February 2014 - 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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Question about fetching mail
by Mark Campbell 07 May '14

07 May '14

So I have a fairly perplexing problem. I have OTRS 3.1.11 setup on a CentOS6 Virtual Machine, and under our normal email flow (<100 messages/day), the system works like a charm. However, once a month, we hit a spike in emails, to the tune of 10,000 in a day. Most of these emails are automatically generated by our system, and are merely informational in nature. I have filters in place to filter them to different queues and in many cases, automatically close them. However, OTRS cannot keep up with downloading them, as apparently every time it fetches email, it only fetches about 10-30 (variable) messages at a time. Obviously, at 10 minutes in between fetch times, this is almost incomprehensibly slow. But even at 1 minute fetch intervals, our system can't keep up. How can I tell it to grab all messages at fetch time? I've resorted to repeatedly clicking on fetch mail in the admin section under PostMaster Mail Accounts, and even that can take hours when you find that there's 7,000 in the mail queue. Any help would be appreciated. Thanks, Mark Campbell Systems Administrator

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Can't run Scheduler on otrs 3.3.4
by Mimiko 29 Mar '14

29 Mar '14

Hello. The scheduler can not start on system start-up, or using /etc/init.d/otrs-scheduler-linux start. The problem is in this: bin/otrs.Scheduler.pl -a status Not Running! *** glibc detected *** /usr/bin/perl: double free or corruption (!prev): 0x0000000001f9a1b0 *** And script hangs. I use Control+C to stop it. I didn't find out why is this error. My system is: Linux 3.2.0-4-amd64 #1 SMP Debian 3.2.54-2 x86_64 GNU/Linux Thank you for help. -- Mimiko desu.

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Authenticate ldap and local, possible?
by iga3725＠yahoo.com 28 Feb '14

28 Feb '14

Hi again, After otrs has been setup with ldap backend, reading from the manual, now it's time for authenticate them.. I have added this lines to Config.pm but it's not working... ################ LDAP AUTH ##################### $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'domain.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=domain,DC=domain,DC=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Israel Garcia Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=BIBM,DC=bibm,DC=net'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password-:)'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = 'uid'; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; ############################################ Otrs are not able to authenticate any user... Am I missing something in the setup to allow users (customers and agents) to login to our Otrs? Also, is possible to authenticate ldap and local-database users? Thanks much!!!!!!!!!! regards, Israel.

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process management
by Darshak Modi 27 Feb '14

27 Feb '14

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ticket_history table understanding
by Darshak Modi 27 Feb '14

27 Feb '14

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Re: [otrs] (SOLVED) Sizelimit exceeded error after configure Otrs with LDAP backend.
by iga3725＠yahoo.com 26 Feb '14

26 Feb '14

It's working with your config... Now, our new Config.pm for LDAP is: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=Israel Garcia Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Daniela2013', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if both your frontend and your LDAP are unicode, use this: SourceCharset => 'utf-8', DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Thanks much Sune T. Tougaard ;) El Miércoles 26 de febrero de 2014 11:31, "iga3725(a)yahoo.com" <iga3725(a)yahoo.com> escribió: OK.. let me test with your config.....;) Thanks!! El , "iga3725(a)yahoo.com" <iga3725(a)yahoo.com> escribió: El Miércoles 26 de febrero de 2014 11:26, Sune T. Tougaard <stt(a)lyngsoesystems.com> escribió: Hi, Well, the only issues (compared to my own AD LDAP config) that I see in the config snippet you sent are these: 1) CustomerKey => 'uid', In my config, I’m using: CustomerKey => 'sAMAccountName', 2) CustomerUserSearchFields => ['uid', 'cn', 'mail'], In my config, I’m using: CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 3) CustomerUserSearchListLimit => 1, In my config, I’m using: CustomerUserSearchListLimit => 1000, (and you say you have also changed this, so…) 4) In the Map => section: Map => [ … [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], In my config, I’m using: Map => [ … [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], -- /S From:iga3725@yahoo.com [mailto:iga3725@yahoo.com] Sent: 26. februar 2014 10:26 To: Sune T. Tougaard; User questions and discussions about OTRS. Subject: Re: [otrs] Sizelimit exceeded error after configure Otrs with LDAP backend. Hi.. what I see is that Otrs does not import users from our Windows DC's servers and the error that is shown on logs is: Feb 26 10:23:03 cmdbsrv OTRS-CGI-90[7445]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:03 cmdbsrv OTRS-CGI-90[7445]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:05 cmdbsrv OTRS-CGI-90[7444]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:05 cmdbsrv OTRS-CGI-90[7444]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded CustomerUserSearchListLimit parameter is 250, I have increased to 5000 and nothing happens... ;( El Miércoles 26 de febrero de 2014 10:20, Sune T. Tougaard <stt(a)lyngsoesystems.com> escribió: Without being entirely sure of what you experience, could this perhaps be an issue: CustomerUserSearchListLimit => 1, Try increasing that. -- /S From:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of iga3725(a)yahoo.com Sent: 26. februar 2014 09:53 To: OTRS. User questions and discussions about Subject: [otrs] Sizelimit exceeded error after configure Otrs with LDAP backend. Hi, We have setup otrs 3.3.2 to use a LDAP backend. For this we have added this part to Kernel/Config.pm file: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=Israel Garcia Alvarez,OU=Sist,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Password', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if both your frontend and your LDAP are unicode, use this: SourceCharset => 'utf-8', DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ################ LDAP AUTH ##################### But when we access Customer web page ( See image attached) we see this error on Otrs's log: Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Does any of you have any idea why? Thanks much! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Sizelimit exceeded error after configure Otrs with LDAP backend.
by iga3725＠yahoo.com 26 Feb '14

26 Feb '14

Hi, We have setup otrs 3.3.2 to use a LDAP backend. For this we have added this part to Kernel/Config.pm file: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=Israel Garcia Alvarez,OU=Sist,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Password', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if both your frontend and your LDAP are unicode, use this: SourceCharset => 'utf-8', DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ################ LDAP AUTH ##################### But when we access Customer web page ( See image attached) we see this error on Otrs's log: Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Does any of you have any idea why? Thanks much!

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