Updating & Closing Tickets - Outside of OTRS

[MrShinken]

Hi all,

we are now able to generate bills of delivery based on ticket related information. Because of the unexpected success with this tool and OTRS we want to edit and close tickets with the same tool. The key feature of this tool is, to simply finish customer tickets with a minimal amount of time and effort.

Certainly we realize this in MySQL. The question is now, do we only need to update the both tables "ticket" and "article", to close a ticket and send an email to the customer properly? Are there any other things to keep in mind here?

Sorry for those noob questions, but we need to make sure to prevent any kind of anomalies.

Thank you.

[jojo]

you have to use the API or a webservice to close the tickets. Never write directly to the database!