July 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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3.x upgrade path question
by Mike Morris 01 Aug '18

01 Aug '18

Hi All, /I've been pretty much lurking on this list for years... and am embarrassed to admit this, but:/ I have a 3.3.6 installation that I'm finally turning my attention toward upgrading. I want to migrate from an in-house server to a cloud hosted one in the process, so I don't need (want) to do a series of in-place upgrades if I don't have to. Questions: * Can I collect the DB upgrade scripts for all versions between 3.3.6 and current 6.x, run the upgrade scripts sequentially against my DB, and then just copy the DB into place on a brand new 6.x installation and have it work? o A bit of an over simplification... I know I've got to copy over the ZZZAuto.pm files necessary with any upgrade. o I have no custom Output "skins", but use plenty of Response Templates. Any other Config file system worries? * I am using external storage (Ticket::StorageModule = ArticleStorageFS) for attachments. The path to FS storage would (possibly) change on a new host. Am I right that properly setting the "ArticleDir" value will make this transparent? Thanks in advance, MikeM

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upgrade from 5.0.x to 6.0.8, stuck on a query
by Matteo Sgalaberni 24 Jul '18

24 Jul '18

Hello, I'm simulating the upgrade to 6.0.8 with postgresql. During the DB-update-to-6 script I see : - Error: The following sequences with possible wrong names have been found. Please rename them manually. pop3_account_id_seq standard_response_id_seq standard_response_attachment_id_seq system_user_id_seq ticket_link_ticket_id_master_seq ticket_link_ticket_id_slave_seq How I have to rename to? is it documented in some way this? - the process remain stuck on: Requirement check for: Create entries in new article table ... I see that the script it's waiting a running a query: SELECT COUNT(article_flag.article_id) FROM article_flag WHERE (article_flag.article_id NOT IN (SELECT article.id FROM article)) OR (article_flag.article_id IN (SELECT article.id FROM article WHERE article.ticket_id NOT IN (SELECT ticket.id FROM ticket))) the query it's running since over two hour... I digged...this is the planner of the query: QUERY PLAN ------------------------------------------------------------------------------------------------- Aggregate (cost=18890210286.49..18890210286.49 rows=1 width=8) -> Seq Scan on article_flag (cost=9800.98..18890209735.48 rows=220403 width=8) Filter: ((NOT (SubPlan 1)) OR (SubPlan 3)) SubPlan 1 -> Materialize (cost=0.00..63789.83 rows=545989 width=8) -> Seq Scan on article (cost=0.00..58926.89 rows=545989 width=8) SubPlan 3 -> Materialize (cost=9800.98..72524.81 rows=272994 width=8) -> Seq Scan on article article_1 (cost=9800.98..70092.84 rows=272994 width=8) Filter: (NOT (hashed SubPlan 2)) SubPlan 2 -> Seq Scan on ticket (cost=0.00..9183.58 rows=246958 width=8) (12 rows) my article table it's 646MB and contain 500k records. It's not so huge but this query seems not optimised in order to work fast on this scenario. What do you suggest to speedup the process? Thanks Matteo

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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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Delete attachments
by PREF31 OTRS 18 Jul '18

18 Jul '18

Hi, I have too many attachments on my database. Can I delete oldest attachments directly on the hard drive? I did a test and it seam correct but your views will help me. Thanks and best regards. Claude Pour une administration exemplaire, préservons l'environnement. N'imprimons que si nécessaire.

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OTRS 5 - Hiding fields from Create New Phone Ticket screen
by Willian Silva 17 Jul '18

17 Jul '18

Hi guys. How can I hide fields like: Service, SLA, Owner, Responsible from the new phone ticket screen ? I wanna hide this for certain agents / roles. Is it possible ? Best regards, Willian Silva.

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Re: [otrs] Mapping a single user acct to multiple Customer Orgs?
by LQ Marshall 11 Jul '18

11 Jul '18

On 7/11/18 05:45 (GMT-05:00) TC said....We have a user that would like to be able to view OTRS tickets from 2 different projects/orgs. Q: Is there a way to associate a user acct to more than one Customer org ? Been a while since setting this up but the following link should help get you started... https://forums.otterhub.org/viewtopic.php?f=60&t=7531&p=29632#p29632 L. Marshall One's strength is only determined when the challenge seems overwhelming. null

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Mapping a single user acct to multiple Customer Orgs?
by TC 11 Jul '18

11 Jul '18

We have a user that would like to be able to view OTRS tickets from 2 different projects/orgs. Q: Is there a way to associate a user acct to more than one Customer org ? Thanks in advance for any hints on how to do this !

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