May 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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Reading Ticket Number from Email Body
by Parag Bhalerao 01 Jul '17

01 Jul '17

Hello, I have a customer who sends ticket number in email body in pre-defined format. I see that OTRS can read ticket numbers form email body (ref: http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Co…) but I am not sure where I can specify format of the ticket number. The format of ticket number in email body is {CMI: MCID089682} · Will it always be enclosed in pair of {} · Will it always start with CMI: · Will ticket number always be MCID followed by exactly 6 digits Appreciate your help. GoodWills Parag Bhalerao

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Disable the button reply for tickets closed
by Moises Silva 07 Jun '17

07 Jun '17

Hi EveryBody, Is there anyone that know if possible to disable the option reply for tickets with states "closed successful", "closed unsuccessful" and "closed with workaround"? I am using the version the versioon 5.X Thanks, Moises

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new related faq article widget
by 吕睿�＠ 29 May '17

29 May '17

Hi all, In FAQ 5.0.9, Added the new related faq article widget 'This might be helpful' for the customer ticket creation. I want to know how can i enable this feature for Agent frontend？ Best Regards.

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Please help with CMDB CI's import/export
by Adrian Schmidt 18 May '17

18 May '17

Hi I'm Adrian from Burman University, and we have been using OTRS free for a number of years. We added the ITSM package, and we want to start using the CMDB component, probably doing an initial import from a CSV (excel file). I was able to find the Import/Export Management module, and I see as actions: Add Template. I'm taken to Step 1 of 5, Edit common information, and I can add Name / Object (only Config Item shows), Validity, and Comment, but when I press Next no matter what I put in this screen, the system goes back to Step 1. Anybody using the Import/Export module successfully that can give me a hint / some documentation on what I'm doing wrong? Thank you very much! Blessings -- ** This communication, and any documents attached, is intended only for the recipient(s) to whom it is addressed, and may contain personal, confidential and/or privileged information. If you are not the intended recipient, please notify the sender (or the Burman e-mail administrator at (at Postmaster(a)burmanu.ca) immediately and do not copy, distribute or take action on it. Any communication received in error, or subsequent reply, should immediately be deleted or destroyed. Thank You **

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ACL for empty value in properties
by Juan Manuel Clavero Almirón 18 May '17

18 May '17

Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero

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AUTOREPLY otrs Digest, Vol 104, Issue 1
by baer＠opm-computer.de 18 May '17

18 May '17

Sehr geehrte Damen und Herren, in der Zeit vom 06.05.2017 bis einschließlich 21.05.2017 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH Send otrs mailing list submissions to otrs(a)lists.otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)lists.otrs.org You can reach the person managing the list at otrs-owner(a)lists.otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ADFS/SAMLv2 Single Sign-On to OTRS? (Sander Goudswaard) 2. <OTRS_CUSTOMER_BODY> in owner update notification? (Susan Dittmar) 3. ACL for empty value in properties (Juan Manuel Clavero Almir?n) 4. Re: ACL for empty value in properties (Alvaro Cordero) 5. Re: ACL for empty value in properties (Alvaro Cordero) 6. Accounted Time (Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 10 May 2017 11:57:16 +0000 From: Sander Goudswaard <s.goudswaard(a)westerscheldetunnel.nl> To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Subject: [otrs] ADFS/SAMLv2 Single Sign-On to OTRS? Message-ID: <81f6deb591a2482ca932452d6a43ae4b(a)wstvs02.westerscheldetunnel.pri> Content-Type: text/plain; charset="us-ascii" Dear all, Is there someone who has set up ADFS Single-Sign On to OTRS (with Mellon at the OTRS side) and could share which settings have been done at the ADFS side? Regards, Sander no_signature ------------------------------ Message: 2 Date: Wed, 10 May 2017 17:22:52 +0200 From: Susan Dittmar <S.Dittmar(a)eureca.de> To: "OTRS Mailing List (english)" <otrs(a)lists.otrs.org> Subject: [otrs] <OTRS_CUSTOMER_BODY> in owner update notification? Message-ID: <ed963137-2a5b-5edc-2a85-2484221a90dd(a)eureca.de> Content-Type: text/plain; charset=utf-8 Hi, is ist possible to have <OTRS_CUSTOMER_BODY> filled in in an owner update notification? My agents urgently request that. Just adding the tag fills it with <OTRS_AGENT_BODY> :-( Thanks in advance, Susan ------------------------------ Message: 3 Date: Wed, 17 May 2017 08:03:24 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Subject: [otrs] ACL for empty value in properties Message-ID: <4E6C4135180B424CBFC6C6DE9456154A017D258B94(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="iso-8859-1" Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero ------------------------------ Message: 4 Date: Wed, 17 May 2017 08:34:15 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Cc: "otrs(a)otrs.org" <otrs(a)otrs.org> Subject: Re: [otrs] ACL for empty value in properties Message-ID: <CAKzf-ZOF5hQXBj_+5xV76fcny0dMi-0HS3Q5SfKvOAo5g8z0Vw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified. Best Regards. 2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almir?n < juanm.clavero(a)ibsalut.es>: > Hi all, > > We want to forbid closing a ticket without service. We've been able to do > it for stored tickets with an ACL but can't seem to manage in a new ticket > form (e.g, in AgentTicketPhone). We thought we could do it with Service in > the Properties section but can't match an undefined value. > > Our last config is like this: > > ConfigChange: > PossibleNot: > Ticket: > State: > - closed successful > - closed unsuccessful > ConfigMatch: > Properties: > Frontend: > Action: > - AgentTicketPhone > Service: > ServiceID: > - '[RegExp]^$' > > We've also tried with these variants: > > option a) > Service: > ServiceID: > - '[NotRegExp]^.+$' > > option b) > Service: > Name: > - '[RegExp]^$' > > option c) > Service: > Name: > - '[NotRegExp]^.+$' > > We've got the ACL debug mode on and it shows matching Action but shows > nothing on Service. > Could you help us? What are we missing? > > Kind regards, > Juan Clavero > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Accounted Time
by Daniel 16 May '17

16 May '17

Hi there, in all of my Tickets i have a Field „Zeiteinheiten“ This field I set already to mandantory but the Agnets can use “0” as Time. Is there anyway to set the minimum value to 1 -- Grüsse Daniel

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<OTRS_CUSTOMER_BODY> in owner update notification?
by Susan Dittmar 10 May '17

10 May '17

Hi, is ist possible to have <OTRS_CUSTOMER_BODY> filled in in an owner update notification? My agents urgently request that. Just adding the tag fills it with <OTRS_AGENT_BODY> :-( Thanks in advance, Susan

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