ZuckerSync4OTRS - OTRS Helpdesk Integration

[ftreml]

Dear Sugar Community,
I just uploaded a first alpha package of the OTRS Helpdesk Integration extension for Sugar - http://www.sugarforge.org/projects/zuckersync4otrs/
In this first version it is possible to synchronize your OTRS trouble tickets into Sugar cases.
Enjoy.
Florian

[canuckistani]

Hi,

I have this app sort-of half working, with some modifications and a lot of swearing. I am using SugarCrm pro 5.1 and OTRS 2.3, and first off had to do a couple of things to get things working:

1. I identified tickets in OTRS related to Sugar Acounts by comparing the domain name in the customer_id field in the ticket table to the email1 field in the accounts table. I replaced the customer_id in OTRS with the sugar account guid as need be.

2.I adjusted the sql query in otrs.php to fit some changes in OTRS 2.3:

select 
t.id as ticket_id,
t.tn as ticket_tn,
t.title as ticket_title,
t.customer_id as ticket_customer_id,
a.a_subject as ticket_subject,
a.a_body as ticket_body,
tp.name as ticket_priority,
ts.name as ticket_status
from ticket t
inner join ticket_history th on t.id = th.ticket_id and th.history_type_id = 1
left outer join article a on a.id = th.article_id
inner join ticket_priority tp on t.ticket_priority_id = tp.id
inner join ticket_state ts on t.ticket_state_id = ts.id
order by t.tn

This does run and create cases in Sugar based on OTRS tickes, but these new cases are missing various fields such as the ticket subject, etc.

Is this a known issue? Have you done any additional work on this mod? I would like to get this going, and would be happy to copy back any changes I make in order to do so, provided the code continues to be open source.

thanks, Jeff

[jonathan.a]

Hi, news about this module ?