July 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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Automatically load block content
by Santiago DIEZ 09 Aug '17

09 Aug '17

Hi, When reading an article in a ticket, I often see the message: To protect your privacy, remote content was blocked. ---Load blocked content.--- Can I disable this? Can I automatically load blocked content? Regards Santiago ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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Re: [otrs] Issues changing "CustomerKey' for external Customer Backend
by Rick Heisterhagen 27 Jul '17

27 Jul '17

Hi again, Thanks to a helpful OTRS contact I learned that 'mail' must be the last entry in CustomerUserListFields + CustomerUserSearchFields. Here my working configuration again. In the end I had to adjust CustomerKey, CustomerUserListFields, CustomerUserSearchFields and UserLogin to make it work. ________________________________ # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => Dynamics CRM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:mssqldynamics', User => 'OTRS', Password => 'xxx', Table => 'OTRSInfo', ForeignDB => 1, CaseSensitive => 1, }, CustomerKey => 'New_contactnumber',#unique key CustomerID => 'AccountNumber',#unter anderem fuer benutzer logins benutzt # CustomerUserListFields + CustomerUserSearchFields last field must be 'ContactEMail' ! CustomerUserListFields => ['ContactFirstName','ContactLastName','AccountName','New_contactnumber','ContactEMail'], # * CustomerUserSearchFields: This array is for the customer search * CustomerUserSearchFields => ['AccountNumber','AccountName','ContactEMail','New_contactnumber','ContactEMail'], CustomerUserNameFields => ['ContactSalutation','ContactLastName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die zuordnung nach mail eingang durchsuche nur nach email adresse * CustomerUserSearchListLimit => 250, CacheTTL => 1000, ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ['UserLogin', 'Username', 'New_contactnumber', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'AccountNumber', 0, 1, 'var'], ['V_GP_ParentAccount', 'GP_ParentAccount', 'ParentAccount', 1, 0, 'var'], ['V_GP_NAME', 'GP_NAME', 'AccountName', 1, 1, 'var'], ['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber', 1, 1, 'var'], ['V_GP_New_contactnumber', 'GP_New_contactnumber', 'New_contactnumber', 1, 1, 'var'], ['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName', 1, 1, 'var'], ['V_AP_NAME', 'AP_NAME', 'ContactLastName', 1, 1, 'var'], ['UserEmail', 'Email', 'ContactEMail', 1, 1, 'var'], ['V_GP_AccountId', 'GP_AccountId', 'AccountId', 0, 0, 'var'], ['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF', 'ContactSalutation', 0, 1, 'var'], ['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry', 1, 1, 'var'], ['V_GP_Region', 'GP_Region', 'AccountTerritory', 1, 0, 'var'], ['V_GP_AccountOwner', 'GP_AccountOwner', 'accountowner', 1, 0, 'var'], ], }; ________________________________ -Rick From: Rick Heisterhagen Sent: Donnerstag, 27. Juli 2017 11:41 To: 'otrs(a)lists.otrs.org' <otrs(a)lists.otrs.org> Subject: Issues changing "CustomerKey' for external Customer Backend Hi Everyone, I am currently using Microsoft Dynamics CRM as a Customer DB Backend, configuration as follows from my Config.pm. This makes it possible to directly assign customer data automatically as soon as a new ticket is created. In this case the email sender address of the customer is used to find the related data from CRM (map customer data). What I want to do now is to create customer user accounts directly in OTRS DB and use the email address as login. When trying to do this OTRS gives an error due to the fact that the same email address is used as login and 'CustomerKey' (CustomerKey => 'ContactEMail') for the CRM DB since OTRS takes all connected DB's in account when looking at the 'CustomerKey'. So, I was trying for CRM DB to change the CustomerKey to the CRM contact ID of the user account, referenced below as 'New_contactnumber'. But now the only information that gets automatically filled in the ticket is the 'CustomerID' but the other customer data remains empty until I manually set the customer again via ticket menu People > Customer, and that perfectly resolves the email address as before. The question is: Why doesn't OTRS fill the Customer Information automatically anymore? ________________________________ # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => 'Dynamics CRM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:mssqldynamics', User => 'OTRS', Password => 'xxxx', Table => 'OTRSInfo', ForeignDB => 1, CaseSensitive => 1, }, CustomerKey => 'New_contactnumber',#unique key CustomerID => 'AccountNumber', CustomerUserListFields => ['ContactFirstName','ContactLastName','AccountName','ContactEMail','New_contactnumber'], # * CustomerUserSearchFields: This array is for the customer search * CustomerUserSearchFields => ['AccountNumber','AccountName','ContactEMail','New_contactnumber'], CustomerUserNameFields => ['ContactSalutation','ContactLastName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die zuordnung nach mail eingang durchsuche nur nach email adresse * CustomerUserSearchListLimit => 250, CacheTTL => 1000, ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ['UserLogin', 'Username', 'New_contactnumber', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'AccountNumber', 0, 1, 'var'], ['V_GP_ParentAccount', 'GP_ParentAccount', 'ParentAccount', 1, 0, 'var'], ['V_GP_NAME', 'GP_NAME', 'AccountName', 1, 1, 'var'], ['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber', 1, 1, 'var'], ['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName', 1, 1, 'var'], ['V_AP_NAME', 'AP_NAME', 'ContactLastName', 1, 1, 'var'], ['UserEmail', 'Email', 'ContactEMail', 1, 1, 'var'], ['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF', 'ContactSalutation', 0, 1, 'var'], ['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry', 1, 1, 'var'], ['V_GP_Region', 'GP_Region', 'AccountTerritory', 1, 0, 'var'], ['V_GP_AccountId', 'GP_AccountId', 'AccountId', 0, 0, 'var'], ['V_GP_AccountOwner', 'GP_AccountOwner', 'accountowner', 1, 0, 'var'], ['V_GP_New_contactnumber', 'GP_New_contactnumber', 'New_contactnumber', 1, 1, 'var'], ], }; ________________________________ Regards, Rick

