August 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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Proxying OTRS Customer Portal
by DHilsbos＠performair.com 06 Sep '18

06 Sep '18

All; I'm going to be setting up a new OTRS 6 instance with the customer portal facing the Internet. For security purposes I will be reverse proxying the customer portal, over HTTPS, using nginx. The default installation of OTRS has the customer portal at <hostname>/otrs/customer.pl, since I will be reverse proxying anyway, I'd like this to appear at <hostname>/. Are there any special directives I should include in the nginx reverse proxy configuration to smooth this setup? Has anyone done this before, and would be willing to give me some pointers? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 610-3500 Fax: (480) 610-3501 www.PerformAir.com

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REMOTE_USER not available for HTTPBasicAuth
by Jason Haar 24 Aug '18

24 Aug '18

Hi there I'm wanting to protect otrs behind a SSO apache module (auth_openidc). That module sets a bunch of environment variables that I can see via a PHP script - including of course REMOTE_USER. But otrs doesn't seem to see REMOTE_USER. I'm using the latest "OTRS Patch level 10" release for CentOS-7. It works fine in standard mode - but trying to flip it to HTTPBasicAuth just causes it to trigger "Login failed! Your user name or password was entered incorrectly". I then created /opt/otrs/bin/cgi-bin/test.pl to just print out all env variables, and I can see REMOTE_ADDR, SCRIPT_NAME - but not REMOTE_USER I then copied that perl CGI to /var/www/cgi-bin, and running that *does* show REMOTE_USER. So the config for otrs is different? I haven't touched CGI before so I'm at a loss to figure out what's gone wrong. Does the otrs install strip it out or something? The install seems to use mod_perl (I can see MOD_PERL defined) - but /var/www/cgi-bin does not use mod_perl (that var isn't showing) - so I suspect that's involved - but I don't know how... Any ideas? Thanks -- Cheers Jason Haar Information Security Manager, Trimble Navigation Ltd. Phone: +1 408 481 8171 PGP Fingerprint: 7A2E 0407 C9A6 CAF6 2B9F 8422 C063 5EBB FE1D 66D1

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Ticket Process do not add attachments
by Alvaro Cordero 23 Aug '18

23 Aug '18

Hello, I am using otrs-community version 6.0.10 with some processes configured. My installation es running on CentOS 7.5. with apache and MariaDB. My ArticleStorge Module is set to File System. I found out that when creating a Ticket Process or using any of the AD, even if I can choose an attachment it does not get attached to the Ticket. I can use a regular note screen and add attachments. Has anyone seen this issue before. I don't see any logs on this issue. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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OTRS 6.0.10 - Survey - Missing parameter Year
by Matthias Weigel 21 Aug '18

21 Aug '18

Hello, after I successfully migrated from OTRS 5.0.23 to OTRS 6.0.10, I also upgraded the ITSM and the Survey module to the latest versions. All needed perl modules are fine and properly installed. Now I receive the following errors: Subject: OTRS Scheduler Daemon Cron: SurveyRequestsSend ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend-10 Perl: 5.20.2 OS: linux Time: Tue Aug 7 19:20:07 2018 Message: Missing parameter Year. Traceback (30907): Module: Kernel::System::DateTime::_CPANDateTimeObjectCreate Line: 1846 Module: Kernel::System::DateTime::new Line: 151 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Survey::Request::RequestSend Line: 470 Module: Kernel::System::Console::Command::Maint::Survey::RequestsSend::Run Line: 136 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: 232 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: bin/otrs.Daemon.pl Line: 137 ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend-10 Perl: 5.20.2 OS: linux Time: Tue Aug 7 19:20:07 2018 Message: Error creating DateTime object. Traceback (30907): Module: Kernel::System::DateTime::new Line: 154 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Survey::Request::RequestSend Line: 470 Module: Kernel::System::Console::Command::Maint::Survey::RequestsSend::Run Line: 136 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: 232 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: bin/otrs.Daemon.pl Line: 137 It seems like the Survey Module can't determine the Year to use? Did anyone ever run into the same problem? Thanks in advance. Cheerio -- Matthias Weigel -- --------------------------------------------- Headquarters: Berlin, Potsdamer Platz 11 in 10785 Berlin Geschäftsführer: Robin Behlau (CEO), Mathias Klement, Frank Moser Beiratsvorsitzender: Mario Kohle Amtsgericht Charlottenburg: HRB 114881B Ust-ID.: DE261092767 --------------------------------------------- Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet.

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create new link types
by Marcin Chmielewski 15 Aug '18

15 Aug '18

Hi I'm looking for information - is there possibilty to create my own link types in Otrs ? I'm using version 5s with itsm modules. Marcin

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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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OTRS 6 - problems with getting auto-responses sent as expected
by Stanford, Philip N. 03 Aug '18

03 Aug '18

We've recently moved from an ancient 3.0 version of OTRS to 6.0.10 (+ ITSM). Following this move, we're having problems getting auto-responses generated from some inbound emails. All our emails are handled by OTRS from a single IMAP mailbox, but arrive at that mailbox from a series of routes and with different 'To:' addresses. OTRS uses the System Email address to dispatch to a particular queue, and that queue has auto responses set. For some inbound messages we also use Postmaster Filters to direct tickets to particular queues, and set X-OTRS-Loop to 'true' where relevant to stop auto-responses. Some of our mails arrive at the OTRS mailbox after being redirected via an Office 365 mailbox, and it's these mails that are no longer generating an auto-response - this used to work on the OTRS 3.0 system. Instead, when looking at the ticket history, we are seeing this information message: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence header) (Misc) However, as far as we can tell, no postmaster filters are being invoked, and this inbound email doesn't have any headers that would seem to trigger this behaviour. There's certainly no X-OTRS-Loop header, or 'Precedence' header. I've sanitised the received headers for a an email that triggers this behaviour - I've removed the header values but the attached file shows what headers are included. If a mail is directed straight at the OTRS mailbox rather than having to be re-directed via the Office 365 mailbox, the auto-responses get generated as expected (unless intentionally blocked by a postmaster filter). This suggests that maybe Office 365 is putting in some extra headers that trigger the warning. 1) Is there any way to check whether any postmaster filters ARE being invoked for a specific ticket - this used to be in the logs but I can't spot it in the OTRS 6 communication logs or elsewhere. 2) Is there any obvious header in the attached file that might trigger this issue? 3) Is there any Sysconfig option that might alter this behaviour? Thanks Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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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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