August 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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auto-login for customers
by Matteo Sgalaberni 09 Sep '17

09 Sep '17

Hello, I would like to auto-login into "customer.pl" by clicking on a link on an our CRM. I see that a quick way is it passing user/pass to the URL, but it's not a security best practice. Should be correct to obtain a auto-login without: - storing the password on the source system - passing it to the URL I searched on the documentation and found nothing. Does exist a native way to perform this or not? Thanks Matteo

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fetchmail log
by Susan Dittmar 05 Sep '17

05 Sep '17

Hi folks, does OTRS by default log fetched mails? If so, where? Thanks in advance, Susan

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GenericInterface REST JSON format question
by a b 30 Aug '17

30 Aug '17

Hello, OTRS 5.0.22 + ITSM There is a ConfigItem and the following definition: [...] { Key => 'GI_item', Name => 'Example item', Searchable => 1, Input => { Type => 'Dummy', }, CountMin => 1, CountDefault => 1, CountMax => 1, Sub=>[{ Key => 'GI_subitem', Name => 'Example subitem', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Something::SomeItem', }, CountMin => 1, CountMax => 5, CountDefault => 1, }] }, [...] What is the correct JSON format to describe this object in a GenericInterface REST POST request? My first try was: [...] "GI_item": [ { "GI_subitem": "subitem1" }, { "GI_subitem": "subitem2" } ], [...] But that is no good: { "Error": { "ErrorCode": "ConfigItemCreate.InvalidParameter", "ErrorMessage": "ConfigItemCreate: ConfigItem->CIXMLData->GI_item parameter repetitions is higher than the maxium value!" } } "GI_item": { ????????????? }, Changing the definition a bit works around the problem: { Key => 'GI_item', Name => 'Example Item', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Something::SomeItem', }, CountMin => 1, CountDefault => 1, CountMax => 5, }, REST POST request is accepted: [...] "GI_item": [ "item1", "item2" ], [...] Thank you very much! Pieter

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Notify when a ticket is reopened
by Carlos Alberto Diana 29 Aug '17

29 Aug '17

How can I send a Notification to user, when he answers an email that informs him that the ticket is closed, saying him that current state is again open? (due to his reply) Thanks in advance CARLOS ALBERTO DIANA SUBGERENTE DE TECNOLOGÍA Y SERVICIOS [cid:image006.png@01D320EA.DF95AA00] Ricardo Gutiérrez 3647 (b1605ehc) Buenos Aires - Argentina [cid:image007.png@01D320EA.DF95AA00] +541147218911 [cid:image008.png@01D320EA.DF95AA00] +5491121562056 [cid:image009.png@01D320EA.DF95AA00] www.makro.com.ar<http://www.makro.com.ar> [cid:image010.png@01D320EA.DF95AA00] ________________________________ ___________________________________________________________________ IMPORTANTE: El texto, documentos y archivos que acompañan a esta transmisión, contienen información confidencial la cual es legalmente secreta. Esta información puede ser usada únicamente por el destinatario cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta transmisión por error, notifíquenos inmediatamente por esta misma vía, y borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta nota, que cualquier divulgación, copia, distribución o toma de cualquier acción derivada de la información confiada en esta transmisión, queda estrictamente prohibido, el incumplimiento de esto genera responsabilidad legal. IMPORTANT: The text, documents and files attached to this transmission contain confidential information that must be kept secret by law. This information is for the exclusive use of the specified recipient whose name appears in this transmission. If you have received this message by mistake, please notify us immediately by return e-mail and delete the file and its attachments. You are hereby notified that any dissemination, copying, distribution or adoption of any action arising from the confidential information contained herein is strictly prohibited. Any violation will be penalized by law. ___________________________________________________________________

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JavaScriptError: Cannot call method 'Init' of undefined
by Mimiko 25 Aug '17