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Auto-reply as First Response Time
by Pedro Lobo 27 Jul '17

27 Jul '17

Hi everybody, Is there any way to have the auto-reply associated with a specific queue count as the first response for "First Response Time", or is that against the way OTRS works? Cheers, Pedro

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Issues changing "CustomerKey' for external Customer Backend
by Rick Heisterhagen 27 Jul '17

27 Jul '17

Hi Everyone, I am currently using Microsoft Dynamics CRM as a Customer DB Backend, configuration as follows from my Config.pm. This makes it possible to directly assign customer data automatically as soon as a new ticket is created. In this case the email sender address of the customer is used to find the related data from CRM (map customer data). What I want to do now is to create customer user accounts directly in OTRS DB and use the email address as login. When trying to do this OTRS gives an error due to the fact that the same email address is used as login and 'CustomerKey' (CustomerKey => 'ContactEMail') for the CRM DB since OTRS takes all connected DB's in account when looking at the 'CustomerKey'. So, I was trying for CRM DB to change the CustomerKey to the CRM contact ID of the user account, referenced below as 'New_contactnumber'. But now the only information that gets automatically filled in the ticket is the 'CustomerID' but the other customer data remains empty until I manually set the customer again via ticket menu People > Customer, and that perfectly resolves the email address as before. The question is: Why doesn't OTRS fill the Customer Information automatically anymore? ________________________________ # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => 'Dynamics CRM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:mssqldynamics', User => 'OTRS', Password => 'xxxx', Table => 'OTRSInfo', ForeignDB => 1, CaseSensitive => 1, }, CustomerKey => 'New_contactnumber',#unique key CustomerID => 'AccountNumber', CustomerUserListFields => ['ContactFirstName','ContactLastName','AccountName','ContactEMail','New_contactnumber'], # * CustomerUserSearchFields: This array is for the customer search * CustomerUserSearchFields => ['AccountNumber','AccountName','ContactEMail','New_contactnumber'], CustomerUserNameFields => ['ContactSalutation','ContactLastName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die zuordnung nach mail eingang durchsuche nur nach email adresse * CustomerUserSearchListLimit => 250, CacheTTL => 1000, ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ['UserLogin', 'Username', 'New_contactnumber', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'AccountNumber', 0, 1, 'var'], ['V_GP_ParentAccount', 'GP_ParentAccount', 'ParentAccount', 1, 0, 'var'], ['V_GP_NAME', 'GP_NAME', 'AccountName', 1, 1, 'var'], ['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber', 1, 1, 'var'], ['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName', 1, 1, 'var'], ['V_AP_NAME', 'AP_NAME', 'ContactLastName', 1, 1, 'var'], ['UserEmail', 'Email', 'ContactEMail', 1, 1, 'var'], ['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF', 'ContactSalutation', 0, 1, 'var'], ['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry', 1, 1, 'var'], ['V_GP_Region', 'GP_Region', 'AccountTerritory', 1, 0, 'var'], ['V_GP_AccountId', 'GP_AccountId', 'AccountId', 0, 0, 'var'], ['V_GP_AccountOwner', 'GP_AccountOwner', 'accountowner', 1, 0, 'var'], ['V_GP_New_contactnumber', 'GP_New_contactnumber', 'New_contactnumber', 1, 1, 'var'], ], }; ________________________________ Regards, Rick

