June 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] otrs Digest, Vol 105, Issue 11
by renu kadian 13 Jul '17

13 Jul '17

Hi, Can anybody help me ... On Sat, Jun 24, 2017 at 3:18 PM, <otrs-request(a)lists.otrs.org> wrote: > 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. Re: [OTRS]First Response Time (renu kadian) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 24 Jun 2017 15:18:06 +0530 > From: renu kadian <renupranjil(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] [OTRS]First Response Time > Message-ID: > <CAAzf20tSaE11Ezc7TK1qZsaz7kCUHGjWYpKOLxky2pKzG_a54Q@mail. > gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi > > > Any one help me its an urgent ..... > > On Sat, Jun 24, 2017 at 2:22 PM, renu kadian <renupranjil(a)gmail.com> > wrote: > > > Hi > > > > > > when I have show ticket status view here two fields available First > > Response Time & Solution Time but it will not shows correct time. > > > > > > ? > > -- > > Renu Kadian : > > 9711493800 > > > > > > -- > Renu Kadian : > 9711493800 >

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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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[OTRS]First Response Time
by renu kadian 01 Jul '17

01 Jul '17

Hi when I have show ticket status view here two fields available First Response Time & Solution Time but it will not shows correct time. -- Renu Kadian : 9711493800

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Another painful LDAPS problem
by Evan Spangler 01 Jul '17

01 Jul '17

Hi all, I've been trying to set up a LDAPS backend for customer auth, but haven't had much luck. I had a working setup with our old domain using plaintext ldap, but new requirements are forcing us to go with LDAPS. The customer list in the Customer Admin section populates correctly, but trying to log in results in "OTRS-CGI-10[1239]: [Error][Kernel::System::User::UserLookup][Line:922]: No UserID found for 'Test.User'!" Running "openssl s_client -connect" results in success but does throw this warning "Verify return code: 21 (unable to verify the first certificate)". All certs are selfsigned, and AD is run on a Win2012 DC. Agents are using the local database. I've tried the Config.pm parameters a few different ways (including versions from OTRS 3 and 4 documentation) with the same results. I've repeated the ldaps://:port in the host directive and in net:ldap parameters, but have tried both independently with the same results. I'm on OTRS 5.0.7 installed via the built-in Ubuntu repositories. I can also install manually if you guys think that might help. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://domaincontroller.fqdn.com:636'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'service_acct(a)domain.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 636, timeout => 120, async => 0, version => 3, scheme => 'ldaps', onerror => 'warn', verify => 'none', scope => 'subtree', }; # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldaps://domaincontroller.fqdn.com:636', # ldap base dn BaseDN => 'dc=xxxx,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'service_acct(a)domain.com', UserPw => 'xxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if the charset of your ldap server is iso-8859-1, use this: # SourceCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 636, timeout => 120, async => 0, version => 3, scheme => 'ldaps', onerror => 'warn', verify => 'none', scope => 'subtree', }, }, # customer unique id CustomerKey => 'sAMaccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es) [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Let me know if you need any other files or info, and thanks a million!!! -- --- Evan Spangler Systems Administrator TEK Fusion Global, Inc This e-mail may contain confidential or privileged information. This communication and any attached documents may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you are not the intended recipient, please notify the sender immediately by return e-mail with a copy to: IT(a)tekfusioninc.com and delete this e-mail and all copies and attachments. Opinions, conclusions and other information in this message that do not relate to the official business of Tek Fusion Global, Inc., shall be understood as neither given nor endorsed by it.

