March 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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lookup customer email addresses ?
by ipguy 09 Aug '12

09 Aug '12

hi all i'd like to lookup customer email addresses from our vtiger mysql database hosted on a remote server. Is this possible ?

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MyHammerQueueViewByCustCont and OTRS 3.1.1
by Muhammad El-Sergani 08 Jun '12

08 Jun '12

Hi all, Anyone has MyHammerQueueViewByCustCont package working with OTRS 3.1.1? If not, (and I know that most packages from OPAR need OTRS 3.0.x), does anyone know how to tweak the system or the package(s) to make it work? Thanks //M

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No Config option found for view mode ], took Medium instead!
by Amit Sharma 31 May '12

31 May '12

Dear All, Today I have noticed the below error in my OTRS Logs: Mon Feb 27 09:25:04 2012 error OTRS-CGI-10 No Config option found for view mode ], took Medium instead! What is this and how can I resolve it. I am using OTRS 2.4.7 on CentOS 5.6 64 Bit. DRBD is configured. Thanks and Regards, Amit Sharma

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Redundant DB connection
by Jan Behrend 05 Apr '12

05 Apr '12

Hello List, is otrs capable of connecting to replicated DB (mysql) servers? I.e. One DB server goes down, and otrs will failover to the other. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

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Mail, alias, and login - As a unique client
by Jober Mijares 02 Apr '12

02 Apr '12

Hi folks I have a situation trying to setting OTRS 3.1.2, exactly with the customer: We have the next configuration in our LDAP rmijares(a)123.com ---> alias ronna.mijares(a)123.com ----> mail rmijares ----> login So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options: "rmijares(a)123.com" or "ronna.mijares(a)123.com" or "rmijares" Because clients have possibility of setting their mail client. In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares(a)123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1(a)123.com" not client1. If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid' Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares(a)123.com", and OTRS doesn't know this client, it just know UID "rmijares". I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem. I added both var (mail and uid) for customerid, but i didn't get any result. Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it. Any help? Thanks...

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SystemMonitoring regexp failure
by Sune T. Tougaard 02 Apr '12

02 Apr '12

Hi, Sorry for the lenghty e-mail, but I need some help on this. I'm trying to get my Zenoss alerting working with my OTRS install. Even though I've tried tailoring the e-mails to my systemmonitoring rules specifically, I don't seem to be getting the desired results. One of the mails (html) I get from Zenoss looks like this: Subject: <Hostname> ip <IP Address> is down Body: Device: <Hostname> Component: Severity: Critical Time: 2012/03/23 09:26:12.000 Message: ip <IP Address> is down Event Detail Acknowledge Delete Device Events -------------------------------------------------------------------------------- OTRSHost: <hostname> OTRSService: OTRSState: ip <IP Address> is down OTRSNumState: 5 And the "Clear" (host up) mail for that same host: Subject: CLEAR: <Hostname> ip <IP Address> is up Body: Event: 'ip <IP Address> is down' Cleared by: 'ip <IP Address> is up' At: 2012/03/23 09:28:10.000 Device: <Hostname> Component: Severity: Critical Message: ip <IP Address> is down Undelete -------------------------------------------------------------------------------- OTRSHost: <Hostname> OTRSService: OTRSState: ip <IP Address> is up OTRSNumState: 0 For RegExps in the SystemMonitoring, I would like the following to catch what I need: 'CloseTicketRegExp' => '0', 'DefaultService' => 'Host', 'FromAddressRegExp' => '<E-Mail Address>', 'HostRegExp' => '\\s*OTRSHost:\\s+(.*)\\s*', 'NewTicketRegExp' => '1|2|3|4|5', 'ServiceRegExp' => '\\s*OTRSService:\\s+(.*)\\s*', 'StateRegExp' => '\\s*OTRSNumState:\\s+(\\S<file:///\\S>+)' >From what I've seen so far, it's actually able to match subsequent alerts to the original ticket but I can't get it to close the tickets again with the "Clear" e-mail. In fact, the Clear e-mail doesn't even seem to be recognized as a SystemMonitoring ticket, as the logfile shows: [Kernel::System::PostMaster::Filter::SystemMonitoring::Run] SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring I'm betting I'm just missing something obvious, I just can't spot it. Any of you regexp gurus can help me out here? Thanks a lot. -- /Sune T.

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how to reject emails with attachments bigger than 1MB
by Luca Domenella 30 Mar '12

30 Mar '12

Hi all, how can i set a rule that reject the emails with attachments bigger than 1MB and send a reply to the "customer" saying that the attachment is too big ? regards, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

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