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Questions tagged [otrs]

Open-source Help Desk and IT Service Management solution

OTRS is an Open Source Issue Tracking System. Currently OTRS is an acronym of "Open Technology - Real Service". Written mostly in Perl it is licensed unter the GNU Affero General Public License Version 3 (AGPL3).

It tracks Tickets in Queues and defines SLA for services. It has many large customers and offers a wide variety of customizations.

Source Code (Github): https://github.com/OTRS/otrs

See the main webpages : http://www.otrs.com/ http://www.otrs.org/

See the community site : http://www.otterhub.org/de/

Wikipedia: http://en.wikipedia.org/wiki/OTRS

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OTRS Generic Interface (Search ticket) - Array for URL Query Param

Scroll down @ OTRS Admin Documentation : Here you find the curl statement for search ticket operations. curl…
heaphach
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CGI reply error on nginx server using fcgiwrap

I have a nginx server running on debian wheezy. I have working OTRS installation. But our old perl-fcgi wrapper was interferring with some other important process so we desided to choose fcgiwrap package:…
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What is the XML for a valid OTRS-TicketSearch request

I try to interact with the otrs-ticketsystem in order to make a few pictures and calculate some statistics. This I want to do in haskell - I use the package soap. Ignoring the import statements the code is fairly straightforward, I create…
epsilonhalbe
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RegEx - stop after first match

we're using this regex to filter a ticket number from the subject. This is the regex we're using: \\[\\#(.*)\\] The subject usually looks like this: "[#20160708-0020] Hello blah blah" Regex get's us "20160708-0020" and we can use that…
schojo
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Wide character in subroutine entry in otrs on Postgres 9.4beta1

After upgrading from Postgres 9.1.2 to Postgres 9.4beta1, OTRS 3.3.5 stopped working with a Perl error found in http-error.log, raised when closing a ticket. The error is: Wide character in subroutine entry at [...]/Kernel/System.DB.pm line…
Marcello
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Consuming OTRS TicketConnector from .NET apps

I want to consume OTRS TicketConnector webservice in a .NET app. Normally, the easiest way to get connected to a webservice is to import its WSDL via 'Add Service Reference'. Unfortunately, OTRS TicketConnector doesn't publish the WSDL. I've found a…
Alexander Abakumov
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Populate a Dynamic Field Dropdown List in OTRS

I need to add a dropdown in the New Ticket Screen of OTRS. I managed to add a Dropdown by adding a Dynamic Field with the help of Dynamic Fields Management in Admin Section. Now my problem is that I want to populate this Dropdown with data that I…
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OTRS: New module creation for Customer part

I have been trying to add a Menu Option in OTRS I Followed the documents provided by OTRS for Developers and managed to create a new Hello World Menu (Module) for Agent. I want to do similar thing for Customer Part also. I tried to myself but didn't…
Leonidus
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Perl JSON pound sign escaping

I am trying to use a web API of a service written in Perl (OTRS). The data is sent in JSON format. One of the string values inside the JSON structure contains a pound sign, which in apparently is used as a comment character in JSON. This results in…
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OTRS Webservice curl with REST API empty reply

I have configured the generic ticket connector with the data mapping set to simple/xslt/empty and i get empty response for the curl calls. I could see the request is being received by the server but it is not responding. Can someone help me figuring…
coolkrish91
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Connect configuration item (CI) from CMDB to Customer

I have the latest version of OTRS(5.0.14) with the following packages: DynamicFieldITSMConfigItem GeneralCatalog ITSM-CIAttributeCollection ITSMConfigurationManagement ITSMCore Is it possible to relate CIs to company and/or to customer user…
Oleksandr Gubchenko
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How send data to OTRS from external service

I want send email from page "Create New Email Ticket (?Action=AgentTicketEmail)" in OTRS system. But I want do this from external service. I think, i should use OTRS API, but i can not simple example for this task. How use OTRS API ?
Artem Chernov
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DIsplay all otrs ticket using soap api

How can i display all the otrs tickets using a soap api. Individual ticket can be displayed by passing ticket id in url like this: $url = "https://url/otrs/rpc.pl"; //// URL for OTRS server $username = "username"; //// SOAP username set in…
Sujan Shrestha
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Where is OTRS webservice endpoint?

I need to connect to the OTRS over its SOAP web service from another java application. In the web services configuration in system administration I have configured OTRS as provider, added the operations Ticket::TicketCreate and Ticket::TicketUpdate.…
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OTRS Webservice as Requestor Test

I'm new to OTRS (3.2) and also new to PERL but I have been given the task of setting up OTRS so that it will make a call to our remote webservice so a record can be created on our end when a ticket is set as "Closed". I set up various dynamic fields…
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