July 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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Change the sender name to agent name in article list ?
by JAOUEN Egareg 20 Jul '20

20 Jul '20

Hi all, One frustrating point in using OTRS is that all the sent articles from OTRS Team appears with the same generic name (for example : Support Team) because we use the same generic email address (for example : support(a)support.com<mailto:support@support.com>). Is it possible to change this sender’s name to the agent’s name who effectively did the action (sending the email/response) ? Thanks ! Egareg JAOUEN

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Fwd: Appointments does not show in calendar overview
by Danny Duran 16 Jul '20

16 Jul '20

Hello all, I've been having an issue with OTRS calendar. I want to make appointments and calendar work, however, when I try to make an appointment it doesn´t appear on calendar overview but it does appear correctly in agenda overview. Do you guys have any hint on that? Thanks.

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Forwarding a ticket response closes the ticket? Bug or feature?
by Bruce Johnson 14 Jul '20

14 Jul '20

I don’t recall this happening in the past, but I occasionally forward a response or question from a ticket to another email address; when I did this today, the ticket was closed in both instances, which was not what I wanted. We’re running the current version: PRODUCT = OTRS VERSION = 6.0.28 BUILDDATE = Wed Apr 8 20:40:29 CEST 2020 BUILDHOST = otrsbuild.otrs.com<http://otrsbuild.otrs.com> IS this a bug or a feature? If feature, can it be turned off, I did not want to close the ticket. It’s likely that I hadn’t done this since the last update. -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs

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