[otrs] Multiple system interaction

[Nils Breunese (Lemonbit)]

Maurice James Ny wrote:

> Does anyone in the group have multiple OTRS systems that interact  
> with each other? If so give an example of how it is set up.  
> Currently I have two systems in my enterprise and I was having hell  
> making the two systems share tickets. Originally I had the tickets  
> set up identically except for the system ID example (Ticket#  
> 20071005102127 system ID is 10) and (Ticket
> 200710051226 system ID is 12). I would create a ticket in one system  
> and send an email to the other system through composing an email  
> from the ticket itself. This would create a new ticket on the other  
> system. (All is well).
> When I tried to respond to the originating system from the newly  
> generated ticket, instead of appending the original ticket it would  
> create a new ticket. I found that system ID served no purpose. I had  
> to completely change the ticket hook from Ticket# to something like  
> NYTicket# 20071005102127 and LATicket# 200710051226. Only after this  
> change could I append tickets back and forth between both systems.  
> If any one knows of a better more efficient way to have multiple  
> systems interact with each other, please feel free to lay it out

I have no idea what you're trying to accomplish here. Why do you want  
to have multiple OTRS systems sharing tickets? The customer is always  
just going to be able to reply to either system and OTRS doesn't  
notify the other system, because it has no knowledge of the other  
system's data.

AFAIK the only purpose of the system ID is for a human to be able to  
distinguish between multiple OTRS systems, not to be able to somehow  
share data. (Or maybe to be able to run multiple OTRS systems from one  
database, I don't know.)

If you really want to share the data, you could connect both web  
frontends to the same database, but I don't really see the advantage  
of that either.

Nils Breunese.