November 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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Show picture of customer in AgentTicketZoom
by Lars Jørgensen 04 Dec '12

04 Dec '12

Hi. I have this url-thingy: http://images.company.com/login.jpg The "login" part actually corresponds to what OTRS calls "Login" in the customer information box. It's a repository of pictures of all our customers. Well, most of them. In my case, my login is "lajo" so that url would be http://images.company.com/lajo.jpg I would like to display a picture of the customer in that box. I can't for the life of me figure out where to even start. So far my best bet is LayoutTicket.pm, but as I don't know perl, I'm pretty much stumped. Is there an easy(ish) way to get those pictures up on the page? -- Lars

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Post install ticket
by Roman Gelfand 04 Dec '12

04 Dec '12

After installing otrs, I found an odd tickets in a queue. It was signed by darthwader. Is this ticket generated on install or should I be concerned about my network security? Thanks in advance

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Multiple servers with replicating databases
by Scott Chevalley 30 Nov '12

30 Nov '12

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I hope I'm on the right list for this question. We've got a set up where we have two datacenters that we switch between monthly. We've got an otrs server at each location talking to a database server at each site holding the 60+Gb otrs database that gets replicated between sites. My question is, is there a problem with having multiple otrs servers talking to the same database? We are using otrs 3.0.16. I'm concerned that there may be a replication issue happen between sites and corrupt the database, which would be a bad thing. Thanks! - -- Scott Chevalley. Network Administrator SANS Institute (www.sans.org) 540.412.5099 Ext 204 Register now for Cyber Defense Initiative 2012, December 7-16, Washington DC. Choose from 20+ courses; event includes dedicated digital forensics campus, NetWars Tournament of Champions, evening bonus sessions, and full vendor expo! http://www.sans.org/info/112329 "I learn more at SANS courses than at any other training venue I've used." -Dan Mather, JICPAC -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.12 (GNU/Linux) Comment: Using GnuPG with undefined - http://www.enigmail.net/ iEYEARECAAYFAlC48J4ACgkQX68wZ5UgZhm3wQCfRky+fQc8NQwOH0nCboNMMbrE 3QMAn0XtDgY+YHMd2vLEIuNZDqucFPd4 =LxkL -----END PGP SIGNATURE-----

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Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 30 Nov '12

30 Nov '12

Hi ! ok, I´ll have a look. Just a question before I start. I don´t want to have that "CC-Recipient" in all response documents, just in a special response template !? Can I realise it, with your solution ? Best regards, Stefanie Krueger ############################## Date: Thu, 29 Nov 2012 10:37:00 +0100 From: Neil Simpson <nadsys(a)gmail.com> Subject: Re: [otrs] Answer-Draft with CC-Recipient To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAD-pqJZbVXMoFf-EL4WbnCyUSqnL+isARLvZMJAtm91QyeCYjQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" A simple example. <input type="hidden" name="CustomerTicketCounterCcCustomer" value="4"/> <input type="hidden" name="CcCustomerTicketText_1" value="john(a)john.com"/> <input type="hidden" name="CcCustomerTicketText_2" value="mark(a)mark.com"/> <input type="hidden" name="CcCustomerTicketText_3" value="steve(a)steve.com"/> <input type="hidden" name="CcCustomerTicketText_4" value="Chris(a)chris.com"/> <input type="hidden" name="PreSelectedCustomerUser" value="1767"/> <input type="hidden" name="SelectedCustomerUser" value="1767"/> <input type="hidden" name="ExpandCustomerName" value="2"/> On Wed, Nov 28, 2012 at 6:08 PM, Gerald Young <crythias(a)gmail.com> wrote: > you need to simply set the Cc value to the address(es) you need. Yes, I > said, "simply". As in, if you understand how the templates assign the > values, you just need to assign it to "Cc". It's all javascript. > > Take a look at http://forums.otterhub.org/viewtopic.php?f=60&t=16729 for > a brief introduction to form logic. > > Then look up how to assign values to a form based upon an id for an > element. > > > On Wed, Nov 28, 2012 at 11:36 AM, <S.Krueger(a)aswo.com> wrote: > >> Hi Gerald, >> >> I would like to use templates. But there I?ve not options to set the >> CC-Recipient. Or ? >> >> Best regards, Stefanie Kr?ger >> >> >> Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 22.11.2012 12:58 >> Betreff: otrs Digest, Vol 50, Issue 21 Gesendet von: >> otrs-bounces(a)otrs.org >> ------------------------------

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Sendmail Configuration
by Roman Gelfand 29 Nov '12

29 Nov '12

When configuring smtp smart host, is it possible encrypt username/passowrd in the config file? Is there a way to connect to supply logged in user credentials to smtp smart host? Thanks in advance

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Re: [otrs] Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 29 Nov '12

29 Nov '12

Hi Gerald, I would like to use templates. But there I´ve not options to set the CC-Recipient. Or ? Best regards, Stefanie Krüger Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 22.11.2012 12:58 Betreff: otrs Digest, Vol 50, Issue 21 Gesendet von: otrs-bounces(a)otrs.org Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Answer-Draft with CC-Recipient (S.Krueger(a)aswo.com) 2. Re: Answer-Draft with CC-Recipient (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 22 Nov 2012 10:26:28 +0100 From: S.Krueger(a)aswo.com Subject: [otrs] Answer-Draft with CC-Recipient To: otrs(a)otrs.org Message-ID: <OF3222DD89.A39224EB-ONC1257ABE.0033A0CE-C1257ABE.0033DCDE(a)aswo.com> Content-Type: text/plain; charset="iso-8859-1" Hi ! I want to create a responce-draft where the field "CC-recipient" is filled automatically with a certain email-address. Is that possible ? We?re using the otrs version 3.1.11 Every tipp is welcome :-) Best regards, Stefanie Kr?ger

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