November 2018 - 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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Merge tickets that start with same string
by William Edwards 30 Nov '18

30 Nov '18

I have imported tickets from our previous ticket system into OTRS. Every single reply is its own ticket with one article right now. I need to merge these replies together into the tickets that they are about to complete the migration. Each ticket starts with a ticket number. Looking at the ticket number and merging every ticket that starts with that in the subject would do the trick. Before I start typing this: has anyone made a tool to achieve this before so I don’t have to reinvent the wheel?

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Issue with Calendar Overview after migrating from centos6 to centos7
by Raul Ferreira 21 Nov '18

21 Nov '18

Hi, I am upgrading from otrs5/centos6 to otrs6/centos7. For the first step i've instaled the new centos7 server with the same otrs version (5.0.17) Then i restored the configuration/data from the old centos6 server to the new server and all the things seem to be ok. The only strange thing is that "calendar overview" don´t display any appointment, but i can see them on the "agenda overview". All the required modules are instaled in the new centos7 server. Has anyone had a similar situation? Best regards, Raul Ferreira

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Re: [otrs] Stored search with only one parameter
by Rick Heisterhagen 21 Nov '18

21 Nov '18

Hello Ralf, You can use the search attribute " CustomerUserID". Alternatively use "MIMEBase_From" when searching for tickets that have articles form that sender. Check out "/index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketSearch" for all attributes. /index.pl?Action=AgentTicketSearch;Subaction=Search;MIMEBase_From=Ralf.Hildebrandt(a)charite.de /index.pl?Action=AgentTicketSearch;Subaction=Search;CustomerUserID =Ralf.Hildebrandt(a)charite.de Regards, Rick ------------------------------ Message: 3 Date: Thu, 15 Nov 2018 13:26:49 +0100 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)otrs.org Subject: [otrs] Stored search with only one parameter Message-ID: <20181115122649.GA17253(a)charite.de> Content-Type: text/plain; charset=utf-8 Is iit possible to create a URL in such a way that a special parametrized search is perfromend within OTRS? I'd lie to link from a webpage to something like: https://otrs.charite.de?Ralf.Hildebrandt@charite.de and that should display all tickets in the queue XYZ and customeruser == Ralf.Hildebrandt(a)charite.de -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 ------------------------------ Message: 4 Date: Tue, 20 Nov 2018 11:39:01 +0100 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)lists.otrs.org Subject: Re: [otrs] [ext] Stored search with only one parameter Message-ID: <20181120103901.GI6169(a)charite.de> Content-Type: text/plain; charset=utf-8 * Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de>: > Is iit possible to create a URL in such a way that a special > parametrized search is perfromend within OTRS? > > I'd like to link from a webpage to something like: > > https://otrs.charite.de?Ralf.Hildebrandt@charite.de > > and that should display all tickets in the queue XYZ and customeruser > == Ralf.Hildebrandt(a)charite.de Anybody? -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 ------------------------------ Subject: Digest Footer --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs ------------------------------ End of otrs Digest, Vol 122, Issue 2 ************************************

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Stored search with only one parameter
by Ralf Hildebrandt 20 Nov '18

20 Nov '18

Is iit possible to create a URL in such a way that a special parametrized search is perfromend within OTRS? I'd lie to link from a webpage to something like: https://otrs.charite.de?Ralf.Hildebrandt@charite.de and that should display all tickets in the queue XYZ and customeruser == Ralf.Hildebrandt(a)charite.de -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Can I use upgraded DB on new code install?
by Mike Morris 09 Nov '18

09 Nov '18

Hi, I have an old (3.x) installation that I want to migrate to current 6.x. Can I run the DB upgrade scripts from all intermediate versions against my database, and then expect that upgraded database to work on a brand new installation? (Assuming I handle migration of the config files to the new install, of course.) I don't see why this wouldn't work, but thought I should at least ask the experts... Thanks in advance, Mike Morris

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AUTOREPLY otrs Digest, Vol 122, Issue 1
by baer＠opm-computer.de 09 Nov '18

09 Nov '18

Sehr geehrte Damen und Herren, in der Zeit vom 02.11.2018 bis einschließlich 18.11.2018 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: Mysql Timeouts? (=?UTF-8?B?TFEgTWFyc2hhbGw=?=) 2. Fail to update DB to 6 (Alvaro Cordero) 3. Can I use upgraded DB on new code install? (Mike Morris) 4. Re: Can I use upgraded DB on new code install? (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Mon, 29 Oct 2018 12:10:31 -0700 From: "=?UTF-8?B?TFEgTWFyc2hhbGw=?=" <qmarshall(a)iNetSpace.net> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] Mysql Timeouts? Message-ID: <mailman.1009.1541737606.22665.otrs(a)lists.otrs.org> Content-Type: text/plain; charset="utf-8" MartinExamine Mysql for connectivity/performance issues - Check mysql logs.L.Q. MarshallOne's strength is only determined when the challenge seems overwhelming.<div> </div><div> </div><div>-------- Original message --------</div><div>From: Hochreiter Martin <martin.hochreiter(a)fhstp.ac.at> </div><div>Date: 10/29/18 07:46 (GMT-07:00) </div><div>To: otrs(a)lists.otrs.org </div><div>Subject: [otrs] Mysql Timeouts? </div><div> </div> Dear members, I have a strange syslog on Ubuntu 18.04: otrs Aborted connection XXX to db: Got timeout reading communication OTRS seems to be working - how can I solve that? Kind regards _____________________ DI (FH) Martin Hochreiter --------------------------------------------------------------------- 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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Fail to update DB to 6
by Alvaro Cordero 02 Nov '18

02 Nov '18

Hello, I am running a migration process of an OTRS 5.0.30 to OTRS 6.0.12 on CentOS 7 with MariaDB and during DB-Migrate-to-6 execution I get the following error. The first time I ran, it told me there were some orphaned articles and some orphaned tags and asked to delete them. I tried reloading the original Database and those orphaned messages disappeared but It keeps giving the error. Step 29 of 42: Post changes on article related tables ... [Fri Nov 2 21:07:29 2018] DBUpdate-to-6.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-955_4c109`, CONSTRAINT `FK_article_data_mime_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-1 Perl: 5.16.3 OS: linux Time: Fri Nov 2 21:07:29 2018 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs`.`#sql-955_4c109`, CONSTRAINT `FK_article_data_mime_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)), SQL: 'EXECUTE FKStatement' Traceback (123074): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 394 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_UpdateArticleDataMimeTable Line: 286 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 52 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-1 Perl: 5.16.3 OS: linux Time: Fri Nov 2 21:07:29 2018 Message: Error during execution of 'EXECUTE FKStatement'! Traceback (123074): Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 397 Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 342 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::_UpdateArticleDataMimeTable Line: 286 Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run Line: 52 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: scripts/DBUpdate-to-6.pl Line: 87 Not possible to complete migration, check previous messages for more information. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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