Hi Jm, On Wed, Nov 05, 2003 at 02:33:37PM -0800, Jm Valera wrote:
We are going to be integrating OTRS with a custom CRM application written in perl.
In particular, I'd be looking for a way to execute RPC (I haven't decided on SOAP or XML-RPC, possibly XML-RPC) on OTRS actions.
As an example, when a ticket is opened - an RPC call is made to note within our backend that a customer has contacted us. When a ticket is closed, an RPC call is made to note within our backend that the ticket is closed.
Fine!
What actions are possible with the OTRS API?
All actions. There are all libs in Kernel/System/*. In your case Kernel/System/Ticket.pm (all ticket functions, create, set state, set priority, ...). But the is currently (!) ,-) no modules to plug in for actions on tickets (to write trigger). But I do have enough ideas for that. .-) Do you have experience with perl and SOAP?
OTRS is a great application. Thanks for all the great work.
Thanks!
- Jm
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388