Extending OTRS

[chandra001]

Hi All,

I am a newbie to OTRS. I going through the system to verify whether it needs my business requirement.

The support desk built in the system is excellent. However, I want to know whether we can extend the OTRS to have other functionalities which are specific only to my business. Something like I want to integrate my billing system where I need to query some other database (MSSQL) and show few reports, update the master data in my custom database, etc.

Can we develop a stand alone website in some other language (like Asp.Net) and integrate this into OTRS?

What are the packages for? How we can use the packages?

What is the goal of web services? How we can use the ability to create new web service and upload to the OTRS system?

Can someone please provide some light on the above queries? This will help to judge to what extent I will be able to customize the product (OTRS) to meet my requirement.

Thanks in advance.