On 4-01-2006 at 15:01, Bartlomiej Moczulski wrote:
We provide a support for our customers and that's a point where otrs is just fine. Unfortunately some percent of calls is escalated to our partners and some of them use their own ticketing systems. Is it possible to accept an "alien" ticket id (eg. "ABCDEF-0123456") in otrs? Or rather: what's the easiest way to do it?
I think that if you have sufficient Perl programming knowledge (or you
can afford a consultant for this little task) you can write a custom
Ticket parsing module. It could easily read the foreign ticket number,
then look it up in the freetext1 column and return the real ticket
number to OTRS. No more than 30min-1h of work.
--
Alessandro Ranellucci (HOSTING CENTER)