Direct acces to OTRS database ... cache problem?

[rbelistan]

Hi,

First post

I'm french and my company owns an OTRS platform.
This platform is used to give technical support to our customers.

For some reasons, our customer database is not direclty reachable by OTRS.
We can't use the external backend feature.
In OTRS Free, we don't have tool to link customer company and service.

We have developed a tool (in java) which allow us to sync our customer database with a table in the OTRS database.
Our tool is made to update the list of companies, update another table which keep the link between companies and services, and finally update the table service_customer_user with the content of the two previous tables.

Our Problem (and surely we don't have very well undestand how things really work in OTRS) is when our tool do UPDATE SQL querry to add a link between a customer user and a service, the table content is correct but in the OTRS frontend nothing change!

We have tried to do this queries directly with a Mysql frontend and no success ... in the admin panel customeruser <-> services no change.

We have supposed there was a cache problem but even if we wait a long time, even if we drop cache browser etc. ... the frontend seems to not take into account the changes.

Can someone tell me if we have missed something important or "Hey man, what you want to do is not possible ..." ?

I thank you in advance for your help and i apologize for my bad english.


Regards

[reneeb]

You shouldn't do any write actions on the database. Use the API... Have you checked that the values in the database table is correct? Have you tried to delete the cache (perl bin/otrs.Console.pl Maint::Cache::Delete)?

[rbelistan]

You shouldn't do any write actions on the database. Use the API... Have you checked that the values in the database table is correct? Have you tried to delete the cache (perl bin/otrs.Console.pl Maint::Cache::Delete)?

The values are correct.

And i just found the command Maint::Cache::Delete ... i tried it and it works!

After more searching i used :

bin/otrs.Console.pl Maint::Cache::Delete --type Service

Our tool will use this command by shell after an update.
So we won't destroy all caches each time we will want modify a customer user.

Does the API do the same thing?

Whatever it is, thank you for your help.