Re: [otrs] OTRS and CRM Software ?

8 Nov 2005

      Jerome SCHEVINGT wrote:
...
Hi
Anyone know if i can use OTRS with CRM Software (SugarCRM or VTiger) ?
Actually, i use a old version of SugarCRM and OTRS version 1.1.3 (old
too..)
but with no link from SugarCRM to OTRS (all ticket are added manually to
SugarCRM).
Now we want update all and want see if we can use automatiquely OTRS into
a CRM Software (we can change SugarCRM to VTiger ..)
Thanks for your help
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Hi Jerome,
as far as your CRM holds its data in a database or LDAP/AD and you have
(read) access to it it's pretty simple to have OTRS working with your CRM.

Simply check your /Kernel/Config/Defaults.pm. In that file
you will find a block starting with

<snip>
    # --------------------------------------------------- #
    #                                                     #
    #             Start of config options!!!              #
    #                 CustomerUser stuff                  #
    #                                                     #
    # --------------------------------------------------- #
</snip>
Here you will find:

DATABASE SETTINGS
<snip>
Self->{CustomerUser} = {
        Name => 'Database Backend',
</snip>

LDAP SETTINGS
<snip>
 $Self->{CustomerUser} = {
        Name => 'LDAP Backend',
</snip>

So up to your needs copy the one or the other block into your Config.pm.
Then modify the settings after your needs and that's all.

You have successfully connected your CRM to OTRS. :-)

Have a nice day.

Christopher Kuhn

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