Integration between two OTRS

[aojunior]

Hello, is this possible to integrate two OTRS systems ?

Our necessity is to integrate two company systems, then one of the companies will execute an first level attendance, and our company will receive the second level of the attendance.

If it's possible, please, send a documentation link for this configuration.

Thank you,
Junior.

[mario156]

http://blog.otrs.org/2010/08/11/how-to- ... ngle-host/

[crythias]

Don't forget to set different internal IDs for each otrs instance. (the default is 10).

[aojunior]

Hi,

Thank you for the fast response, but to clarify I have two different machines at two diferente places running OTRS at different data bases.

I want to open a Ticket at one of the OTRS systems, and this ticket must be replicated to another instance of OTRS. When the ticket is updated or closed, it must replicate for both instances.

Is there any kind of integration already implemented at OTRS ?

[Daniel Obee]

Im my eyes the whole purpose of having a ticket system is getting around redundancies and copies and stuff...

Maybe you should re-think the whole setup. I've run OTRS in up to four different call centers plus a 2nd level inhouse - one system only. OTRS's access right structure is fully capable of handling a complex situation like that. Queues which aren't to be viewed can be fully hidden to the other party and other queues can serve as intermediates for ticket transfers. As long as you can agree upon the administration - you can even run two completely different themes on the system...

Just my 2 cents...

Daniel

[aojunior]

Hi Daniel,

Let me try to clarify better...

I'm talking about two different companies (different places), working together to open incidents and resolve them.

One company is the responsable to open a first level ticket. Once the incident is identified that is not the first level situation, then, this ticket will be transfered to another company ticket system.

We are resposable for the 2 level and will receive the ticket opened from another company.

Example:

The user will call for the company X, the ticket is opened at OTRS of the company X and it is identified that is not a first level situation.
This ticket is putted for example at queue for company Y.
The OTRS of the company Y identify that there is a ticket for company Y and copy and mantain the ticket actualized at both companies.

[crythias]

This can be done with one instance of OTRS (different Queues and user groups = different Agent Companies). Or you can have different internal IDs and forward tickets via email between them... but that's not optimal.

[Daniel Obee]

Since OTRS is web-based it doesn't matter at all if different places or not. We had a call center in Asia two different spread over Germany and the headquarter too. Plus Country Management working from England and the US. It doesn't matter.

You can easily build a system that completely separates the two company's agents, access rights, statisticts etc. You just got to agree on who's doing the administration.

Greets
Daniel

[Fanboy]

hi, ive done this, it was before i realized how simple it was to bring otrs to the web (and im still having probs with that so.... this is working for me here)... what can be done is the following:

-make 2 ids for the same mail, eg firstlevel@abc.com and 2ndlevel@abc.com
-emails which go to firstlevel@abc.com, should be forwarded to 2ndlevel@abc.com, my host uses smartermail so its pretty easy to do this there; not done in otrs mind you
set the firstlevel@abc.com to recieve at your first level centre and in the settings set the system to automatically forward all replies to 2ndlevel@abc.com, vice-versa for 2ndlevel@abc.com at your 2nd office. oh as cynthias said, change the system id on the 2nd system, very impt.

only con is you get 2 sets of numbers per ticket nobody pays attention to those anyway

cheers