Synchronization problem from external backend after changing

[Gunjan]

Hi,

I am using OTRS 3.3.4 and for customers I am using external backend SQL server. Everything is working fine except when I make any change in my external backend, it does not reflect OTRS immediately. Everytime we need to run deletecahce command. Is there any solution by which we can do this? (we can't turnoff cachettl because it slows down the system at the time of creating tickets.)

Regards,
Gunjan

[Gunjan]

Please help me if some one knows a solution.

[ThorstenEckel]

Hi Gunjan,

you can define a TTL for the Cache in your Config.pm. If this TTL is 0, no Cache will be used for the Backends. So turn CustomerCompanyMap -> CacheTTL or CustomerUserMap -> CacheTTL to 0 and you will get the wanted result.

[Gunjan]

Hi,

If I turned off the cachettl, it would affect the performance of ticket at the time of creation. when you select a customer in customer user, it would take time to load values in other fields.

[ThorstenEckel]

Hi Gunjan,

yes, thats correct. There is no possibility to turn off the cache for certain operations and enable it for others. So you have to decide: CacheDelete or performance affection...

[Gunjan]

could you please tell me what does the following configuration do?
CustomerCompany::EventModulePost###100-UpdateCustomerUsers

[ThorstenEckel]

Hi Gunjan,

sure. This event module updates the CustomerID of CustomerUsers if the CustomerID was changed while updating a CustomerCompany record.

[Gunjan]

does It also mean if I would make any change in External backend, it would also make a change on otrs?

[ThorstenEckel]

Hi Gunjan,

no. There is no way OTRS can recognize these changes because there is no trigger informing OTRS about them.