[otrs] Re: Getting customer data in to OTRS, fields for address, OS, postcode etc?

[Mike Dent]

On 5/8/07, Shawn Beasley <shawn.beasley at dlh.de> wrote:
> Mike Dent schrieb:
> > On 5/8/07, Shawn Beasley <shawn.beasley at dlh.de> wrote:
> >> Mike Dent schrieb:
> >> > Hi,
> >> > I'm new to OTRS, so please forgive me, I've been using RT for a couple
> >> > of years
> >> > but it lacks some features which I hope otrs can help with.
> >> >
> >> > I'm currently trying to see how to set up customers (they dont need web
> >> > access
> >> > to otrs) in otrs. I can export my tickets from RT and create a CSV
> >> > with names, email, address etc. Can I import this in to OTRS?  Can I
> >> > then add custom fields, so that
> >> > when  a new customer is added (usually over the phone) I can populate
> >> > these fields?
> >> >
> >> > Many thanks
> >> >
> >> > Mike
> >> > _______________________________________________
> >> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> >> > Archive: http://lists.otrs.org/pipermail/otrs
> >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> >> > Support or consulting for your OTRS system?
> >> > => http://www.otrs.com/
> >> >
> >>
> >> Check this out, with a little technichal understanding you will get it.
> >>
> >> ---I did :=)
> >>
> >> http://doc.otrs.org/2.2/en/html/x1536.html#customer-backend-db
> >>
> >> -Shawn
> >>
> >
> >
> > Shawn thanks for your reply.
> > So am I right in thinking the only way to add custom fields for
> > customers is to change
> > the mysql database direct? And then edit one of the perl files?
> >
> > How do I import 200 customers lets say in to the otrs customer database?
> >
> > thanks again
> >
> > Mike
> > _______________________________________________
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> > Support or consulting for your OTRS system?
> > => http://www.otrs.com/
> >
>
> Mike,
>
> You can try the script included. I did it manualy in PHPMyadmin. And
> then as I found that I also needed more fields, I upgraded the
> information later (as well manually).
>
> The script can be found in $OTRSHOME/scripts
>
> and is called
>
> syncuser_csv2otrs.pl
>
> There are instructions included in the file.
>
> I hope this helped.
>
> --Shawn
>

Thanks Shawn,
I tried a simple one line CSV file to import like

smitha,alan at smith.com,Alan,Smith,s3cr3t,Mr

And ran this with the /syncuser_csv2otrs.pl script. What I get is the
following:-

root at rt3:/opt/otrs/scripts# ./syncuser_csv2otrs.pl -s /tmp/otrs_test.csv

Add user 'smitha,alan at smith.com,Alan,Smith,s3cr3t,Mr'
Use of uninitialized value in concatenation (.) or string at
/opt/otrs/Kernel/System/Log.pm line 131, <IN> line 1.
ERROR: OTRS-syncuser_csv2otrs.pl-30 Perl: 5.8.8 OS: linux Time: Wed
May  9 14:50:17 2007

 Message: Need Firstname!

 Traceback (4948):
   Module: Kernel::System::User::UserAdd (v1.55.2.2) Line: 219
   Module: ./syncuser_csv2otrs.pl.O (v) Line: 103

DBI::db=HASH(0x859f094)->disconnect invalidates 1 active statement
handle (either destroy statement handles or call finish on them before
disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223.

Does that look incorrect?

Once I get this right I assume I can add extra columns to the SQL and
update the config file for OTRS? However I seem to be struggling with
the basic import of one record?

Thanks

Mike