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 <OTRS_HOME>/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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