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Questions tagged [otrs]

OTRS is an open source web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.

OTRS, an initialism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them.

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Can I close tickets on OTRS through e-mail like Trac does?

I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
Samuel Jones
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In simple terms the difference between a Group and a Role in OTRS Ticket system?

I'm new to this whole OTRS/Help ticket system notion. Be grateful if anybody could provide a simple example that differentiates between a User in a Group and a User associated with a Role in OTRS. And what makes using one of these more or less…
Dan
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Getting OTRS to work with XAMPP

Setting up a testing environment on a RHEL5 server to test out OTRS ticketing system. I installed XAMPP for the ease of use factor for testing but can't seem to get the ticketing system to start with XAMPP at all. I am new to OTRS and learning on…
JMeterX
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OTRS 6 - AD integration - Domain Admin users mapped as Agents, not as OTRS Admins

I am testing OTRS 6 with the ITSM module. Right now I'm only testing it on our DEV environment, so it would not be a problem to ditch everything and start from scratch if it's the easiest way. I intend to put it to production soon, tho. I installed…
Henrique
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How to modify the default ticket create mask in OTRS?

currently I am setting up a new instance of the Open Ticket Request System. I wanted to know if it is possible to remove the To customer user: field in the ticket create mask, since we are not needing it.
CodeFanatic
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OTRS - configure smtp to add a custom sendgrid header?

I'd like to be able to configure OTRS ticket system to send email through sendgrid but I also want to add some configuration parameters through the X-SMTPAPI sendgrid header. There's no obvious config setting I can see that would allow me to add a…
Ben
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OTRS 5 PostMaster Filter

I need to know if the function PostMaster Filter Management in OTRS 5 can proccess email ONLY of certain specifics domains. For example: I want to process ticket from *@example.com *@otrs.con etc. But no any other domain. Any help will be…
neok
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Where can I find the otrs-scheduler file?

Im trying to install otrs on a Debian system. I followed these instructions. It works well til the last step. But I can simply not find the file scripts/otrs-scheduler-linux which is referenced in the manual. Where can I find the file?
bad
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install_driver(mysql) failed: Unable to get DBI state function. DBI not loaded

I installed OTRS from a rpm and the web installer /orts/installer.pl stops with: Error during AJAX communication. Status: error, Error: Internal Server Error Apache error_log install_driver(mysql) failed: Unable to get DBI state function. DBI …
PiTheNumber
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How to use the original sender date instead of the fetch date in OTRS

When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date. Normally this is not a problem, but when you're importing an existing IMAP folder with many emails into OTRS all dates are set…
Johan
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Connecting a linux client into active directory

I have a linux server (opensuse 12.1) running OTRS 3.0.10. And a primary domain controller running Windows Server 2008R2. I've followed the howto page here and here. Obviously the Net::LDAP perl module is installed. However I cannot actually…
Johan
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Upgrade OTRS 6.0 - /opt/otrs/bin/c CPU usage

OTRS 6.0 - /opt/otrs/bin/c CPU usage Hi everyone, On OTRS 6.0, the /opt/otrs/bin/c processus use 100% when login to otrs/index.pl : 3104 apache 20 0 441496 79904 6308 R 100.0 0.2 0:06.05 /opt/otrs/bin/c The web page is displayed after…
user5525652
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Virtual host conf file not showing in apache2ctl -D DUMP_VHOSTS but works

I want to test the OTRS ticket system so I installed it in an Ubuntu virtual machine to play with it. It's working perfectly, but I have a little doubt that I'd like to solve: I have these 3 files in my 'sites-enabled'…
Fel
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OTRS Installation on AWS Linux AMI results in 500 Internal Server Error page

I am creating a new instance of OTRS on Amazon Linux AMI 2017.03.0 (HVM) and cannot get the installer.pl to run. My installation steps are as follows (and I've done this about four times so far): Set the HOSTNAME Add the private IP address to the…
Scott
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OTRS authenticating with LDAP, how to get ALL Users

We set up an OTRS authenticating users with LDAP (Microsoft AD), and we want to assign ALL users from domain to be customers on OTRS, the problem is that years ago when the domain was created, our Windows Servers were in our native language…
esserafael
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