Hi Wiktor,
Quoting Wiktor Wodecki
I understand the need for such a feature, no question about this. In general there is the problem of proper usage and maintenace of the custom fields in the OTRS (and the underlying database).
I can say from practical experience, that once a critical number of companies ans support contracts is reached (two or three dozens probably) nobody will be able to track changes that have been made to your customer database, so these changes will not be available in the OTRS.
well, not neccessarily. If you would use the LDAP customeruser module (ieks, I still haven't finished it *g*) you have only one customer base. What I could do is to write a generic mapping mechanism that would be displayed on a customerinfo page. so you can specify as much info with the aproperiate mapping as you want. Martin, what do you think?
Still, if you already have a customer database, you need some synchronisation between this database and the LDAP tree. And you have to be able to retrieve the information from the database (think of commercial versions running on windows or beasts like SAP).
Wiktor Wodecki
cu, Sibbi -- You can observe a lot by just watching.