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Upgrade 4.0.13 to 5.0.20 - web UI still "v4"
by Jeff Johnson 30 Jun '17

30 Jun '17

Greetings, I performed an upgrade on a functional 4.0.13 OTRS system (Linux, MySQL, RHEL6.7) to OTRS v5.0.20. I followed the upgrade process in the OTRS v5 HTML manual. The upgrade appears to have worked but the Agent UI in the browser is still the "OTRS 4 Free" theme. I'm assuming I'd see a v5 default UI. The reason for the upgrade was to get a responsive UI for agents using mobile devices like iPhones. Did I miss a critical step? I'm not sure where this is set. Maybe it's a v4 config file from my running system that needs editing to enable the v5 default UI? Thanks for any suggestions! --Jeff

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Replies only include e-mail address instead of "name <e-mail>"
by Sebastian Wain 28 Jun '17

28 Jun '17

Hi, I just realized that if a customer initiate a ticket via OTRS the auto-reply goes correctly to "name <e-mail>" but subsequent replies only identifies the user as "e-mail". So, if John Smith <john.smith(a)js.org> sends a new inquiry, the autoreply goes to John Smith <john.smith(a)js.org> but the next replies go to [ john.smith(a)js.org ]( mailto:john.smith@js.org ) The original e-mail only includes the "From:" header. I don't know if we need to include additional ones like "Sender:" or there is another way to solve this. We are using OTRS 5s. Thanks, Sebastian

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Bad Performance
by aledr 22 Jun '17

22 Jun '17

Hi! Had some complains about performance and noticed that: otrs/ index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=108240;FileID=1 Took 99ms otrs/ index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=108240;FileID=2 Took 30s What would be the reason? Thanks. -- [ ]'s Aledr - Alexandre

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Re: [otrs] dynamic field check box visibility
by Peter Sabbe 20 Jun '17

20 Jun '17

Maybe another way to look at it is to include the check box in a process and have the generic agent start the process only when it is applicable (and remove the process when no longer so), that is when your other dynamic field has or has not the valid group name. Cheers Peter

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dashboard settings
by Peter Sabbe 19 Jun '17

19 Jun '17

Hello, If I change my dashboard settings, next time I log in the old settings reappear. I have been testing with this and the new settings appear after a long period of time like hours or days. We run v5 for one application and still v3.3.4 for another application, is there a link with the upgrade? Thanks in advance! Peter

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Upgrade otrs 3.0.7 to 5
by Rose Dowson 16 Jun '17

16 Jun '17

Hi, I want to upgrade my otrs version from 3.0.7 to 5. 1) It is possible to install the new version 5 and restore de old database of otrs 3.0.7 ? 2) Or I should follow the upgrade from 3.0.7 to* 3.1->3.2->3.3->* *4.0.1->4.0.2->4.0.3->...->5.0.9 ?* *3) Or I could **jump directly from * *4.0 to 5 ?* * Please help me.* *Best regards.*

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Dynamic field Visibility
by Sujeeva Tissaarachchi 14 Jun '17

14 Jun '17

Dear Team, Could you give me a clue how to control the dynamic field visibility through ACL? I have below ACL in place. Here I need to show a dynamic field only for Incidents ConfigMatch: Properties: Type: Name: - IncidentConfigChange: PossibleNot: Ticket: DynamicField_BranchDept: [] Best Regards, Sujeeva Tissaarachchi

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Evaluating OTRS
by Kate Dawson 12 Jun '17

12 Jun '17

Hi, I'm trying to evaluate OTRS for a small company, who are currently using Solar Winds WebHelpDesk. The current process for logging a service request, is 1. A user phones a helpdesk operator 2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests. 3. The helpdesk operator assigns the request to a technician 4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved. I wonder how OTRS can be used in this case. Would a queue correspond to each category of request, or should there be a queue per technician ? Are there any easy to read howto's that cover configuring OTRS for a small business. Thanks in advance, Kate Dawson

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Panel notice for non-owner agents
by jriverar＠anzoategui.gob.ve 09 Jun '17

09 Jun '17

Good morning, how could I do for a certain agent to appear a notification of a ticket in the panel when comment or unlock even if that agent does not own or belong to that queue?

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Service field grayed out
by Pedro Lobo 08 Jun '17

08 Jun '17

Hi, I'm attempting to create a new ticket and assign it to a service. I already have a few services created, but when I create a new ticket, the service field isn't active and I can't assign the ticket to the service as it is shown here: http://doc.otrs.com/doc/manual/itsm/stable/en/html/ch06s02.html I'm running OTRS + ITSM Module at 5.0.19 Cheers, Pedro

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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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