[otrs] problems with customer info

Hi all. I use otrs and external database with customer info installed on other server. When ticket creates in field "Customer ID" I enter the correct customer ID in correct field and create the ticket. All would be good but when I wish to see full ticket info (i.e. Ticket Zoom) I will not receive any customer info it empty :-) But if click on CustomerID I will forwarded on other page where may enter "Customer User" and "Customer ID". If I enter "Customer User" I will get full customer info from external DB :-) Generally, it is possible in OTRS that customer info get from external DB by customer ID? Any help is welcomed. Thanks -- Best regards, Andrey Gazizov ReTN