February 2020 - 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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Re: [otrs] CustomerTicketZoom article sort order
by Jens Köhler 17 Feb '20

17 Feb '20

Hey Roy, thanks a lot! Your solution works like a charm. Have a nice day -----Ursprüngliche Nachricht----- Von: otrs [mailto:otrs-bounces@lists.otrs.org] Im Auftrag von Roy Kaldung Gesendet: Freitag, 14. Februar 2020 20:50 An: User questions and discussions about OTRS. Betreff: Re: [otrs] CustomerTicketZoom article sort order Hi Jens, > On Feb 14, 2020, at 1:53 PM, Jens Köhler <koehler(a)rzhartmann.de> wrote: > > Changing the source code would be fine aswell, but until now I wasn’t successful in finding the corresponding code parts. > you have to change Kernel/Modules/CustomerTicketZoom.pm, all file locations are relative from the OTRS home directory: - create the folder structure Custom/Kernel/Modules/ - copy Kernel/Modules/CustomerTicketZoom.pm to Custom/Kernel/Modules/CustomerTicketZoom.pm - insert after line 138 this: @ArticleList = reverse @ArticleList; Should be from: my @ArticleList = $ArticleObject->ArticleList( TicketID => $Self->{TicketID}, IsVisibleForCustomer => 1, DynamicFields => 0, ); my @ArticleBox; to my @ArticleList = $ArticleObject->ArticleList( TicketID => $Self->{TicketID}, IsVisibleForCustomer => 1, DynamicFields => 0, ); @ArticleList = reverse @ArticleList; my @ArticleBox; Good luck, Roy -- Roy Kaldung --------------------------------------------------------------------- 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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Using dynamic field in notifications when creating ticket
by Alexis HAUSER 17 Feb '20

17 Feb '20

Hi, I tried to use dynamic fields in notifications, using the following syntax : <OTRS_TICKET_DynamicField_Myfield> It worked for escalation notifications and others things, but it seems that the dynamic fields don't get any value when the notification is sent after creating a new ticket. It's replaced instead with "-". Any idea how I can update the dynamic fields values before the notification of a new ticket creation is sent ? Regards Alexis

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CustomerTicketZoom article sort order
by Jens Köhler 14 Feb '20

14 Feb '20

Hey guys, please give me a hint on how to change the sort order of articles in CustomerTicketZoom. For AgentTicketZoom there is a sysconfig option called Ticket::Frontend::ZoomExpandSort, which has no effect on the customer side. Our customers want to have a reverse sort order so that the newest articles are the first ones. Changing the source code would be fine aswell, but until now I wasn't successful in finding the corresponding code parts. Regards Jens

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Tickets By Customer with Customized Fields
by Moises Silva 07 Feb '20

07 Feb '20

Hi Everyone, I need to customize tickets by specific customer, but I don´t if possible in OTRS. Example: For all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), but for specific customer I need to included the specific type and included the others 4 (tp1, tp2, tp3, tp4, tp5) When I select the tp5, then we need to change the content on priority, only to list p5-1, p5-2 and enable the new dynamic field (TEXT FIELD) with the name TXNEWFIELD. Is there someone that pass for this situation that can help me? Thanks, Moises

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Problem upgrading from OTRS 6.0.25 to 6.0.26
by Rudolf Bargholz 07 Feb '20

07 Feb '20

Hi, I use the following steps to upgrade each OTRS patch Version on Fedora: sudo -i systemctl stop crond.service systemctl stop httpd.service Run the following as "otrs" user: su - otrs /opt/otrs/bin/Cron.sh stop /opt/otrs/bin/otrs.Daemon.pl stop exit Run the following as "root": cd /opt ls rm otrsrpm.rpm -f ls curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.26-01.noarch.rpm -Lo /opt/otrsrpm.rpm ls rpm -Uvh /opt/otrsrpm.rpm systemctl start httpd.service systemctl start crond.service Run the following as "otrs" user: su - otrs /opt/otrs/bin/otrs.Daemon.pl start /opt/otrs/bin/Cron.sh start After installing the patch, I was no longer able to enter my username and password to log into OTRS. No idea why. Just in case others have the same issue, used the following to revert to the previous version OTRS 6.0.25: Same steps as above, but with curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.25-01.noarch.rpm -Lo /opt/otrsrpm.rpm rpm -Uvh --oldpackage /opt/otrsrpm.rpm I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Regards Rudolf Bargholz

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Re: [otrs] [ext] Problem upgrading from OTRS 6.0.25 to 6.0.26
by Rudolf Bargholz 07 Feb '20

07 Feb '20

Hi Ralf, Thanks for your interest. I see the following recurring error messages in the log: Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Search not executed due to invalid value 'Slave%' on field 'MasterSlave'! Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Backend MasterSlave is invalid! Re-installed the OTRSMasterSlave package, but this does not seem to have helped. We have not used this package often, so I will try uninstalling this package, and then re-installing it. Ok, after re-installing the OTRSMasterSlave package the errors seem to have disappeared. The next step will be to re-install the update and then explicitly run the scripts/DBUpdate-to-6.pl script. I ran this script when updating from version 5 to 6, and with each fix pack that I have installed vor version 6 (lots of them, from version 03 onward) I have never had to do this before within a version number, but it is worth a try. Regards Rudolf Bargholz Von: Ralf Hildebrandt<mailto:Ralf.Hildebrandt@charite.de> Gesendet: Freitag, 7. Februar 2020 14:28 An: otrs(a)lists.otrs.org<mailto:otrs@lists.otrs.org> Betreff: Re: [otrs] [ext] Problem upgrading from OTRS 6.0.25 to 6.0.26 * Rudolf Bargholz <Bargholz(a)onlinetravel.ch>: > I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Good. Anything in the logs? (I guess it would log to the same place, and when you go back to the working / old version, you can look at the logs). Ralf Hildebrandt Charit? - Universit?tsmedizin Berlin Gesch?ftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs * Rudolf Bargholz <Bargholz(a)onlinetravel.ch>: > I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS. Good. Anything in the logs? (I guess it would log to the same place, and when you go back to the working / old version, you can look at the logs). Ralf Hildebrandt Charit? - Universit?tsmedizin Berlin Gesch?ftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt(a)charite.de https://www.charite.de --------------------------------------------------------------------- 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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Advanced filter on incoming tickets
by Manuel Martínez Valls 04 Feb '20

04 Feb '20

Hello, I would like to do somekind of filter depending on the subject, client id and articleBody when receiving emails on a specific queue. I want to check the existence of many phrases (maybe 20 or more) on the Body of the incoming Article, and depending on the match, sometimes, I want to get a "field" following that text to compare with a threshold for that field. The result will be a transition to a queue or another one. For similar but more simple things I'm using a PostMaster Filter, but after reading a bit, I think it would be better to use Process Management to do it. What would you recommend? Regards, Manuel Martínez -- ______________________________________________________________ Cuidemos del medio ambiente. Por favor no imprima este e-mail si no es necesario. Please consider the environment before printing.

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