May 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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Example of Ticket::CustomModule###001-CustomModule Usage
by Hugh Kelley 04 Jun '12

04 Jun '12

I'm planning to customize our ticket escalation criteria a bit. This sysconfig setting looks like exactly what I want. Ticket::CustomModule###001-CustomModule I'm not very fluent in Perl's style of inheritance but I have noticed that OTRS code uses the @ISA array. Therefore, I assume I only need to implement the functions I need in my module and add the base Ticket.pm to my @ISA array (so that all others will be found in the base Ticket.pm). Is this the most manageable way? I searched online for an example but didn't see one via Google or the lists. Hugh

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javascript in articles: a security threat?
by Juan Manuel Clavero Almirón 04 Jun '12

04 Jun '12

Hi all, I just discovered an agent adding a note to a ticket. the only text in the note was: “<script>alert(“Hi”);</script>”. when you open the ticket, the javascript code executes and you get the “Hi” alert. I’m not much of a webadmin, I’m more a developer, I’m not that much into web-server security. I’d like to know if you think this could be a security risk. Take in mind that we are creating tickets from emails, and that this tickets will be html if the email’s mime type was text/html. Kind regards, Juan Clavero

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Escalation question
by Lyam Hassell 31 May '12

31 May '12

A question about escalations: I'm new to the OTRS system and I was wondering is there any way for me to setup up a system of tiered escalation notifications to multiple agents? Ex. When a ticket reaches 50% escalation time automatically notify agent X, at 70% automatically notify agent Y, and at 90% notify agent Z. I've been trying to set this up for a while now but just can't seem to figure it out. Any help would be much appreciated.

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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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Re: [otrs] Questions about multiple companies in OTRS
by Mauro Gagna 31 May '12

31 May '12

David / Wagner, We have the same situation in our company. I like David's proposed solution, but I don't know how to do that. Can you give us a little explanation or guide of how to do that? Thanks in advance Mauro

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