January 2013 - 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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Upgrade to 3.2 problems and questions
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, I did a test-upgrade from 3.1.11 to 3.2 It looks great but I have two problems and one question: BLOCKING: 1) missing "new ticket" in customer interface Apparently I have not the "new ticket" in customer web interface - quite strange ! I tested it with standard theme.... MINOR 2) search for customer ID in "customer" -> "customer information" starts a query that never ends it works if I search for customer user in the same screen Anyone else experiencing the same problems ? QUESTION Curiosity: I created a test process (really great! Compliments to OTRS Dev group), but I cannot find a way/button to start it. Even the manual is not clear to me. I thought there will be a "process ticket" or something like that.. Kind regards, Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

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Upgrade to 3.2 - another little problem
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, I think that I missed some step... Tryng to modify ANY item in sysconfig leads to an error: Error Message: Can't write ConfigItem! . You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jan 31 18:59:40 2013 Message: Can't write ConfigItem! RemoteAddress: 172.22.21.11 RequestURI: /otrs/index.pl Traceback (1940): Module: Kernel::Modules::AdminSysConfig::Run (v1.125) Line: 206 Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 Module: ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Apparently permission at file level are correct and I run the upgrade script to verify/adapt permissions.. (Centos 6.2 64bit) I also did a "chown -R 777 /opt/otrs", just to be on safe side and test it properly, after a server restart - then it worked. But it's a little too open. What should be the correct permissions ? My fix permission strings was: bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache --admin-user=root --admin-group=root /opt/otrs Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

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Upgrade from 3.0 to 3.1 - DB Migration fails after step 5
by Bean, Scott 31 Jan '13

31 Jan '13

I am attempting to run the DBUpgrade-to-3.1.pl script and get as far as step 5. After it finishes going through our rather large database (100000+) everything after step 5 fails. I saw another post where someone had the same error as me, and they mentioned increasing their mysql timeout. Anyone know what and where exactly needs to be changed so I can finish the upgrade? Here is the error I get: Migrated ticket 102000 of 102282 (with Free fields data). Migrated ticket 102100 of 102282 (with Free fields data). Migrated ticket 102200 of 102282 (with Free fields data). Migrated 102282 tickets of 102282 (with Free fields data). done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 24: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 Step 8 of 24: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (30197): Module: Kernel::System::DynamicField::DynamicFieldList (v1.56.2.2) Line: 695 Module: main::_MigrateFreeFieldsConfiguration (v1.85) Line: 1095 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 139 Can't use an undefined value as a HASH reference at ./DBUpdate-to-3.1.pl line 1100. Step 9 of 24: Migrate free fields configuration... Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu [cid:image001.gif@01C96A96.DC53D510]<https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

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otrs 3.1.11
by Steve Clark 31 Jan '13

31 Jan '13

Hello List, These two values have been altered from the default and I can't seem to get them set back to the original value. When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value. What am I missing? Ticket::Frontend::CustomerTicketZoom###StateDefault Ticket::Frontend::CustomerTicketMessage###StateDefault Thanks, -- Stephen Clark

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NLB (load balancing) OTRS
by Bogdan Iosif 29 Jan '13

29 Jan '13

Hi, Can anyone help with some obvious issues around setting up a load balanced OTRS? - Does last db write always win? I imagine there's no built in protection against it. - Are HTTP sticky sessions required and if so, how can they be configured? I imagine OTRS needs some built in support to allow identification of user sessions in the balancer so that it maps them on the same app server. - To what extent is shared storage required? An older mailing list message proposes sharing the whole /var dir through a storage that support file locks (mainly to safely use TicketCounter.log but this could be worked around by setting up different SystemIDs (via SysConfig) on each app server). While sharing storage is required for /var/article (when attachments are stored on disk) I don't know if it's required or even safe for the other subfolders in /var (especially /tmp). Thanks, Bogdan

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Email Strings
by Nick Lapp 29 Jan '13

29 Jan '13

Is there a way to exclude the prior email strings in emails when they go out to customers in ORTS? What happens is we end up with a really long page worth of duplicate information when the customer responds to the email and it comes back in as a new article. With excluding the old information from the new article or excluding the old email strings from the emails that go out from OTRS would be an acceptable option for us. I'm just not sure if there is a way to do that. Thank you in advance for any assistance! Nick OTRS 3.1.12

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