June 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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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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How to add Dynamicfields to Tickets recived through mail
by Karlos Jelez 06 Aug '18

06 Aug '18

Hi guys, I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme when agent start the ticket. My question is how to add Dynamicfields to Tickets recived through mail? Thanks a lot Karlos

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can't login after Update (OTRS 5 > 6)
by Soeren Fritsche 23 Jul '18

23 Jul '18

After updating from OTRS 5 to OTRS 6 we can't login. The login button ist not responding. here some lines from the Errorlog: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-11 Perl: 5.22.1 OS: linux Time: Mon Jan 8 16:52:02 2018 Message: CommunicationLog(ID:312,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:608)::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed Traceback (1511): Module: Kernel::System::CommunicationLog::_LogError Line: 538 Module: Kernel::System::CommunicationLog::ObjectLog Line: 306 Module: Kernel::System::MailQueue::_SendError Line: 853 Module: Kernel::System::MailQueue::Send Line: 689 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 143 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs//bin/otrs.Daemon.pl Line: 137

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hash value in otrs.Console.pl
by carlos calvo 02 Jul '18

02 Jul '18

Hi! i am running OTRS 6.0.8 and trying to setting things up over the console utility, otrs.Console.pl I would like to configure a value in one of the parameters " Ticket::Frontend::AgentTicketCompose###DynamicField", but OTRS keeps complaining about the value type not being a hash. *Does anyone has an idea how to provide a hash value over this interface. I've tried several options but none did really worked out.* > [otrs@bss-otrs bin]$ perl ./otrs.Console.pl Admin::Config::Update > --setting-name Ticket::Frontend::AgentTicketCompose###DynamicField --value > "(AgentID => '1')" > Updating setting value... > ERROR: OTRS-otrs.Console.pl-Admin::Config::Update-15 Perl: 5.16.3 OS: > linux Time: Sat Jun 30 00:50:06 2018 > * Message: Setting Ticket::Frontend::AgentTicketCompose###DynamicField > Effective value is not correct: Its not a hash!* > Traceback (31978): > Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3483 > Module: Kernel::System::Console::Command::Admin::Config::Update::Run > Line: 170 > Module: (eval) Line: 461 > Module: Kernel::System::Console::BaseCommand::Execute Line: 454 > Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 > Module: ./otrs.Console.pl Line: 38 > Error: Deployment failed! Br&Tx Carlos.

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New Ticket Category View -- Add Owner Field
by Johnnie Rucker 28 Jun '18

28 Jun '18

OTRS 6 Community, Is there a way to show the "Owner" field on the New Tickets dashboard view? Currently the dashboard shows the Ticket#, Age, Title. I want to add the "Owner" category field to show if the ticket has been assigned to an individual. Please help. Thanks! Thank You, Johnnie Rucker General Manager (954) 379-3201 - Office (FL) (787) 520-9528 - Office (Puerto Rico) <http://encoreglobalsolutions.com/> http://encoreglobalsolutions.com/

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Filter of owners in view of tickets by states
by Ing. Jesus Rivera 21 Jun '18

21 Jun '18

Good morning, how do I operate the Owners filter in the ticket view by states? When I try to filter it, it appears blank. -- ------------------------- ING. JESÚS RIVERA TEL: 0426-4840899 DIRECCIÓN DE AIT RESPONSABLE DEL DEPARTAMENTO DE SEGURIDAD DE LA INFORMACIÓN

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OTRS tag list
by Alexis HAUSER 19 Jun '18

19 Jun '18

Hi, Is there a place with a list of OTRS tags (for example for signature) ? Is it possible to create custom tags ? For example, Iike would like the LDAP attributes of agents location (UserCity) and show it in agent signatures. Regards

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Error after updating OTRS 6.0.8 from 5.0.23
by Alvaro Cordero 15 Jun '18

15 Jun '18

Hello, Recently I upgraded OTRS to latest from a previous OTRS 5.23. Everything seemed to go fine and easy, but now I am doing some tests and after I create a Ticket I get an Internal Server Error and the following message [Fri Jun 15 10:43:02.953674 2018] [:error] [pid 9867] Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 729.\n Ticket gets created and it is shown in the Dashboard, but cannot access it. Has anyone seen this before. I am running OTRS 6.0.8 on CentOS 7 with Mysql. Currently a test system with less than 100 tickets, I ran a Ticket Delete Process and reset Ticket Counter.log. I looked in another system with OTRS 5 and it does have a reference to that method into TIcket Modules. Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Statistics with text dyanmic field
by Nick Bright 12 Jun '18

12 Jun '18

Greetings, I've added some dynamic fields to my tickets which come in from email. These match a header in the email, then place that text string into the dynamic field based on the header name. This data is then displayed on the Ticket Information panel. I would like to take this a step further, and produce a statistics report that would collate how many tickets have each unique string value. The string values are a specific value domain (representing 'referral reason'). Thus I would like to know in statistics, how many tickets were "Reason #1", how many were "Reason #2" and so on (within the framework of the other parameters, such as dates, queues, etc). So far, I have only been able to find information stating "you can use dynamic fields with stats" and "they just show up", but my fields are not just "showing up". What further configuration is required to utilize these fields? Thank you, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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