September 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 Responses not send for ticket creation
by Sujeeva Tissaarachchi 18 Sep '17

18 Sep '17

Dear Friends, I have an issue in Auto Responses only for "default reply (after new ticket has been created)" It send all the emails but not this. Error I found in the "SchedulerTaskWorkerERR.log" is: Quote[Wed Sep 13 05:06:57 2017] otrs.Daemon.pl: Net::SMTP: Unexpected EOF on command channel at /opt/otrs/Kernel/System/Email/SMTP.pm line 170ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-65 Perl: 5.10.1 OS: linux Time: Wed Sep 13 05:06:57 2017 Message: Can't send message: 354End data with <CR><LF>.<CR><LF>Unquote Can anyone give me a clue to resolve this issue Best Regards, Sujeeva Tissaarachchi

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AUTOREPLY otrs Digest, Vol 108, Issue 3
by baer＠opm-computer.de 14 Sep '17

14 Sep '17

Sehr geehrte Damen und Herren, in der Zeit vom 14.09.2017 bis einschließlich 03.10.2017 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre E-Mail 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. Re: auto-login for customers (Sujeeva Tissaarachchi) 2. Auto Responses not send for ticket creation (Sujeeva Tissaarachchi) 3. Re: Auto Responses not send for ticket creation (Kuss Reinhard) 4. Re: Auto Responses not send for ticket creation (?r Bal?zs) ---------------------------------------------------------------------- Message: 1 Date: Sat, 9 Sep 2017 14:32:13 +0000 (UTC) From: Sujeeva Tissaarachchi <sujeeva_t(a)yahoo.com> To: Matteo Sgalaberni <sgala(a)sgala.com>, "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] auto-login for customers Message-ID: <1408979862.504333.1504967533833(a)mail.yahoo.com> Content-Type: text/plain; charset="utf-8" Hi Matteo, Did you think about AD/LDAP integration in OTRS? www.youtube.com/watch?v=7iAcNjIi2Bo ?Best Regards, Sujeeva Tissaarachchi? From: Matteo Sgalaberni <sgala(a)sgala.com> To: otrs(a)lists.otrs.org Sent: Friday, 25 August 2017, 22:14 Subject: [otrs] auto-login for customers 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Re: [otrs] Auto Responses not send for ticket creation
by Kuss Reinhard 13 Sep '17

13 Sep '17

Hi Sujeeva, your mail needs a single dot („.“) at the end of the mail-message on a line for itself. This is the “end-mark” for every mail. If you send a mail from commandline on linux (or any *nix-system..), you end this mail with a single period at the beginning of a line, followed by <CR><LF>. Hence the “unexpected EOF” encountered in your error message. Regards, Reinhard Gesendet: Mittwoch, 13. September 2017 01:58 Betreff: [otrs] Auto Responses not send for ticket creation I have an issue in Auto Responses only for "default reply (after new ticket has been created)" It send all the emails but not this. Error I found in the "SchedulerTaskWorkerERR.log" is: Quote [Wed Sep 13 05:06:57 2017] otrs.Daemon.pl: Net::SMTP: Unexpected EOF on command channel at /opt/otrs/Kernel/System/Email/SMTP.pm line 170 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-65 Perl: 5.10.1 OS: linux Time: Wed Sep 13 05:06:57 2017 Message: Can't send message: 354End data with <CR><LF>.<CR><LF> Unquote

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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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Require urgent help on Multi Front End related issue in OTRS
by sapna kapoor 06 Sep '17

06 Sep '17

Dear Team, I have tried loading OTRS on two web servers and one Database server for load balancing. One web server ( say Server1 ) was already operational, so I wanted to do another installation on 2nd web server (Server2). For that I made changes in installer.pm, so that it skips the check for already existing data base. The installation was done but I found that there is some problem with database consistency. e.g. a new Role added from Server2 is visible on Server 1 after a time lag of 3-4 minutes and similarly for Dynamic Fields . But rest of the functionality like agent, group, queue, tickets is working fine. Kindly guide what I need to do for multi front end installation to work in Load Balancing mode. I am stuck up in this problem since long Regards, Sapna Kapoor

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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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