OTRS frontend .NET - DokuCenter

[kentil]

Hello everyone!

I am looking for some people who can look into a project that im working on. The project is a .NET program written in C#, which use OTRS as a backend for a CRM program. The idea is to use OTRS to keep track of tickets from customers, and save customer information in the frontent that I create.

I am looking for some pointers about where I should go from here, legal terms etc. Please have a look at the screenshot and give me a feedback

Functions:
* Overview of tickets, sorting of agents, tickets close/open etc
* Contacts for a customer
* Activities (phone calls, visits, jobs)
* Documentation (files, agreements, etc)
* Time registration (bundled with a time factoring program like Visma Avendo Time)
* Services (List the services which the customer has and detals about it)

[jojo]

which methods did you use to connect to OTRS?

do you plan to bundle OTRS with your software?

[kentil]

I connect to OTRS through SQL.

Im not planning on bundling it with my software, but rather let my program support OTRS, in the setup. The program doesnt need OTRS to work, but its ticket function rely on OTRS integration.

Is this legal? Is it possible to bundle it with OTRS of some kind? What about running OTRS in hosted mode?

[jojo]

if you don't bundle it it should be no problem.

If you bundle it you need to follow the licence (AGPL v3).

I suggest to use Webservices instead of SQL

[kentil]

Thanks for your answers jojo, I will look into the webservice part.

The reason beein for using SQL, is that the application works very fast this way, I hope the webservice will be just as fast.

[jojo]

Webservices will be slower, but you already have some abstraction level and can also use it on hosted systems.

I also suggest to have a cache in your application.