December 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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Customer AutoComplete
by Nick Lapp 01 Jan '13

01 Jan '13

Sorry if this has been answered before, but I've been searching and haven't found anything. Is it possible to make the customer auto complete box on the new ticket pages search by first name, last name, and email address? Right now it is only searching on email address. Thank you! Nick OTRS 3.1.12

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SLA
by Jean BROW 31 Dec '12

31 Dec '12

Dear OTRS team, How can I create an SLA that alert me as admin every time we have an ticket where customer have waited more than x hours for an replay?

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upcoming events in otrs
by ravi shanker 28 Dec '12

28 Dec '12

hi, i'm using otrs 3.1.7.i query i have is ticket placed in pending state will appear in Dashboard->upcoming events. in dashboard it is viewable to only agent who has put in pending status...can we configure it to show it all members of group Ravi Shankar

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New tickets issues
by khaled mohamed 27 Dec '12

27 Dec '12

Dear OTRS team, Kindly help me in 2 issues in OTRS 3.1.12 1- How to replace type and TO menus when customer create new ticket ? 2- How change skin/themes on customer interface link ? Thanks in advance and I appreciate your usual support. Thanks and best regards, Khaled M.Abu Hussein System Administrator Technology and Information Systems Department Description: edrak_Signature <http://www.edrak-developments.com/> www.edrak.com.eg Edrak for Edutainment Projects Development Co. Administration Building #214, Second Sector, The City Center New Cairo, 11477, Egypt Telephone: +202 2929 6957 / 58 / 59 Ext: 1143 Fax: +202 2929 6961 Mobile: +201111140930 BBM : 27B6550F CONFIDENTIAL & DISCLAIMER NOTICE The information contained in this message is confidential and is intended for the addressee(s) only. If you have received this message in error or there are any problems please notify the originator immediately. The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. Edrak will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any malicious code or virus being passed on. Views expressed in this communication are not necessarily those of Edrak. If you have received this message in error, please notify the sender immediately by email, facsimile or telephone and return and/or destroy the original message. P Please consider the environment before printing this email Description: Description: Description: Description: Description: Description: Description: Description: d - man.jpg

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upgrade from 2.3 to 3.1 mysql character set UTF8
by Coert Waagmeester 27 Dec '12

27 Dec '12

Hello all, I have successfully and carefully upgraded OTRS from 2.3 on a Centos 2.5 box to 3.1 on a new Centos 6.3 box. So far everything seems to be working. According to Admin > Support Assessment, I have to set the database to use utf8 instead of latin1. Googled till I am blue in the face, and found the following: My otrs DB: mysql> SELECT default_character_set_name FROM information_schema.SCHEMATA S WHERE schema_name='otrs'; +----------------------------+ | default_character_set_name | +----------------------------+ | latin1 | +----------------------------+ 1 row in set (0.00 sec) This DB went through all the correct upgrade steps. I started by installing otrs 2.3 and restoring the data. Upgraded to 2.4, 3.0, and 3.1, and for each upgrade ran the appropriate DBUpdate sql files and perl scripts. Is there a way to change the existing DB from latin1 to UTF8? according to google I have to for loop through each table? Any help would be greatly appreciated! Kind regards,

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Send Article via GenericInterface
by Marcus Weseloh 20 Dec '12

20 Dec '12

Hi all, I recently discovered the new GenericInterface in OTRS 3.1 which looks very promising! Together with a slightly modified/fixed version of the WSDL file it makes SOAP API calls much easier compared with the old rpc.pl style API. However, it seems like the GenericInterface doesn't provide a way to create a ticket/article and immediately send the article out to the customer. The rpc.pl API allows me to call ArticleSend instead of ArticleCreate to mail the article, the GenericInterface::Ticket::TicketCreate call uses ArticleCreate internally and so doesn't send the article. Is there any way to send an article via the GenericInterface? And if not, are there any plans to implement that feature in the foreseeable future? Cheers, Marcus

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