June 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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Any way to exclude system articles from being counted as unread?
by Bogdan Iosif 03 Jul '13

03 Jul '13

Hi list, Is there any configuration that would prevent unread system articles from being counted as such and thus shown in counters from toolbar? Thanks, Bogdan

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How to add a new field to Agent's profile?
by Daniel Santos 02 Jul '13

02 Jul '13

Hi there. What's the correct way to add a new field (JabberUID) in the Agent's profile so we can configure our Agents to receive notifications on email and Jabber? I'm thinking on setting up a Ticket Event to make it send these Jabber notifications when a Ticket reaches its EscalationTime. Is there any way to create a new ArticleType (I.E: xmpp-notification) so I can create an Notification Event and use it to notify my Agents via Jabber instead of creating a Ticket Event? Thanks in advance! -- Daniel Santos daniel.santos(a)etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 85 3101.6600

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Re: [otrs] Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Mark Dissington 02 Jul '13

02 Jul '13

>>> On 27/06/2013 at 22:10, Ryan Jones <rjones(a)aereo.com> wrote: > the 'otrs' '@' '10.3.0.56' user wasn't created. I created it manually and > set the pw and still no luck > If your Application and MySQL servers are on different boxes check to ensure the MySQL server is listening on the correct IP address AND that you have the firewall open for the MYSQL port (TCP 3306) at least allowed for the application server. M. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

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Core.UI.InitCheckboxSelection is not a function after upgarde to 3.2.8
by mofoe 28 Jun '13

28 Jun '13

Hello list, after upgrading a pretty old otrs instance to 3.2.8 ( i had to go from 2.4.9 -> 3.0.20 -> 3.1.17 -> 3.2.8) i get a message box when ever i select something from the "Tickets" menu. After that i can not click on any buttons on the web page any more. Every thing else seems to work fine. i saw some other people with the same error, but could not find a solution: - http://forums.otterhub.org/viewtopic.php?f=35&t=21065 - http://forums.otterhub.org/viewtopic.php?f=31&t=19553 Any help would be highly appreciated! Thank you very much. With best regards, moe

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Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)
by Bogdan Iosif 28 Jun '13

28 Jun '13

Hi list, I'm trying to upgrade to 3.2.8, from 3.1.10, on Win 2008 R2 with SP1 and I'm running into an ugly problem that I think is related to the Apache config deployed by OTRS's Windows installer 2.4.8. I used this 3.2.8 package because I made the common sense assumption that its installer is more stable than the latest beta for OTRS's Windows installer 3.0.0. First, I performed a clean install (in a VM where Windows itself was freshly installed) using otrs-3.2.8-win-installer-2.4.8.exe. When it came time to run the web installer I instead switched to following instructions for the upgrade from here: https://github.com/OTRS/otrs/blob/rel-3_2_8/UPGRADING.md =Symptoms= Everything went OK with the upgrade up to, and through, step "12. Restart your services". When I reached step 13 and needed to start using OTRS's admin interface, I discovered the application is unusable because Apache's process crashes very suddenly after a few HTTP requests and OTRS is effectively shutdown afterwards. If I attempt to manually restart the Apache service then it crashes again very soon, following the same pattern. The Event Log contains some cryptic messages like: ==System Log== The Apache2.2 service terminated unexpectedly. ==Application Log== Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x753a34c1 Faulting process id: 0x458 Faulting application start time: 0x01ce6cdea9707025 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: unknown Report Id: 3c668618-d8d2-11e2-b6da-000c29f4581a Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: IPHLPAPI.DLL_unloaded, version: 0.0.0.0, time stamp: 0x4ce7b859 Exception code: 0xc0000005 Fault offset: 0x753a34c1 Faulting process id: 0x6bc Faulting application start time: 0x01ce6cdeb6fa43b4 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: IPHLPAPI.DLL Report Id: 3bfdbf74-d8d2-11e2-b6da-000c29f4581a =My Investigation= The following recent post (in German) describes almost the same exact problem that I have: http://stefan.pachlina.net/index.php?option=com_content&view=article&id=317… Reading through Google Translate, I saw the author pinpointing the root cause to a faulty version of \OTRS\apache\bin\libapr-1.dll. He said the bad version is 1.4.5.0 and recommends instead either 1.3.6.0 or 1.4.6.0. Note that I currently have 1.4.5.0 in production and haven't ran into any problems. Also, I have no idea how the post author identified that DLL to be the problem. The output from "httpd -v" is identical between my prod (3.1.10) and test (3.2.8) envs but after doing a folder comparison I see a lot of differences in files from apache\bin. First, there are a lot of *.DLL and *.SO files that are different and the versions deployed with 3.2.8 seem a lot older (from 2009) than those deployed with 3.1.10 (from 2012). Here is a report (copy/paste in notepad to see it clearly): Name Version Size Modified Name Version Size Modified ------------------------------------------------------------------------------------------------------------------------------- bin 9`108`428 19-Jun-2013 15:52:38 bin 28`155`388 19-Jun-2013 15:50:52 +libaprutil-1.dll 1.4.1.0 192`604 28-Jan-2012 12:15:46 >> +libaprutil-1.dll 1.3.8.0 188`496 06-Jul-2009 23:21:36 +libapr-1.dll 1.4.5.0 139`347 28-Jan-2012 12:11:16 >> +libapr-1.dll 1.3.6.0 135`239 06-Jul-2009 23:21:20 +libapriconv-1.dll 1.2.1.0 36`958 28-Jan-2012 12:11:24 >> +libapriconv-1.dll 1.2.1.0 36`946 06-Jul-2009 23:21:24 +apr_dbd_oracle-1.dll 1.4.1.0 32`868 28-Jan-2012 12:15:54 >> +apr_dbd_oracle-1.dll 1.3.8.0 32`856 06-Jul-2009 23:21:38 +apr_dbd_sqlite3-1.dll 1.4.1.0 28`773 28-Jan-2012 12:15:52 >> +apr_dbd_sqlite3-1.dll 1.3.8.0 28`761 06-Jul-2009 23:21:38 +apr_dbd_pgsql-1.dll 1.4.1.0 28`771 28-Jan-2012 12:15:56 >> +apr_dbd_pgsql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_mysql-1.dll 1.4.1.0 28`771 28-Jan-2012 12:15:58 >> +apr_dbd_mysql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_odbc-1.dll 28`770 28-Jan-2012 12:15:50 >> +apr_dbd_odbc-1.dll 28`758 06-Jul-2009 23:21:38 \apr_ldap-1.dll 1.4.1.0 24`671 28-Jan-2012 12:15:50 >> \apr_ldap-1.dll 1.3.8.0 24`659 06-Jul-2009 23:21:36 ------------------------------------------------------------------------------------------------------------------------------- There are more differences, amongst which the most notable are a lot of *.SO files in \apache\bin\iconv that are even older (from 2008). Last but not least, there are a lot of *.PDB files sprinkled through \bin subfolders. =Bottom Line= I don't know what to make out of this difference in DLL versions. It seems the installer's author started to use older versions on purpose but I don't know why. Can someone make sense of this problem or at least provide me with some info about a 3.2.x release whose Windows installer works on Windows 2008 R2? /bogdan

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New Ticket create not working table format
by KalyanaChakravarthy MP 28 Jun '13

28 Jun '13

Hi , Customer view or agent view create and update ticket text area option table and number list showing fine. But after sending or submit ticket it showing only plain text and number list displaying "-". How to change plan text to rich text. I am trying changes 1. PostmasterAutoHTML2Text --no 2. Frontend::RichText --- yes But not working anyone help me. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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