July 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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Upgrade path from 3.0 to 3.2 - questions
by Paul Simons 12 Aug '13

12 Aug '13

I am running version 3.0.1 (CentOS and PostgreSQL 8.1) and I want to upgrade to the latest version 3.2.9. In fact I am building a completely new system and decommissioning the old hardware. Do I have to follow the upgrade path 3.0 > 3.1 > 3.2 or is there an easier way? I only want to keep the ticket history. If I do have to follow the upgrade path has anyone documented how to do it and is willing to share :-) ? Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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Lock agent access to archived tickets
by Dion van Adrichem 07 Aug '13

07 Aug '13

Hi all, I have a system quite a lot of archived tickets by now. Currently it is possible access these tickets via the search-attribute or by typing in the ticketnr in the addressbar. Is it possible via ACL to block access to these tickets altogether? Or if that is not possible, at least block the archive search-attribute? Thanks in advance. Dion

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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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Auto-Answer for phone and API-generated tickets?
by Olivier Macchioni 31 Jul '13

31 Jul '13

Hello dear OTRS user list, Our problem is the following: If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it. If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets. "Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above. Does anyone know another OTRS feature which could fulfill our need? Thank you, Olivier

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Unabled to close a ticket
by claude 30 Jul '13

30 Jul '13

Hi, I have a ticket automatically re-opens by the user admin. It happened several times but only with one ticket. The ticket's history have this 3 lines at each time it's re-opened : Lock Ticket verrouillé. - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 Misc Reset of unlock time. - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 StateUpdate Avant : "closed successful" Après : "open" - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 Can anyone help me ? Thanks and regards Claude

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Empty popup when replying to ticket in OTRS 3.2
by Fatih Kalifa 30 Jul '13

30 Jul '13

Hi, I recently upgrade OTRS from 3.1 to 3.2.9. After upgrading, I notice that if I reply ticket that created before upgrade (ticket created in OTRS 3.1, but follow up made in OTRS 3.2), the popup to send message won't show anything (in page source there are some javascript). Is it just me or am I doing something wrong? Thank you -- Fatih Kalifa

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New Notification created but not being displayed under AgentNotifications
by Darshak Modi 26 Jul '13

26 Jul '13

I created New event notification for TIcketClose but its not being displayed under Agent Notification links. I do not see any error in RebuldConfig also. -- ------- Darshak Modi | Telecom Practices Call- 079-26405600 Ext-1210

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