April 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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Send email using templates
by Muhammad El-Sergani 06 May '12

06 May '12

Hi all, I'd like to have the option of having more than one template when sending out new emails. I understand this is possible for responses only, but not for new emails. Our OTRS is used for bidirectional communication with customers and suppliers, meaning, it's not just used to receive complaints from our customers, but rather for our team to open complaint tickets with our suppliers. That being said, we need to send out specific emails sometimes to some people, and others to some people. Is that possible using OTRS out-of-the-box, or do we need to install some sort of external plugin? And which? Thanks //M

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Set DNS to OTRS directory
by Muhammad El-Sergani 30 Apr '12

30 Apr '12

Hi all, I know this is more of an HTTPD question, rather than OTRS - or so I believe. But I think you are more than capable of replying back with the answer in no time. We used to call our OTRS server using the server IP, and not that currently the server holds nothing but OTRS in the default RPM installation directory; */opt/otrs*. We recently acquired added a DNS record support.company.com and pointed that to the OTRS server. Running CentOS and HTTPD, of course typing the domain name shows the default Apache welcome screen, we have to add */otrs/index.pl* to access the server. Is it possible to access our OTRS by just going to the domain name? Thanks //M

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Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid.
by Andrew G. Wells 28 Apr '12

28 Apr '12

This is the error I am getting, and in /var/log/messages it states: OTRS-CGI-10[16465]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:262]: Can't create user 'USER' (CN=FULL USER NAME,OU=Users,OU=Organization Unit 2,OU= Organization Unit 1,DC=example,DC=com) in RDBMS! Why is it so hard to connect with AD I am using OTRS 3.1 Andrew Wells <awells(a)clearedgeit.com<mailto:awells@clearedgeit.com>> ________________________________ This communication is the property of ClearEdge IT Solutions, LLC and may contain confidential and/or privileged information. Any review, retransmissions, dissemination or other use of or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you receive this communication in error, please immediately notify the sender and destroy all copies of the communication and any attachments.

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OTRS 3.0.11 on MSSQL 2008R2 performance
by Wouter Mignon 28 Apr '12

28 Apr '12

Hi all, We're getting really bad performance running OTRS 3.0.11 on a Windows 2008R2 machine with MSSQL 2008R2. The database cluster we're running on is powerful, other applications run perfectly on the same instance. When tracing the SQL requests to our database we see fast response times, the problem seems to be the number of queries OTRS does to build up its pages. SQL Benchmark feature within OTRS ("normal" test): Insert Time: 10000 30 s :-( Should not take more than 5's on an average system. Update Time: 10000 29 s :-( Should not take more than 9's on an average system. Select Time: 10000 25 s :-( Should not take more than 6's on an average system. Delete Time: 10000 21 s :-( Should not take more than 5's on an average system. Multiplier: * 1 s Any ideas? Kind Regards, Wouter

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