February 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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Issue adding new Stats
by Bean, Scott 01 Mar '13

01 Mar '13

I am upgrading our test box to v3.2.1 - I have everything upgraded, but found an issue when trying to add a new report. This happens with either the ADD button on the overview page or when selecting NEW on the drop down. The page either takes a long time (as in 2 minutes or so) to load, times out and doesn't load at all, or acts as if it loads but puts the person right back on the screen they started from. I have searched the forums without much success. Any ideas? OTRS Test box is RHEL 5.9 and MySQL 5.0.95 running on separate boxes. Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu 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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Re: [otrs] Need to set customers/agents's auth witn LDAP.
by Steven Carr 01 Mar '13

01 Mar '13

On 8 February 2013 13:05, Israel Garcia <iga3725(a)yahoo.com> wrote: > OK Steve, so I should edit /opt/otrs/Kernel/Config.pm, add my LDAP settings, > restart OTRS and volia!? > Also, I have seen in Admin/SysConfig/Frontend::Customer::Auth the same > parameters I have added to /opt/otrs/Kernel/Config.pm, should I edit them > using this web page or editing directly the /opt/otrs/Kernel/Config.pm > file? Don't quite know about the "voila", more like cross your fingers and hope it doesn't collapse in a heap. One of my big issues with OTRS is the configuration is utter crap. Too many places to configure things, everything should really be just configured through Sysconfig instead of having to mess about with text files (and perl based text files at that), and ideally stored in the database to make upgrades a lot easier than worrying about which config files you need and don't need. I'm not sure the order in which the settings are applied but I would guess that anything you put in Kernel/Config.pm will override anything you configure in SysConfig (someone can correct me if I'm wrong). So just make your changes in one place and one place only and they will be added to the overall config. Steve

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Tickets not re-opening on customer reply.
by Atom Powers 01 Mar '13

01 Mar '13

We have been running OTRS for about a month and I think it is the best OSS ticketing system I've ever used. Lately it came to my attention that when a customer replies to a "ticket closed" email the ticket is not re-opened; the customer receives a "your ticket has been updated" message immediately followed by a "your ticket has been closed" message. The ticket state remains "resolved" (re-named from "closed successful"). We are running 3.2.1. I feel that I've already check all the obvious settings but I must be missing something. Where else should I be looking? My Queue is set to "Follow up Option: possible" and Core::PostMaster::PostmasterFollowUpStateClose -> "open" Logs indicate the follow up is processed and "ticket closed" message is sent out immediately following: Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [3000260] created (TicketID=208, ArticleID=976). , Jan 28 09:58:51 support0 OTRS-CGI-3[14733]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'customer(a)digipen.edu' from 'DigiPen Helpdesk <helpdesk(a)digipen.edu>'. HistoryType => SendCustomerNotification, Subject => [DP#3000118] Your HelpDesk request has been closed.; -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

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Using LDAP attribute to select the queue
by Slobodan Aleksić 28 Feb '13

28 Feb '13

Hello list, is it possible to use a LDAP attribute to let OTRS decide where to place a ticket? For example there is for every department in a company one queue defined in OTRS . Now if an email arrives from user X (AD-User) with LDAP attribute "Department:Sales" , OTRS puts this ticket automagically in the queue "SALES" ...

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Re: [otrs] Can't add items in SysConfig
by Erik D. Jones 26 Feb '13

