April 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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Multiple Domain Controllers
by Dimitrakakis Georgios 28 Apr '17

28 Apr '17

Hello, I would like to know if it's possible to define more than one Domain Controllers for user authentication. What I would like to do in principle is be able to have a second and even a third domain controller as a failover or running all in parallel for users' authentication. For the moment in my "Config.pm" the primary Domain Controller is defined in: 1. "$Self->{CustomerUser1} = {......." as "Host" 2. $Self->{'AuthModule::LDAP::Host1'} 3. $Self->{'AuthSyncModule::LDAP::Host1'} 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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Postmaster filters
by PREF31 OTRS 27 Apr '17

27 Apr '17

Hi How can I export postmaster fIlters ? Thanks and regards Claude

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Missing Module
by Dimitrakakis Georgios 26 Apr '17

26 Apr '17

Hello, I am trying to configure CMDB on OTRS v.5.0.12 and I 've just noticed that when I try to create a new Ticket I get an "Internal Server Error" while at the logs is written: [Fri Apr 21 12:08:27 2017][Error][Kernel::System::ObjectManager::_DieWithError][533] Kernel::System::ITSMConfigItem::XML::Type::CIClassReference could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm inn @INC (you may need to install the Kernel::System::ITSMConfigItem::XML::Type::CIClassReference module) (@INC contains: /opt/otrs/KIX4OTRSFAQ /opt/otrs/KIX4OTRSGeneralCatalog /opt/otrs/KIX4OTRSITSMChangeManagement /opt/otrs/KIX4OTRSITSMIncii dentProblem /opt/otrs/KIX4OTRSITSMConfigManagement /opt/otrs/KIX4OTRSITSMCore /opt/otrs/KIX4OTRS /opt/otrs/KIXCore /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/sharee /perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /usr/local/httpd) at /opt/otrs/Kernel/System/ObjectManager.pm line 191. Any ideas what is wrong now?? Best 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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My articles about OTRS
by Luis Daniel Lucio Quiroz 26 Apr '17

26 Apr '17

Incase someone likes to read http://inside-out.xyz/technology/installing-otrs-5-under-centos-7-with-ispc… http://inside-out.xyz/technology/configuring-otrs-5-with-memcached-support.… -- Luis Daniel Lucio Quiroz CISSP, CISM, CISA Linux, VoIP and much more fun www.okay.com.mx Need LCR? Check out LCR for FusionPBX with FreeSWITCH Need Billing? Check out Billing for FusionPBX with FreeSWITCH

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Time Accounted Export
by Daniel 25 Apr '17

25 Apr '17

Hi there, is there any way to get an export of all Time Accounted Tickers per Agent which includes also the Ticket-ID? I just can find an Export per Ticket Queue but for me it seems more important to have an export per User. So what exactly I need to see is: Agend Name:Ticket-ID:Queue:TimeAccounted -> Export as CSV or Excel -- Grüsse Daniel

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GenericAgent and Filters
by Pedro Lobo 25 Apr '17

25 Apr '17

Him I'm trying out OTRS to implement it internally. I'm attempting to create a recurring ticket that will reopen every 3 month after being closed. The idea is to have a scheduled task (test backups/DR) that once a support agent completes, it will be reopened 3 months later do do again. So far, I've managed to get the GenericAgent to reopen the ticket, but the various things I've tried seem to trigger the action right away. What I would like is: 1. Ticket is closed 2. GenericAgent runs every day/week and checks the filter 1. Ticket Number is # 2. Ticket Closed More than X minutes ago (just testing with minutes for now) 3. GenericAgent reopens ticket and sends email. What seems to be happening is that the ticket is reopened regardless of how long ago it was closed. How does filter logic work here. Is it Ticket # **AND** Closed time or is it simply matching the first one? If so, how could I do what I'm attempting to do? Cheers, Pedro

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Embedded images missing in ticket (No $ENV)
by Ralf Hildebrandt 25 Apr '17

25 Apr '17

Today I received a ticket with two inline images. Both are displayed as a broken image icon. If I use "open image in new tab", I'm getting this URL: https://otrs.charite.de/otrs/No-$ENV%7B with the error message: ---- snip ---- Not Found The requested URL /otrs/No-$ENV{ was not found on this server. Apache/2.4.25 (Ubuntu) Server at otrs.charite.de Port 443 ---- snip ---- Other users can display the ticket just fine, they get the URL: https://otrs.charite.de/otrs/index.pl?Action=AgentTicketAttachment;Subactio… The unformatted view shows that two inline images are embedded. Shift reload (twice!) strangely fixed the display issue for me. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Custom error page
by Henry Combrinck 25 Apr '17

25 Apr '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 and take care of the issue behind the scenes. Thanks

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