April 2020 - otrs - OTRS mailing lists

OTRS + CRM Implementation
by Chris Watt 03 Oct '25

03 Oct '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.Daemon.pl process duplicates and becomes unstoppable
by Santiago DIEZ 27 Apr '20

27 Apr '20

Hi, I recently upgraded from otrs-5.0.42 to otrs-6.0.28. One weird thing I'm experiencing is that sometimes the daemon process is unstoppable. So when I start the daemon (bin/otrs.Daemon.pl start), I have the following processes: USER PID STAT START COMMAND otrs 31496 SN 11:09 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31497 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31498 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31499 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31500 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31501 SN 11:09 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start The amount of children varies but there is ONLY ONE parent (31496). And then suddenly (I haven't yet been able to find the trigger), a new parent arises (32608) and the old parent changes all of its children at once: USER PID STAT START COMMAND otrs 32608 SN 11:15 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32627 DN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32628 RN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32629 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 31496 SN 11:09 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 631 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 632 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 633 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 634 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start Then if I stop the daemon (bin/otrs.Daemon.pl stop), only the old parent (31496) dies with its children and the new parent (32608) cannot be killed (except with kill -9): USER PID STAT START COMMAND otrs 32608 SN 11:15 perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32627 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32628 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32629 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 32630 SN 11:15 \_ perl -X /opt/otrs/bin/otrs.Daemon.pl start Any idea what is going on? Regards Santiago CAOBA

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What defines a ticket to be 'Available' in view AgentTicketQueue?
by David Bekker 15 Apr '20

15 Apr '20

Hi, Running otrs 6.0.27 I'm trying to make tickets show up in 'Available tickets' in the Queue view (index.pl?action=AgentTicketQueue). However it seems that every ticket ends up in "All tickets". I've expected a ticket to be available when the ticket is unlocked, but that doesn't seem to be the case.. Process that I'm trying to implement is 1. Servicedesk agent gets a new ticket in raw queue. 2. Servicedesk agent will move a ticket to the appropriate queue (e.g. System Engineering) 3. Agents from the System Engineering queue will monitor the 'Available tickets' view and assign the right owner. 4. Ticket will disappear from 'Available tickets' (And still be in the 'All tickets' view) when Owner is assigned. How do I make this work? Greetings, David Bekker

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Ticket state transition New -> Open
by Nick Bright 03 Apr '20

03 Apr '20

What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbound phone call would transition the ticket state from New to Open if recorded by an agent. If there's a relevant page in the documentation about this, a link would be helpful. Thanks, -- --------------- Email Signature Nick Bright - VICE PRESIDENT OF TECHNOLOGY P: 888.332.1616 W: valnet.net <https://valnet.net> F: Facebook <https://www.facebook.com/ValnetISP/> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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OTRS 5: CustomerID still the email after customer creation
by Seifert, Hagen 02 Apr '20

02 Apr '20

Hello. The following case: A ticket is created from an email. The sender is still not known to us. The CustomerID field then has the value of the email address, the customer information area is empty. Now we create the customer under the corresponding company. The customer information is immediately displayed correctly in the ticket. However, the CustomerID field still has the value of the email address. Is that a bug? Freundliche Grüße / Best regards Hagen Seifert _____________________________________________________ Prozesse und Methoden Phone: +49-7031-4913-34 Fax: +49-7031-4913-55 Mail: h.seifert(a)ssc-services.de<mailto:h.seifert@ssc-services.de> SIP: h.seifert(a)ssc-services.de<sip:h.seifert@ssc-services.de> http://www.ssc-services.de<http://www.ssc-services.de/> SSC-Services GmbH Herrenberger Straße 56 71034 Böblingen Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde Sitz/Domicile: Böblingen Registergericht/Court of Registry: Stuttgart HRB-Nr./ Commercial Register No. 21439 _____________________________________________________

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OTRS 5: Meeting responses should not change ticket state
by Seifert, Hagen 02 Apr '20

02 Apr '20

Hello. We send Outlook appointments with the email address of our OTRS. The answers will then be sent to the OTRS. As we manually enter the ticket number in the subject of the appointment, it will be assigned to the correct ticket. However, it bothers us that the ticket status changes from "wait for reminder" to "open" as soon as a customer accepts an invitation (or declines or accepts it tentative). Can we change this via the admin interface? Freundliche Grüße / Best regards Hagen Seifert _____________________________________________________ Prozesse und Methoden Phone: +49-7031-4913-34 Fax: +49-7031-4913-55 Mail: h.seifert(a)ssc-services.de<mailto:h.seifert@ssc-services.de> SIP: h.seifert(a)ssc-services.de<sip:h.seifert@ssc-services.de> http://www.ssc-services.de<http://www.ssc-services.de/> SSC-Services GmbH Herrenberger Straße 56 71034 Böblingen Geschäftsführer/Managing Director: Matthias Stroezel, Tobias Rohde Sitz/Domicile: Böblingen Registergericht/Court of Registry: Stuttgart HRB-Nr./ Commercial Register No. 21439 _____________________________________________________

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