Hi,
we are hosting several customer databases and handle the support for these customers.
In future we would like to use OTRS to improve the performance of our team.
What we like to do is that if a persons sends a support question by e-mail (or even on the phone) it will go to a queue identifying to which customer (and database) it belongs and we'd like to be able to search the personal data (name, address, etc.) of this person within OTRS in that large number of databases and fill out the appropriate fields with that data without putting it all in manually. There already is an API which connects to the databases and can be used by HTTP-Request - means you send the name or customer-id to this API and get back an xml-file with the rest of the data taken from the correct database (it is very common that a person exists in several databases) automatically.
If I got it right we should use the OTRS webservices (SOAP) to make a connection between OTRS and this API. Since I am new to this can you explain how to set up such a search functionality within OTRS? All I found is to create tickets in OTRS from other programs using SOAP.