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Detect perl error
by Santiago DIEZ 27 Jul '17

27 Jul '17

Hi, I'm new to OTRS as well as to Perl. I'm wondering how I can detect the failure in the function TicketMerge. Here is my script: ************************************** #!/usr/bin/perl use strict; use warnings; use utf8; use Kernel::System::ObjectManager; local $Kernel::OM = Kernel::System::ObjectManager->new(); my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket'); my $Success = $TicketObject->TicketMerge( MainTicketID => 1673, MergeTicketID => 1689123, UserID => 1, ) || die(); ************************************** Is this scenario, ticket id 1689123 does NOT exist and command TicketMerge fails but the script exits with success. How can I know when it fails? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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INSERT INTO customer_user
by Santiago DIEZ 26 Jul '17

26 Jul '17

Hi all, I installed otrs-5.0.20 from source 10 days ago and it works fine. Today I tried to add customer_user directly into the MySQL backend with: INSERT INTO customer_user ( login , email , customer_id , title , first_name , last_name , phone , fax , mobile , street , zip , city , country , comments , valid_id , create_time , create_by , change_time , change_by ) VALUES ( 'turlututu(a)chapeau.tu' , 'turlututu(a)chapeau.tu' , 'XXXX' , '' , 'Turlututu' , 'CHAPEAU' , '' , '' , '' , '' , '' , '' , '' , '' , 1 , NOW() , 2 , NOW() , 2 ); INSERT INTO customer_preferences (user_id , preferences_key , preferences_value) VALUES ('turlututu(a)chapeau.tu', 'UserGoogleAuthenticatorSecretKey', '' ) , ('turlututu(a)chapeau.tu', 'UserLanguage' , 'fr' ) , ('turlututu(a)chapeau.tu', 'UserRefreshTime' , '0' ) , ('turlututu(a)chapeau.tu', 'UserShowTickets' , '25' ); But the new users do not show in otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Does anyone knows why? Is there a better way to programmatically insert customer_user? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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Customer users based on email domain
by Pedro Lobo 25 Jul '17

25 Jul '17

Hi all, I'd like to know if it's possible, and if so, how would I do the following: We're setting up OTRS for our internal use and to provide IT support to a few customers. All communication will be done via email, both creating and replying to tickets and therefore, we have no real need of customers accessing the customer portal. I would however like to associate each new user email with a customer id. So, users that create a ticket from me(a)acme.co are assigned to Acme Co. Users from me(a)evil.corp are assigned to Evil Copr. etc. Is this possible of to I have to manually create a customer user and associate it with a customer ID for Acme and Evil Corp.? Cheers, Pedro

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ticket mails wrong link url
by Nico Bouthoorn 25 Jul '17

25 Jul '17

I'm sorry if this question is asked to many times, couldn't find the answer with a search. How do i change the url or the base url in the mails send for example by escalation: https://otrs//otrsindex.pl?Action=AgentTicketZoom;TicketID=34534 Missing a slash between otrs and index.pl Thanks, Nico -- Nico Bouthoorn System Administrator RedSocks Security P: +31 (0)88 13 33 333 M: +31 6 23391101 W: redsocks.eu A: Laan van Nieuw-Oost Indie 133f 2593 BM Den Haag, The Netherlands This message contains information that may be privileged or confidential and is the property of RedSocks BV. It is intended only for the person to whom it is addressed. If you are not the intended recipient,you are not authorized to read, print, retain, copy, disseminate, distribute, or use this messageor any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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