Displaying external data fields in OTRS

[chetannagaonkar]

Hello again,

I have a scenario where in I need to display fields from external database. For instance, when the agent opens ticket, he should be able to see the system details of the customer which are stored in another database. Has anybody implemented this type of scenario?

Best Regards
Chetan

[crythias]

Can it be assumed that the additional data is not in the same database as the customer user information?

[chetannagaonkar]

Yes, Crythias. The external data is in other database sitting in other server. I need to access the data by comparing the user details and retrieving only the required details.

Best Regards
Chetan

[crythias]

Nothing's built in to do that. You can try to import/export some things ... see http://forums.otrs.org/viewtopic.php?f=53&t=5353

now, if the information is accessible in its own web-based form (other application), it is possible to link to it, but you'd need some specific key and method to pass.

[chetannagaonkar]

Thanks, Crythias. I do not have ITSM installed. Is it possible to use select statements in the free text fields to access external fields? the data that will be stored in external database will be dynamic. hence i am not sure if export/import solves the purpose for those who have ITSM installations either.

Best Regards
Chetan

[crythias]

As noted previously, it's not within OTRS to keep track of things that are not inside OTRS.

OTRS doesn't have information how to connect to your other data, what its format might be or how you'd like to present it and on what page/action. By the time you determine all that, unless the data is presented in a windows app, your best bet is to hyperlink to the providing software. If that is not an option, consider hiring someone (me? ) to program such a thing for you.

[chetannagaonkar]

I wish I could, Crythias
Just a quick question though. I haven't tried providing links either. That may be try worth to provide appropriate link to another application. Do you mind if you can throw some light on this pls?

Best Regards
Chetan

[crythias]

There just might be something in the most recent HowTos about that. http://forums.otterhub.org/viewtopic.php?f=60&t=7787

[chetannagaonkar]

This is great, Crythias. Thank you. Hopefully, I'll be able to leverage htmls for the functionality that I am working for.

Best Regards
Chetan