March 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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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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Process-Ticket: Notification after dynamicfield-change with generic agent?
by Julius Haake 24 Mar '17

24 Mar '17

Dear List, I know this should be working, but something is wrong: A generic-Agent event is checking whether a set date (DynamicField Date) is going to be reached within the next 24 hours. If so, the GA will change another dynamicfield ("datereached") from "no" to "yes". Until here everything is working fine, the mentioned DF is changed. I did set a notification to contact all agents ("Date reached") that have the queue in their personal settings. The notification should be fired if the event dynamicfieldupdate_datereached happens with setting "yes". But it doesnt. I already tried using different dynamicfields (listbox, Text), but no notification. I am stuck here. thoughts: a) It is a process-ticket b) The ticket that should be notified is in state Open and is not locked. But it definetely has an owner. Could that be the point? Is there a possibility to enable any form of deeper debugging for the notification-module? I tried enabling net-smtp-debug without any new finding. Any help is highly appreciated! BR Julius

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How to use regex in postamster filter
by Úr Balázs 19 Mar '17

19 Mar '17

Hi, We are trying to use regex in postmaster filter, but is doesn't work. I don't know if is it a bug, or we use it wrongly. We need to automaticaly close a ticket, which body contains a line with word "Closeable". Only this word is allow in the line. Sample email: To: test(a)example.com From: me(a)example.com Subject: This is a test for auto close Closeable Accounted time: 30 min This ticket can be closed. Regex what we are trying to use in postmaster filter: Filter condition: Check email header: Body Look for value: ^Closeable$ Set Email Headers: Set email header: X-OTRS-State Set value: closed successful We tried ^Closeable.*$ but it also doesn't work. ^Closeable works, but this also matches the line "Closeable or not closeable, that is the question...", but this is not allowed by our policy. Can anybody help? Regards, Balázs

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