[otrs] vtiger or SugarCRM as a database backend?

[Oliver Buckie]

Dear All

Overview: I have just downloaded the latest version of OTRS for Windows
to evaluate for a small IT-Service Helpdesk dealing with external
customers. Currently, I am using the default OTRS database as a backend
but may wish to change this to auto-populate fields (i.e. customer). I'm
new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel
about it - compliments to the developers!

Background: Our customers are companies and support requests come from
persons (contacts). There can of course be multiple persons in a company
requesting support. From what I've read (mailing lists & admin manual) I
believe the OTRS way of grouping persons by company is by using the same
CustomerID. Otherwise, I could use a different database backend to
auto-populate fields.

Problem: I find that OTRS is person orientated and not company
orientated. CRM systems like vtiger or SugarCRM, sort this out very
well. I have read that OTRS can be configured to use other database
backends. Do you know if and how it could be hooked into either vtiger
or SugarCRM?

I would really appreciate your comments for a complete beginner!

Regards

Oliver