26 Feb '13

I have OTRS 3.2.2 installed. This was an upgrade from a clean installation of 3.1.xx. The problem existed in 3.1.xx prior to the upgrade. The SysConfig is relatively clean with the only customization being the organization, admin email and secure site settings. No other defaults have been changed. I have created fields in the DynamicFields Admin screen with no issues. I can verify that they're in the mysql database and all is fine. When I try to add them to either PhoneViewNew or EmailViewNew settings, I am unable to add a new item (the list is currently empty and the option is enabled). Adding an item to any item on this screen (including the ticket state item list), it exhibits the same behavior which is that clicking the + sign posts to OTRS and then I get a 302 redirect back to the page, but no item is added to the list for me to edit. Any thoughts here? The system is running on Ubuntu 12.04 LTS with perl FCGI under nginx and mysql 5.5.x. OTRS otherwise operates perfectly, sending and receiving emails and auto responses. The contents of the post are: Request Method: POST Status Code: 302 Found URL: http://otrs.example.com/otrs/index.pl ChallengeToken: xxxxxxxxxxxxxxxxxxxxxxxxxx Action: AdminSysConfig Subaction: Update SysConfigGroup: Ticket SysConfigSubGroup: Frontend::Agent::Ticket::ViewEmailNew DontWriteDefault: 1 Ticket::Frontend::AgentTicketEmail###Priority: 3 normal Ticket::Frontend::AgentTicketEmail###ArticleType: email-external Ticket::Frontend::AgentTicketEmail###SenderType: agent Ticket::Frontend::AgentTicketEmail###Subject: Ticket::Frontend::AgentTicketEmail###Body: Ticket::Frontend::AgentTicketEmail###StateDefault: open Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: open Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: pending auto Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: pending reminder Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: closed Ticket::Frontend::AgentTicketEmail###HistoryType: EmailAgent Ticket::Frontend::AgentTicketEmail###HistoryComment: Ticket::Frontend::AgentTicketEmail###DynamicFieldItemActive: 1 Ticket::Frontend::AgentTicketEmail###DynamicField#NewHashElement: Add new entry Ticket::Frontend::AgentTicketEmail###RichTextWidthItemActive: 1 Ticket::Frontend::AgentTicketEmail###RichTextWidth: 620 Ticket::Frontend::AgentTicketEmail###RichTextHeightItemActive: 1 Ticket::Frontend::AgentTicketEmail###RichTextHeight: 320 Response (302): Location: /otrs/index.pl (http://index.pl)?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Fro… Erik On Tuesday, February 26, 2013 at 10:41 AM, Erik D. Jones wrote: > I have OTRS 3.2.2 installed. This was an upgrade from a clean installation of 3.1.xx. The problem existed in 3.1.xx prior to the upgrade. The SysConfig is relatively clean with the only customization being the organization, admin email and secure site settings. No other defaults have been changed. > > I have created fields in the DynamicFields Admin screen with no issues. I can verify that they're in the mysql database and all is fine. When I try to add them to either PhoneViewNew or EmailViewNew settings, I am unable to add a new item (the list is currently empty and the option is enabled). Adding an item to any item on this screen (including the ticket state item list), it exhibits the same behavior which is that clicking the + sign posts to OTRS and then I get a 302 redirect back to the page, but no item is added to the list for me to edit. > > Any thoughts here? > > The system is running on Ubuntu 12.04 LTS with perl FCGI under nginx and mysql 5.5.x. OTRS otherwise operates perfectly, sending and receiving emails and auto responses. > > The contents of the post are: > Request Method: > POST > > Status Code: > 302 Found > > > > URL: http://otrs.example.com/otrs/index.pl > > ChallengeToken: > xxxxxxxxxxxxxxxxxxxxxxxxxx > > Action: > AdminSysConfig > > Subaction: > Update > > SysConfigGroup: > Ticket > > SysConfigSubGroup: > Frontend::Agent::Ticket::ViewEmailNew > > DontWriteDefault: > 1 > > Ticket::Frontend::AgentTicketEmail###Priority: > 3 normal > > Ticket::Frontend::AgentTicketEmail###ArticleType: > email-external > > Ticket::Frontend::AgentTicketEmail###SenderType: > agent > > Ticket::Frontend::AgentTicketEmail###Subject: > > Ticket::Frontend::AgentTicketEmail###Body: > > Ticket::Frontend::AgentTicketEmail###StateDefault: > open > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > open > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > pending auto > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > pending reminder > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > closed > > Ticket::Frontend::AgentTicketEmail###HistoryType: > EmailAgent > > Ticket::Frontend::AgentTicketEmail###HistoryComment: > > Ticket::Frontend::AgentTicketEmail###DynamicFieldItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###DynamicField#NewHashElement: > Add new entry > > Ticket::Frontend::AgentTicketEmail###RichTextWidthItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###RichTextWidth: > 620 > > Ticket::Frontend::AgentTicketEmail###RichTextHeightItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###RichTextHeight: > 320 > > > > Response (302): > Location: > /otrs/index.pl (http://index.pl)?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Fro… > > >

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ERROR: column "a_freekey1" does not exist
by Carlos Ribas 26 Feb '13

26 Feb '13

Hello all, I just upgraded from 3.1.12 to 3.2.2. I didn't get any message of error during the upgrade and all seems to be ok, but after I logged in and I saw this log message: Tue Feb 26 08:52:18 2013errorOTRS-DBUpdate-to-3.2-0ERROR: column "a_freekey1" does not exist Is this a problem? Regards, ------------------------------- Carlos Eduardo Ribas

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