Modify bundled ticket connector

[vulk]

I want to use the bundled ticket connector in order to integrate otrs with a field services aplication, I need to include some additional fields to the webservice that I need to see in my application. I couldn't find anything in documentation, forums or blogs.

Anybody knows how to modify or create a connector for the webservices framework in otrs?

thanks

[jojo]

if these fields will be additional ticket fields (dynamic fields) you don't need to change any code on the connector

[vulk]

I need to add some fields already included in the ticket, for example the pending reminder date, customer address, customer phone, customer contact.

Thanks for your quick answer.

[jojo]

please read http://doc.otrs.org/3.1/en/html/genericinterface.html

[vulk]

I was reading the documentation and I learned how to get a lot of information with TicketGet by script in Perl or webservices in an app, but I can't include customer information like contact, address and phone, is there some examples about modifying the connectors or to create a new one?

Thanks

[teles]

I Think that you need to create a new One.

To create a User , Customer etc Webservice all i need to do is to add a new /Operation file and describe it in the YML and WSDL or some additional development is required?

[crythias]

You probably don't want or need to create a user/customer via web services.
Oh, it's probably possible to do this (see http://dev.otrs.org/), but it's probably less error prone to query such thing as a[n additional] backend from valid, verified user sources.

The act of creating a user should be different from the act of creating a ticket, and should be tightly controlled.

[teles]

I agree, and i surely don't want to create users via webservices.

But if i want to get the SLA Objects , i need to follow the described steps in my previous post , right ?

[crythias]

But if i want to get the SLA Objects , i need to follow the described steps in my previous post , right ?

Seems good to me.

[teles]

Ty and wish me luck

[vulk]

Crynthias, I agree with you, I shouldn't create users via webservices, but I need to query user information along ticket information, I don't want to do two requests one via webservices and another via sql, if I could get all ticket information and customer information in the same way (webservices) it would be great. But I can't figure how can I do that, can you give me some guidance?

Thanks.

[crythias]

but I need to query user information along ticket information

Why? The information is already visible within OTRS when the ticket is created. It is looked up from the information that corresponds to the email address of the ticket submitter.

If you need it in the web interface, it's already there.
If you need it in the Agent Notification, you just have to add those fields in the notification. Your ticket generator webservice doesn't need to push this information from obtaining the information. If OTRS already knows it, there's no need to ask OTRS to provide it to attach it to the ticket.

[vulk]

The answer is: I have a mobile application in windows mobile that reads all info via ticket_get, then with ticket_update I can add some information to the ticket and then close it. Thus I need to get customer information along ticket_get in order to display it in the mobile app.

[crythias]

You'll have to develop the wsdl for your needs.

[vulk]

Exactly, but there is where I can't find documentation about this kind of developement. I already read http://doc.otrs.org/3.2/en/html/genericinterface.html but I can't figure how can I to develop a new fields for the connector or a new connector.

I was inspecting the files in perl inside the connector but I can't find any code about the SQL statements that brings the fields of the connector.

Am I searching in the wrong places?

Thanks

[vulk]

Anyone has some practial information about this topic?

Thanks

[crythias]

I don't think anyone would. This is new technology from the OTRS staff and they're only interested in ticket interface.

[vulk]

Ok, thanks for your help, I wait for the next releases of OTRS, I think that the generic interface is a great advance in the architecture of the solution.