October 2012 - 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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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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MSSQL, CS_OPT_TEXTSIZE failed and the solution mentioned in the CHANGELOG
by Johannes Scholz 06 Aug '13

06 Aug '13

Hello, I am using MSSQL as customer backend and I am getting the infamous CS_OPT_TEXTSIZE error. The CHANGELOG suggests to set the "Attribute => {}" option of the database backend, in order to prevent LongReadLen being set. This is what I did: Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:server=XXX; database=XXX', User => 'xxx', Password => 'xxx', Table => 'XXX', Attribute => {}, ... } Despite the "Attribute" var being set it seems to be ignored, as I am still getting a lot of "Setting of CS_OPT_TEXTSIZE failed. at /opt/otrs/Kernel/cpan-lib/Apache/DBI.pm line 319." errors. PRODUCT = OTRS VERSION = 3.1.2 BUILDDATE = Fri Mar 2 08:35:30 CET 2012 BUILDHOST = otrsbuild.otrs.com Compile-time settings (established with the "configure" script) Version: freetds v0.82 freetds.conf directory: /etc/freetds MS db-lib source compatibility: no Sybase binary compatibility: yes Thread safety: yes iconv library: yes TDS version: 4.2 iODBC: no unixodbc: yes The MSSQL server is 2008 R2, TDS protocol version is set to 8.0. Any ideas? Regards, Johannes Scholz

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Enable CC ?
by Hussein E. Hijazi 28 Mar '13

28 Mar '13

Hi Is it possible for enabling CC'ing when a customer creates a ticket? Sometimes folks are making a ticket and they want other people to know that. Thanks, Hussein

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Survey module permission
by Ibsen Vila 01 Nov '12

01 Nov '12

Hi, Does anyone know how to enable de survey module to specific users? I tried this: In SysConfig: Survey -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentSurvey Under "Nav Bar", specify the group I want to enable the nav bar button. But it didn't work. The Survey menu is still active for all users. Any clues? Thanks. Ibsen.

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ACL DynamicField Checkbox
by Carlos Andrés Gallego Arboleda 30 Oct '12

30 Oct '12

Hi, I try to use an ACL to allow the agent can check or uncheck one DynamicField of class checkbox (dinamico) only if the user (Agent) has permission on a group (dinamico), I try whit this, Anyone can help me whit this. $Self->{TicketAcl}->{'ACL-Name-Test'} = { User => { Group_ro => [ 'dinamico'], }, Possible => { Ticket => { DynamicField_dinamico => [''], }, }, }, Regards.

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RegExp in ACL
by Juan Manuel Clavero Almirón 30 Oct '12

30 Oct '12

Hi all, I have a question about RegExp in ACL's We have several mail accounts, each one going to a different Raw queue (let's say a.otrs@xxx goes to a.raw, b.otrs@xxx goes to b.raw) there is a first level for each of these raw accounts (queues a.first_level and b.first_level) and then a second level, common to all of them (queue second_level). Is it possible, using RegExp in ACL, to capture the first part of the Raw queue so we can set "Possible actions" to its first level queue? In perl, I would do something like Properties => { Queue => { Name => ['[RegExp]^(.*)\.Raw'], } }, Possible => { # possible ticket options Ticket => { Queue => ['$1.first_level'], }, } Kind regards, Juan Clavero

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Putting Escalation statuses into the ticket history
by Philippe-Arnaud HARANGER 30 Oct '12

30 Oct '12

Hello, I'm currently looking for a elegant way to keep track of the different escalations a ticket had been through. To my understanding, the elements currently in the ticket_history_type table from from 41 to 49 are destined to do so. As per ./scripts/test/Event/Escalations.t, lines 256 and following, it also seems that they aren't implemented yet. Can you give me any feedback on this subject? Does anyone knows when the function is planned to be released? If not how may I contribute? Cheers, Philippe-Arnaud (This message is a bump from the dev@ list.)

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MUA Reply-All and Customer Email address at CC
by Omer Faruk SEN 29 Oct '12

29 Oct '12

Hi, How can I set if Agent makes a Reply-All customer email address also added to CC: Currently I only have otrs email Support::SenderEmail and when Agent do Reply or Reply-All it only sees Support::SenderEmail email address on the MUA

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Linking table dynamic_field_value to another table associated with a specific ticket for reporting purposes
by Roche, Matthew 29 Oct '12

29 Oct '12

Hi We have added an extra text field called comments in the Additional ITSM field of our tickets to be used as a quick status update, we then want to use SQL Server Reporting Services to pull this information through and link it to the specific ticket it is associated with. I have identified that the text I enter in to comments box shows up in the table dynamic_field_value in the value_text column and has an associated field_id of 46 What I cannot work out is how to associate this to the specific ticket the comment was entered in to so I can pull this info forward to SRSS Any ideas/suggestions? Matt Roche IT Support Analyst

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