25 Aug '17

Hello. I use otrs v.5.0.12. I install ITSM-5.0.22 and have following error when customer opens its ticket: [ERROR] JavaScriptError: Cannot call method 'Init' of undefined CommonJS_15960b24f3865ce266849a98b48306a5.js:1066 [STACKTRACE] (?)()@http://ticket.domain.com/otrs/customer.pl?Action=CustomerTicketZoom;TicketNumber=2017082410000033:528:21 HTMLDocument.TargetNS.Ready@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1136:120 n.Callbacks.j@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:26925 Object.n.Callbacks.k.fireWith [as resolveWith]@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:27738 Function.n.extend.ready@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:29532 HTMLDocument.I@http://ticket.domain.com/otrs-web/js/js-cache/CommonJS_15960b24f3865ce266849a98b48306a5.js:1:29723 CommonJS_15960b24f3865ce266849a98b48306a5.js:1066 Uncaught TypeError: Cannot call method 'Init' of undefined CommonJS_15960b24f3865ce266849a98b48306a5.js:1084 The same happens with ITSM-5.0.11 If I uninstall ITSMIncidentProblemManagement package, this problem does not appear.

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Agent Notifications Still Appears after Upgrade to OTRS 5
by Saunders, Eric 22 Aug '17

22 Aug '17

I recently completed a test upgrade from 4.0.24. -> 5.0.22. Following the upgrade, the Agent Notifications menu still appears in the Agent Dashboard. Ticket Notifications is also listed and Agent Notifications from version 4 were successfully migrated. When I attempt to open Agent Notifications in version 5 it throws this error: Module Kernel/Modules/AdminNotification.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) Any insights appreciated. Thanks, +Eric

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URL for 7 Day Stats
by Parag Bhalerao 22 Aug '17

22 Aug '17

Hello friends, I want to display 7 day stats in other dashboard where lot of other details are displayed. Is there a way to call following dashboard into some other webpage? [cid:image001.png@01D31A95.3C382C80] I only want this dashboard, not the entire agent page. Thanks in advance… GoodWills Parag Bhalerao

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Navigation problem.
by André Cavalcante 11 Aug '17

11 Aug '17

Hello everyone, After upgrading from OTRS 4 to OTRS 5 we ran into a navigation problem. If I have an associated item like a IC from CMDB or other ticket, and I click on it, the menu stops working and I have to use the browser"a navigation. Any hints? Thanks André Last login: Wed Aug 9 15:07:23 2017 from 10.5.5.18 [root@camacari ~]# su - otrs -bash-4.1$ bin/otrs.Console.pl Admin::Package::List Listing all installed packages... +----------------------------------------------------------------------------+ | Name: Customer Message of the day | Version: 0.9.9 | Vendor: Artjoms Petrovs @ UCB | URL: http://P.Artijs <http://p.artijs/> | License: GNU GENERAL PUBLIC LICENSE Version 2, June 1991 | Description: A module, which allows to show a custom message of the day to a customer +----------------------------------------------------------------------------+ | Name: FAQ | Version: 5.0.9 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The FAQ/knowledge base. +----------------------------------------------------------------------------+ | Name: GeneralCatalog | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The General Catalog package. +----------------------------------------------------------------------------+ | Name: ImportExport | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The ImportExport package. +----------------------------------------------------------------------------+ | Name: ITSM | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM bundle package. +----------------------------------------------------------------------------+ | Name: ITSMChangeManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Change Management package. +----------------------------------------------------------------------------+ | Name: ITSMConfigurationManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Configuration Management package. +----------------------------------------------------------------------------+ | Name: ITSMCore | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Core package. +----------------------------------------------------------------------------+ | Name: ITSMIncidentProblemManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Incident and Problem Management package. +----------------------------------------------------------------------------+ | Name: ITSMServiceLevelManagement | Version: 5.0.22 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: The OTRS::ITSM Service Level Management package. +----------------------------------------------------------------------------+ | Name: Survey | Version: 5.0.4 | Vendor: OTRS AG | URL: http://otrs.org/ | License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 | Description: A customer survey tool. +----------------------------------------------------------------------------+ Done. -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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