Can a custom configuration be read and set using ConfigObject?

[OTRSRDNewbie]

We are using otrs 3.3.2 running on Red Hat Enterprise Linux Server release 6.3 using MySQL

Our system is set that each team has its own Queue. We have off boarding tickets that generate additional ticket for discontinued service on several queues. Sometimes new service (queues) are added, or removed from the off boarding process as duties and scopes get rearrange. The current implementation was hard coded and I have a new ticket to make this process configurable.

I am planning to perhaps create a custom front end in the dashboard and save off boarding configuration in an xml file maybe call it OffBoarding.xml. If for example the off boarding creation of tickets will be made by a GenericAgent. Is it possible for ConfigObject to access this newly created xml (OffBoarding.xml) configuration ?

By the way my predecessor use Master/Slave to create new tickets. It would be helpful if I could get more idea about what its scope is? If link tickets and parent child tickets are different from Master/Slave cause I am seeing mentions about just using link tickets or parent child. I have some idea what Master Slave from perspective of database systems, hard drives. But I am not yet familiar with otrs' Master Slave module. Scope, set up.

Also I have little experience in front end and User experience. I think the rich text is CKEdit, are there any more third party html input editor that we can use in otrs?

[reneeb]

To answer your question in the subject: Yes.

Maybe you should think about an OTRS Developer training.