June 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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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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Re: [otrs] Multi Mod_Perl with one apache server
by Alain D. Gill 12 Jul '12

12 Jul '12

Thank for the answer. yes, this information and related documents, especially those of mod_perl, were the basis for testing. attachments included in the configuration line with this info. but don´t work for me. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: miércoles, 27 de junio de 2012 16:31 To: User questions and discussions about OTRS. Subject: Re: [otrs] Multi Mod_Perl with one apache server Have you looked at the following article? http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs… On 27 June 2012 20:39, Alain D. Gill <ag_tech(a)hotmail.com> wrote: Hi I need a make a migration plan of 14 individuals servers of OTRS to new dedicate hosting, actualy operate which one in 14 virtual server´s over VirtualBox. The new structure, only provide me, one apache server for all instances. I tested in ubuntu 12.04 with LAMP, but de result only got me a partial. I´ve 14 virtualhost (virtualhost for instance and PerlOptions +Parent for mod_perl) over apache full operational, but when check the Support Assessment for Check for CGI Accelerator, only one is ok (the first instance), the others don´t load de mod_perl. In atthach, got the generic conf files to make any instance. Any sugestions? Sorry my inglish is to bad. L Alain David Gill Gaviria --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs “El contenido de este documento y/o sus anexos son para uso exclusivo de su destinatario intencional y puede contener Información legalmente protegida por ser privilegiada o confidencial. Si usted no es el destinatario intencional de este documento por favor Infórmenos de inmediato y elimine el documento y sus anexos. Igualmente cualquier retención, revisión no autorizada, distribución, divulgación, reenvío, copia, impresión, reproducción, o uso indebido de este documento y/o sus anexos, está estrictamente prohibida y sancionada legalmente. Agradecemos su atención. UNE EPM Telecomunicaciones S.A.” -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- “The contents of this document and / or its attachments are for exclusive use of the intended recipient and may contain privileged or confidential information. If you are not the intended recipient of this document please inform us immediately and delete the document and its attachments. Likewise, any retention, unauthorized review, distribution, disclosure, forwarding, copying, printing, reproduction, or misuse of this document and / or its attachments is strictly prohibited and punishable by law. Thank you for your attention. UNE EPM Telecomunicaciones SA“

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Unable to send reply to customer (wnen queue's system address is different from core sendmail acnt))
by Naresh Reddy c 28 Jun '12

28 Jun '12

Dear users, I am using 3.1.4 version of OTRS in windows server 2003I want to root emails/tickets coming from with a specific 'To Address' to corresponding queue and whenever an email answer need to be send to customer then it need to use configured sender address. I followed below steps : 0.From Core::sendMail i configured abc(a)yahoo.com as mail account using smtp. 1.Created two Post Master Mail Accounts (like abc(a)yahoo.com and pqr(a)yahoo.com) 2.Created two Queues (like abc, pqr) 3.Created two Email Addresses (like abc(a)yahoo.com and pqr(a)yahoo.com) 4.Selected 'system address' for abc queue as abc(a)yahoo.com and for pqr queue as pqr(a)yahoo.com > when i send a mail to abc(a)yahoo.com then it is stored in 'abc' queue and when a reply send by agent then it is delivered to specific customer with from as abc(a)yahoo.com. > when i send a mail to pqr(a)yahoo.com it is stored in 'pqr' queue but unable to send reply to customer with from as pqr(a)yahoo.com (when 'pqr' queue's system address is pqr(a)yahoo.com) i am getting below exception:Can't use from 'pqr(a)yahoo.com': 553From address not verified >but when i changed 'pqr' queue's system address as abc(a)yahoo.com then i am able to send reply. Please help me to resolve this issue.Thank you

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Re: [otrs] Help -> Information after merging tickets
by S.Krueger＠aswo.com 28 Jun '12

28 Jun '12

Hi ! nevertheless many thanks :-) Regards, Stefanie Message: 5 Date: Wed, 27 Jun 2012 18:05:59 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r13s3Q6b7p5eHLbLGw9gdP3oBBYH_6S+hNwYyALUF1QpAw(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 OK, I'm afraid I can not help you then. The solution would be to catch the addition of the link to ticket B, make a check if the ticket on the other end -- ticket A -- is a merged ticket, and then send out a notification. This is perfectly possible, but not with standard OTRS, there should be some code written for that. -- Mike On Wed, Jun 27, 2012 at 5:18 PM, <S.Krueger(a)aswo.com> wrote: > Hi ! > > yes, good idea, but doen?t resolve my problem. :-) > > I have ticket A and ticket B. > Now I merge ticket A into the still existing ticket B. > I want to inform the owner of ticket B about an update of his/her ticket. > > Regards, > Stefanie > > > > Message: 2 > Date: Tue, 26 Jun 2012 19:51:28 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > > Subject: Re: [otrs] Help -> Information after merging tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > > <CABD0r10_eAx45DbyOABwDtux1gh-AimDq02Tddv1fWXCYA6PeQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > > Hi, > > You can achieve it using an event based notification. It is a little bit > nasty, because you have to capture the fact that the merge creates a new > article containing the new ticket number: > > Create a notification (event based) > Select Recipient Groups: Customer > Event: ArticleCreate > Article Type: note-external > Subject match: Ticket merged > > Notification subject: Your ticket is now merged > Notification body: your own string and <OTRS_AGENT_Body> if you want to > include the new number. > > HTH, > Mike

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Multi Mod_Perl with one apache server
by Alain D. Gill 27 Jun '12

27 Jun '12

Hi I need a make a migration plan of 14 individuals servers of OTRS to new dedicate hosting, actualy operate which one in 14 virtual server´s over VirtualBox. The new structure, only provide me, one apache server for all instances. I tested in ubuntu 12.04 with LAMP, but de result only got me a partial. I´ve 14 virtualhost (virtualhost for instance and PerlOptions +Parent for mod_perl) over apache full operational, but when check the Support Assessment for Check for CGI Accelerator, only one is ok (the first instance), the others don´t load de mod_perl. In atthach, got the generic conf files to make any instance. Any sugestions? Sorry my inglish is to bad. L Alain David Gill Gaviria

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Re: [otrs] Help -> Information after merging tickets
by S.Krueger＠aswo.com 27 Jun '12

27 Jun '12

Hi ! yes, good idea, but doen´t resolve my problem. :-) I have ticket A and ticket B. Now I merge ticket A into the still existing ticket B. I want to inform the owner of ticket B about an update of his/her ticket. Regards, Stefanie Message: 2 Date: Tue, 26 Jun 2012 19:51:28 +0200 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r10_eAx45DbyOABwDtux1gh-AimDq02Tddv1fWXCYA6PeQ(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number: Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged Notification subject: Your ticket is now merged Notification body: your own string and <OTRS_AGENT_Body> if you want to include the new number. HTH, Mike

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