Customising otrs

[kache]

Hi. I am a newbie to OTRS development. Our organisation has been using OTRS 3 since Feb. I've was tasked to customise it, adding a few fields to meet our specific need. Please, can someone tell me how to access code from an installed version.

[jojo]

You need to ask you server administrator. If it is an OTRS on Demand version you can not modify things

[kache]

It's not an on Demand version. It's locally hosted.

[jojo]

You need to ask you server administrator.

[Alexander Halle]

Hi kache, jojo is absolutely right since your question is very general and you don't seem to have dealt much with OTRS :-(

If you can't ask your administrator because you are the administrator yourself then you need to deal more with OTRS and provide us much more information and a much more specific question.

You didn't tell us your exact OTRS version, your operating system, your installation method and what you have tried so far, so nobody is able to tell you where to find the "code".

Also your question lacks information about what exactly you are trying to do, there are many "fields" in OTRS. Which fields are meant ? What fields do you want to add ? How shall the result look ?

Last you said nothing about your experience. Did you install and configure OTRS yourself ? Do you have Perl / Javascript / SQL / shell knowledge ? Have you read the documentation ? If yes, which documentation, there exist several manuals.

You don't need to be an expert, usally someone can give you a starting point. But please, you need to tell us details, nobody will spent his free time finding out, what you mean. And please also notice that usally the forum users judge if one has strived to solve a problem before they answer. If one shows no effort nobody will use his free time to help. I hope there is no misunderstanding, this is a community forum for volunteers, it's not an official support forum, where you are a customer and have the right for support. If you need paid, commercial support please say, then we will guide you to the right place.

So don't give up, put your question again, but in a form that volunteers need not much time to understand your question and to help you :-)

Regards

Alexander

[kache]

Thank you.

I have SQL knowledge and I'm just starting on PERL.I know a bit of Java. I have programming skills using other languages.

We are currently running otrs 3.0.7-01 on Fedora. We used yum to install the package.

We are using otrs for internal ICT service requests. Each ticket is to have an asset number field. So far I've altered the ticket table in the otrs database by adding asset_number field.

[Alexander Halle]

Maybe you don't need to write own code or alter the SQL tables , please see :

http://forums.otrs.org/viewtopic.php?f= ... 12&start=0

Is that what you searched ?

[kache]

Thanks fro the link.

[kache]

Hi.

Thank you Alexander_Halle. I followed the link and the help I found was useful. I configured the asset number field successfully.

Regards