February 2019 - 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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OTRS 6 / AutoMerge by Regex search
by Ml Ml 28 Feb '19

28 Feb '19

Hello again, we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic". Right now, i have to manually search for the existing ticket and merge it. How can i automate this? With the Postfilter or Generic Agent? A simple example would be awsome. Cheers, Mario

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Access to attachments in a ticket?
by Ralf Hildebrandt 26 Feb '19

26 Feb '19

I defined a webservice to access tickets via the API. While this seems to work, I'm having problems accessing the attachments in a ticket: % curl -X POST --data '{"Data": [{"Attachments": "1"}]}' \ https://otrs.charite.de/otrs/nph-genericinterface.pl/Webservice/TicketConte… {"Ticket":[{"EscalationResponseTime":0,"Queue":"Proxy","Priority":"3 normal", "RealTillTimeNotUsed":0,"TicketID":273955,"OwnerID":3,"StateID":4,"StateType":"open", "ArchiveFlag":"n","LockID":1,"Lock":"unlock","PriorityID":3,"QueueID":13,"EscalationTime":0, "CustomerUserID":"mfleisch","Owner":"hildeb","Type":"default", "TicketNumber":"2019021810000883","Changed":"2019-02-21 14:28:59","ChangeBy":1,"SLAID":"", "EscalationUpdateTime":0,"EscalationSolutionTime":0,"UnlockTimeout":1550755739,"Age":610639, "Responsible":"root","Title":"python/pyinstaller","CreateBy":1,"UntilTime":0,"ServiceID":"", "CreateTimeUnix":1550498200,"GroupID":1,"Created":"2019-02-18 14:56:40","State":"open", "ResponsibleID":1,"TypeID":1,"CustomerID":"marxxxxxeischer(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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FullTextSearch
by Salač, Martin 22 Feb '19

22 Feb '19

Good afternoon, I have fresh installation of OTRS6 and I face a problem with fulltext search. I observe strange behavior with backslash "\" in search string. If \ is in the middle or at the end of string - search returns no results. \ at the begin of search string is ok and relevant results are returned. Example: Fsdhjk\fkdjshf - no results Djfjksh\sdfs\ - no results \dfslkjsfj - results ok \dfkshj\dffsd - no results \dsdsfgfdgdfg\ - no results (searching at all other special characters like $ , / { } ... ok.) My fulltext search setting: Ticket::SearchIndex::Filters ^[':.]|[':.]$ ^[^\w]+$ Ticket::SearchIndex::ForceUnfilteredStorage Enabled [Yes] Please does anybody have the same experience? Is it possible to configure fulltext search engine to accept \ anywhere in search string to get valid results? Thank You, Best regards Martin Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte <https://www.t-mobile.cz/kontakty-t-mobile> a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us <https://www.t-mobile.cz/kontakty-t-mobile> immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.p…> . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.p…> . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.

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OTRS 6 / AgentArticleZoom => Limit number of Articles
by Ml Ml 22 Feb '19

22 Feb '19

Hello! in AgentArticleZoom you can select if you want to show all articles of a ticket or just one. Can you point me the source code or sysconfig where i could change the "SELECT .... LIMIT 1" to like "SELECT .... LIMIT 10" ? I would like to show all articles OR the last 10 (not just one). Thanks, Mario

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Are FAQ attachments stored differently in MySQL and PostgreSQL?
by Edson Richter 21 Feb '19

21 Feb '19

Hi! Are FAQ attachments stored differently in MySQL and PostgreSQL? I ask that because in MySQL I do have a "BLOB" type for the "content" column, and in PostgreSQL a "TEXT" type. I'll appreciate your directions. Regards, Edson Richter Soli Deo Gloria

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Make certain queues not "cross searchable"
by Hochreiter Martin 21 Feb '19

21 Feb '19

We normaly can search for locked tickets of other agents in any queue of our OTRS 6. For data protection reasons, I need to deactivate that feature for certain queues only could this be done? _____________________ DI (FH) Martin Hochreiter Fachverantwortlicher Systemadministration IT und Infrastruktur Fachhochschule St. Pölten GmbH Matthias Corvinus-Straße 15, 3100 St. Pölten T: +43 (0) 2742 313 228 215 M: +43 (0) 676 847 228 215 E: <mailto:martin.hochreiter@fhstp.ac.at> martin.hochreiter(a)fhstp.ac.at I: <http://www.fhstp.ac.at/> www.fhstp.ac.at FN 146616m, LG St. Pölten, DVR 1028669F

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Error on step 7 DBUpdate-to-3.3.pl
by Rob Mitchell 18 Feb '19

