April 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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In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

Hi list, Does anyone know if OTRS can enable customers to search their tickets by ticket type or dynamic fields? This would be an extension of the search already available in the customer interface. Thanks, Bogdan P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be related to the customer interface and wasn't able to find anything related to customizing the search available to customers.

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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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notification send formatted
by Darshak Modi 01 May '13

01 May '13

In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it.

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Bulk close ticket - disable
by Jean BROW 30 Apr '13

30 Apr '13

Hi, Anyone know how I can disable so agents cannot bulk close tickets? It should still be possible to close individual tickets.

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Locked tickets - how to disable
by Jean BROW 30 Apr '13

30 Apr '13

Hi, Anyone know how I can disable the possibility to "lock ticket". I do not want agents to be able to "lock tickets", as they often do this and forget them. Any suggestions?

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CKEDITOR is not found
by Yousef Hamad 29 Apr '13

29 Apr '13

Hi all, What can I do with this problem. Thanks, Yousef Hamad Technical Support Mob +962 799372852 [Description: Description: cid:image001.png@01CB97B5.0EAD1510] _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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Stopping time accounting of ticket in OTRS 3
by Maurício Ramos 29 Apr '13

29 Apr '13

Hello, we currently use OTRS 2.3.4 and now we are planning an upgrade to the latest version of OTRS 3. One of the functionalities we want to start using is time accounting and we would like to know if there is a way to put the ticket in a state in which the clock stops running. We already found that we can create specific states of type CLOSED but it seems that when we first set the ticket to this state, the clock stops (like we need) but when we set the ticket back to any other "open" state the time accounting is not resumed. This functionality we want exists in OTRS or is possible to achieve/to implement? Can you, please, guide us to some info in the manuals (we still did not find it) or any link, thread that can help us achieving it. Thanks you all in advance for any help you can provide. [cid:image001.png@01CE4269.A22AB430] Mauricio de Andrade Ramos Rodovia José Carlos Daux, 4100, Km 4.2, Espaço Primavera, Bloco C 88032-005 - Florianópolis - Santa Catarina - Brasil Tel. + 55 2108 0104 * Mob. + 55 9981 4274 * Fax. + 55 2108 0129 * Voip 37604 mauricio.ramos(a)wedotechnologies.com<mailto:mauricio.ramos@wedotechnologies.com> www.wedotechnologies.com<http://www.wedotechnologies.com/> skype: mauriciodeandraderamos gtalk: mauriciodeandrademos msn: (business e-mail)

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Windows instant tickets/no polling
by Gerald Young 27 Apr '13

27 Apr '13

All, I thought you might be interested in a walkthrough to set up instant tickets on a Windows OTRS installation using hMailServer. http://forums.otterhub.org/viewtopic.php?f=60&t=20319 Feedback is appreciated. tl/dr: hMailServer is a free SMTP server that runs on Windows. The summary of the post is that it will receive incoming email and pipe the email through otrs.PostMaster.pl, creating tickets as the email arrives. Because of this, scheduled fetching is no longer needed. An added bonus to using hMailServer is the availability of spam and other preprocessing/filtering. hMailServer is not to install on a box that already has Exchange Server or another Mail Server running on it.

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