I am very interested in using OTRS and possibly ITSM as a ticketing/ workflow management utility to remove many of the manual processes we currently use.

I have a few questions that I would like answers for to help make a decision on what to use:

I understand that you can create tickets via the customer interface/ the admin interface and via email… is there a way to create a ticket via a commandline interface?

        -What I am trying to do is create tickets based on sql queries of an external database that changes on a weekly basis. Once the information has been extracted from the external DB I would like to create a ticket for each one and insert it into a preliminary queue in OTRS. 

I have been investigating RT as well and am intrigued by the scip functionality they use.  Is there the ability to run a similar event when a ticket moves into or leaves a queue automatically?

I have read that the ITSM manual isn't complete yet, hopefully once that comes out I will be able to RTFM and solve these questions by myself, but until then does anyone have any suggestions.

Thanks

Eric

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