OTRS Helpdesk Integration

[ftreml]

Dear Community,
We are currently in discussion with OTRS, who deliver an enterprise-class helpdesk and trouble ticketing software as Open Source, about integrating their software with the Sugar "Cases"-module. As always, we follow the principle not to reinvent the wheel: we will not extend Sugar with helpdesk or trouble ticketing, but let OTRS do the work (and it does it in a great way!) with the callcenter and support agents, and replicate the trouble tickets to Sugar to make them visible for your sales agents.
We want to encourage feedback, what you think is important for your Sugar users. This is what we have planned so far:

* In OTRS, use the Sugar "Accounts" module for address and contact lookup
* trouble tickets are replicates to the Sugar "Cases" module for documentation purposes (but not in the other direction!)
* when creating a new Case in Sugar, it is handed to the OTRS for further processing. state changes are replicated back to sugar.

Looking forward to your comments!
Florian

[mycrmspaceclemens]

Hi Florian,

This is definitively a brilliant idea. How will the history of a single trouble ticket be handled? I dont think it needs to be completely synced but only linked to the corresponding Sugar case.

Best,

[robin850]

Please please please make this happen. I run a small IT Services company and would love to have these tools linked.

[ftreml]

This is definitively a brilliant idea. How will the history of a single trouble ticket be handled? I dont think it needs to be completely synced but only linked to the corresponding Sugar case.

history of a trouble ticket is mainly kept in OTRS. I was thinking about replication of the history by means of Sugar Notes - each history entry is one note, with text. I think this is enough ?

[shawnbishop]

Good Day

This would be fantastic...so WHEN WHEN WHEN!! :-)

I also run a small IT company and we find the cases module a bit hard to use...(as it doesnt hide the closed cases etc...)

Fantastic product keep up the good work...

[hydrospace]

Any news on this? I found on sugarforge the otrs sync project but this is empty so far...

[paikmoses]

Folks,

Bumping up! Any progress on this?

Waiting,

[danielbu]

Does anyone know if any progress has been made here?
I see there is a project on SugarForge (called ZuckerSync4otrs), but it seems dead, as it was created over 6 months ago, but has not released neither files nor any news so far.

OTRS + SugarCRM would surely be a dream combination, very similar to expensive commercial systems like SuperOffice+eJournal.

[bingnet]

Definitely looking for something like this! FYI the CVS links to ZuckerSync for OTRS are in the "Resources" tab of the project page on sourceforge.org.

[bwyman]

Is there still any interest in creating a connection between otrs and sugar? I am going to be working on this myself, and wouldn't mind any help from others who would also benefit from such a link. Please respond to this thread or pm me if you are interested in helping, or any suggestions are also appreciated.

This is a must-have on my end, so I will definitely be pushing forward with this, however this is still in the planning stage at the time of this posting.