Hi Mike, thanks for the pointer, I managed to write a module that does exactly what I need. Actually this is even better than what I had in mind, since I can run the entire interface the external systems within OTRS and even handle the configuration into OTRS' SysConfig. Sleek! Cheers, Peter. On 18.12.2010, at 20:59, Michiel Beijen wrote:
Hi Peter,
The best way you can implement this probably by writing a small event-based module.
See chapter 2.2.1.3.6.4 Ticket Event Module in the Developer documentation: http://doc.otrs.org/developer/3.0/en/html/x655.html#AEN657 (the chapter numbering is a bit wonderful at the moment, I don't really know what caused that)
You can pretty simply create a small piece of code that does *something* on for instance a TicketCreate or ArticleCreate event, of course you'd want to restrict it to only run if CustomerID has some specific value or so. Write the module and add a small snippet of config and you'd be good. It is then relatively easy to at least move the configuration to the SysConfig, so not everything's hardcoded.
-- Mike