS & MySQL are on same Cent OS 7 machine. Now trying to run mysql script using following command = mysql -u root -p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql [Same error if I execute this command by root user or by otrs user.] But it's throwing error as follows = ------------------------------------------------------------------------------------------------------------------------------------------ [root@localhost ~]# mysql -u root -p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql [1] 29397 bash: lt: command not found... [1]+ Stopped mysql -u root -p otrs /opt/otrs/scripts/database/otrs-schema.mysql.sql: line 7: syntax error near unexpected token `(' /opt/otrs/scripts/database/otrs-schema.mysql.sql: line 7: `CREATE TABLE acl (' ------------------------------------------------------------------------------------------------------------------------------------------ How to solve this issue? Thanks & Regards, Amey.

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redirecting error to own page
by Henry Combrinck 21 Dec '17

21 Dec '17

Greetings, Is there a way to redirect the standard OTRS error page (eg, if a crash/error occurs and the "Send a bugreport or go back to the previous page... Error Details:..." is displayed) to some other URL? Instead of displaying the scary looking error page, we'd prefer to redirect somewhere else (eg, a more user-friendly error page). Thanks Henry

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Upgrade existing OTRS 6 to a newer OTRS 6 version on Fedora 27
by Rudolf Bargholz 19 Dec '17

19 Dec '17

This upgrade procedure has been tested on Fedora 27, upgrading an existing OTRS 6 (6.0.2) version to a newer OTRS 6 (6.0.3) version. It has been used twice successfully. Hope this is of help for someone. Open a terminal. Run the following as "root": sudo -i systemctl stop crond.service systemctl stop httpd.service Run the following as "otrs" user: su - otrs cd /opt/otrs/ bin/Cron.sh stop bin/otrs.Daemon.pl stop exit Run the following as "root": cd /opt/ ls rm otrs-6.0.2-03.noarch.rpm ls curl http://ftp.otrs.org/pub/otrs//RPMS/fedora/26/otrs-6.0.3-02.noarch.rpm -o otrs-6.0.3-02.noarch.rpm ls rpm -Uvh otrs-6.0.3-02.noarch.rpm systemctl start httpd.service systemctl start crond.service Run the following as "otrs" user: su - otrs cd /opt/otrs/ bin/otrs.Daemon.pl start bin/Cron.sh start The OTRS 6 has now been updated to a newer OTRS 6 version Regards Rudolf Bargholz

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OTRS6: Navigate to a specific ticket and specific article
by Rudolf Bargholz 18 Dec '17

18 Dec '17

Hi, If I click on a specific article in a ticket, then the following URL is displayed: http://support.xxx.ch/otrs/index.pl?Action=AgentTicketZoom;TicketID=32829#A… If I copy this URL, paste it into a new empty browser window, then the specified article is not shown in the view, but rather the last created article in the AgentTicketZoom view. Is there any way of specifying a URL that allows us to navigate to a specific article in a ticket? Regards Rudolf Bargholz

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Re: [otrs] How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 14 Dec '17

14 Dec '17

On 30 November 2017 at 18:48, Roy Kaldung <kaldung(a)gmail.com> wrote: > Hi, > > Sound you’re listener or the client is not configured properly. That’s a DBA task. Maybe you should hire a pro. > >> can some1 tell me exact command? > > I can tell you the command, the correct parameter should be provided by your Oracle DBA too. > > sqlplus USER/PASSWORD@//hostName:port/SID > > E.g. creating the schema is done by executing > > sqlplus USER/PASSWORD@//hostName:port/SID @/opt/otrs/scripts/database/otrs-schema.oracle.sql Hello Roy, - Remote Oracle 12c server is properly configured now. - Output of './otrs.Console.pl Maint::Database::Check = 'Connection successful' - Execute respective DB scripts - Now I am trying to configure DB via http at http://10.1.1.8/otrs/installer.pl - I put same DB details as in Config.pm - How ever when I click on 'Check database settings' getting following error = Can't connect to database, Perl module DBD::Oracle not installed! How to solve this last issue probably? :-) Regards, Amey. > > > - 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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Issue with OTRS upgrade to version 6
by Martin Møller 12 Dec '17

12 Dec '17

Hi Guys. I am trying to get OTRS 6 to play nice on my clone, but it seems to always nag about this: -bash-4.2$ bin/otrs.Console.pl Admin::Config::Read --setting-name PostMasterDefaultQueue Gathering setting value... Setting: PostMasterDefaultQueue Infrastruktur Done. -bash-4.2$ bin/otrs.Console.pl Admin::Config::Update --setting-name PostMasterDefaultQueue --value Postmaster Updating setting value... ERROR: OTRS-otrs.Console.pl-Admin::Config::Update-10 Perl: 5.16.3 OS: linux Time: Tue Dec 12 15:47:21 2017 Message: Setting PostmasterDefaultQueue Effective value is not correct: Entity value is invalid(Raw)! Traceback (32566): Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3417 Module: Kernel::System::Console::Command::Admin::Config::Update::Run Line: 170 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 Module: bin/otrs.Console.pl Line: 38 Error: Deployment failed! It seems it doesn’t matter what value PostMasterDefaultQueue is set to, it still says Invalid(Raw)! Originally it was ’Raw’ in value as well, which I though it was complaining about, but it seems to be something else. I have tried to disable the Cloud service lookups, since my clone has no internet connection, and wanted to rebuild the config, but get the same error then: -bash-4.2$ bin/otrs.Console.pl Maint::Config::Rebuild Rebuilding the system configuration... ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.16.3 OS: linux Time: Tue Dec 12 15:50:07 2017 Message: Setting Process::DefaultQueue Effective value is not correct: Entity value is invalid(Raw)! Traceback (32672): Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3417 Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 69 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 Module: bin/otrs.Console.pl Line: 38 Error: There was a problem writing ZZZAAuto.pm. The orts user does have write permission om ZZZAAuto.pm Any ideas? The things I can find on Google seem unrelated to this. I seem to have trouble changing the value of CloudServices::Disabled which ought to get me further. Sendt fra Mail<https://go.microsoft.com/fwlink/?LinkId=550986> til Windows 10

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Restricting Customer Users from viewing Company Tickets
by Parag Bhalerao 12 Dec '17

12 Dec '17

Friends, I am sure it’s a simple question, but I am a bit lost. I want only some of the customer users to see company tickets and rest of the users to see only their own tickets. Can you kindly guide me on how to configure this? Many thanks. GoodWills Parag Bhalerao

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MailAccountFetch stopped working
by Santiago DIEZ 07 Dec '17

07 Dec '17

Hi, We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now. We've made no change at all (it's only 3 of us) to the config but last night, the program stopped fetching emails. I can still manually fetch emails going to otrs/index.pl?Action=AdminMailAccount and clicking on [Fetch mail] but it only download 10-15 at a time. The cron was set as follow (on July 20th) : Daemon::SchedulerCronTaskManager::Task###MailAccountFetch - Function = Execute - MaximumParallelInstances = 1 - Module = Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch - Schedule = * * * * * - TaskName = MailAccountFetch There is NO error message in otrs/index.pl?Action=AdminLog. I've tried the following : 1) Restart daemon > No luck sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start 2) Empty the cache > No luck sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete 3) Restart daemon and mysql and empty the cache > No luck sudo /opt/otrs/bin/Cron.sh stop otrs sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo /etc/init.d/mysql stop sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete sudo /etc/init.d/mysql start sudo /opt/otrs/bin/Cron.sh start otrs (the daemon restarted automatically after a few minutes) What else can I do? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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