18 Feb '19

Thanks Roy Kaldung for answer directly. I won't take too much of your time. Once again, nothing I'm doing here is urgent - the production instance is fine; I'm working on a dev box and I make a database dump before and after each upgrade, so I can blow it up as many times as I want and can always roll back with no worries. I got the instance upgraded to 3.2 successfully Saturday night. On Sunday I attempted an upgrade to 3.3 on the same Ubuntu 12.04 box I set up and the database update failed on constraint creation. The problems on the old box were a mix of InnoDB and MyIsam storage on different tables, and different charsets and collations, some of the old latin1_swedish_ci. So I set up another box with Ubuntu 18.04LTS with MariaDB on it, set InnoDB as the default storage engine, utf8 as charset for client, connection, database, results, server, and system, and utf8_general_ci as collation for connection, database, and server, all verified by showing the variables. I then restored the post 2.2 upgrade database. Then I proceeded to do a regular upgrade. DBUpdate-to-3.3.sql ran clean. The resulting DB shows InnoDB for all tables and utf8_general_ci as the collation for all the tables except for the following, which I checked and are explicitly created with utfmb4_unicode_ci collation from the dump script create table statements. (this is for info only - None of these tables are involved in the error in step 7) article pm_activity pm_activity_dialog pm_entity pm_entity_sync pm_process pm_transition pm_transition_action sessions Once everything else checked out I attempted once more to run DBUpdate-to-3.3.pl Steps 1-6 done - no issues. Steps 8-13 done - no issues (except the Subroutine Load redefined - no need to worry message in 13 of 13). Back to step 7 - here are results ******************** results start ***************** Step 7 of 13: Updating Queue Standard Template relations table... Cleaning queue_standard_template table Creating new Foreign Keys for queue_standard_template table --- Note: --- If you have already run this script before then the Foreign Keys are already set and you might see errors regarding 'duplicate key' or 'constrain already exists', that's fine, no need to worry! --- ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_standard_template_id_id FOREIGN KEY (standard_template_id) REFERENCES standard_template (id) ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id) [Mon Feb 18 15:09:28 2019] DBUpdate-to-3.3.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs33`.`#sql-337c_22`, CONSTRAINT `FK_queue_standard_template_queue_id_id` FOREIGN KEY (`queue_id`) REFERENCES `queue` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 493. ERROR: OTRS-DBUpdate-to-3.3-10 Perl: 5.26.1 OS: linux Time: Mon Feb 18 15:09:28 2019 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs33`.`#sql-337c_22`, CONSTRAINT `FK_queue_standard_template_queue_id_id` FOREIGN KEY (`queue_id`) REFERENCES `queue` (`id`)), SQL: 'ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)' Traceback (13267): Module: main::_AddQueueStandardTemplateForeignKeys (unknown version) Line: 556 Module: scripts/DBUpdate-to-3.3.pl (unknown version) Line: 132 ERROR: OTRS-DBUpdate-to-3.3-10 Perl: 5.26.1 OS: linux Time: Mon Feb 18 15:09:28 2019 Message: Error during execution of 'ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)'! Traceback (13267): Module: main::_AddQueueStandardTemplateForeignKeys (unknown version) Line: 559 Module: scripts/DBUpdate-to-3.3.pl (unknown version) Line: 132 done. ******************** results end ******************** I ran Show Create Table queue_standard_template; to see if the FK Constraints took, with the following results: | queue_standard_template | CREATE TABLE `queue_standard_template` ( `queue_id` int(11) NOT NULL, `standard_template_id` int(11) NOT NULL, `create_time` datetime NOT NULL, `create_by` int(11) NOT NULL, `change_time` datetime NOT NULL, `change_by` int(11) NOT NULL, KEY `FK_queue_standard_response_queue_id_id` (`queue_id`), KEY `FK_queue_standard_response_standard_response_id_id` (`standard_template_id`), KEY `FK_queue_standard_response_create_by_id` (`create_by`), KEY `FK_queue_standard_response_change_by_id` (`change_by`), CONSTRAINT `FK_queue_standard_template_standard_template_id_id` FOREIGN KEY (`standard_template_id`) REFERENCES `standard_template` (`id`) ) ENGINE=InnoDB DEFAULT CHARSET=utf8 | Just to verify I ran a select statement to return all constraints: MariaDB [otrs33]> select COLUMN_NAME, CONSTRAINT_NAME, REFERENCED_COLUMN_NAME, REFERENCED_TABLE_NAME -> from information_schema.KEY_COLUMN_USAGE -> where TABLE_NAME = 'queue_standard_template'; +----------------------+----------------------------------------------------+------------------------+-----------------------+ | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_COLUMN_NAME | REFERENCED_TABLE_NAME | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_standard_template_id_id | id | standard_template | +----------------------+----------------------------------------------------+------------------------+-----------------------+ 1 row in set (0.00 sec) If I'm reading the results correctly I'm missing one constraint on the queue_id table. The first constraint , FK_queue_standard_template_standard_template_id_id appeared to apply correctly. But the second constraint here did not apply: ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id) If correctly applied the results should read: ----------------------+----------------------------------------------------+------------------------+-----------------------+ | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_COLUMN_NAME | REFERENCED_TABLE_NAME | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_standard_template_id_id | id | standard_template | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_queue_id_id | id | queue | +----------------------+----------------------------------------------------+------------------------+-----------------------+ Bottom line: It looks like I either need to simply add the second constraint or I need to add the Key FK_queue_id and then add the constraint, which means I can fix the issue with one or two SQL statements. if this is correct, all I should need is the proper syntax of the one or two statements, then the database should be good to go. Kind regards, Rob Mitchell

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Question on successful upgrade
by Rob Mitchell 17 Feb '19

17 Feb '19

Greetings: I have a task to upgrade an old OTRS server which is on an obsolete OS (Ubuntu server 10.04, believe it or not) and an obsolete OTRS version (3.0.11). I'm doing all the modifications on a dev server I built just for this purpose, so if it blows up, no worries. Prod server specs - Ubuntu 10.04 LTS server, MySQL (Amazon EC2 instance) Dev server specs - Ubuntu 12.04 LTS server, MySQL 5.5.54 The object of the exercise is to get OTRS re-deployed on a new server with a supported OS, supported database version. I am using an older version of server for the dev OS just to get the upgrades through 3.x versions done, will move to a current LTS version server OS (18.04 LTS) and current database server version, and current OTRS version. Running the DBUpdate-to-3.1.mysql.sql script I saw some errors at the end of the script where the Foreign Key Constraints were added. ERROR 1005 (HY000): Can't create table 'table `otrs301`.`#sql-4e5_8d`' (errno: 150) . I was able to clear up the error by manually running the individual ALTER TABLE statements after running SET FOREIGN_KEY_CHECKS=0; prior to running the sql script (reset this to 1 afterward). The statements yielding errors were the following: [code] ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_config_id_id FOREIGN KEY (config_id) REFERENCES gi_webservice_config (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE gi_debugger_entry ADD CONSTRAINT FK_gi_debugger_entry_webservice_id_id FOREIGN KEY (webservice_id) REFERENCES gi_webservice_config (id); ALTER TABLE gi_debugger_entry_content ADD CONSTRAINT FK_gi_debugger_entry_content_gi_debugger_entry_id_id FOREIGN KEY (gi_debugger_entry_id) REFERENCES gi_debugger_entry (id); ALTER TABLE gi_object_lock_state ADD CONSTRAINT FK_gi_object_lock_state_webservice_id_id FOREIGN KEY (webservice_id) REFERENCES gi_webservice_config (id); ALTER TABLE smime_signer_cert_relations ADD CONSTRAINT FK_smime_signer_cert_relations_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE smime_signer_cert_relations ADD CONSTRAINT FK_smime_signer_cert_relations_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE dynamic_field_value ADD CONSTRAINT FK_dynamic_field_value_field_id_id FOREIGN KEY (field_id) REFERENCES dynamic_field (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); [/code] Afterwards I ran select * from information_schema.table_constraints where table_name = 'table_name'; for each of the affected tables and could see that all of the constraints were added correctly. I also checked the table descriptions and ran a select to return * from each of the tables - they are all empty tables, and they were created by the DBUpdate-to-3.1.mysql.sql script. All that is background information. My question is pretty simple: What are these tables for - they are empty now. Were these schema modifications for future prupose? These are the seven tables created. They're all there and the information_schema.table_constraints show the constraints were correctly applied: gi_webservice_config gi_webservice_config_history gi_debugger_entry gi_object_lock_state smime_signer_cert_relations dynamic_field_value dynamic_field I am just wondering what these empty tables are for. OTRS 3.1.21 appears to be running fine - just want to make sure this isn't something that is going to cause any future problems. Thanks, Rob Mitchell Memphis, TN

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Postmaster Filter over subject not working
by Salač, Martin 15 Feb '19

15 Feb '19

Good morning, I notices interesting behavior of postmaster filter in my OTRS6. All filters that search in Subject do not take effect. I defined filtering rule: Name: SubjectSPAM Stop after match: No Filter Condition: Search header field: Subject for value: ---SPAM--- Set Email Headers: Set email header: X-OTRS-Queue with value: IT_SEC::SPAM But does not take effect and ticket is created in default queue. Does not matter what value I put into value field. I have plenty of other filters Search header field over To, Cc, From and these works normaly. Please has anybody ever met this behavior? Best regards Martin Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte <https://www.t-mobile.cz/kontakty-t-mobile> a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us <https://www.t-mobile.cz/kontakty-t-mobile> immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.p…> . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.p…> . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.

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