I work for a customer support organization that is looking at otrs for a trouble ticketing system. I currently have a SQL database containing all of the customers information and would like to have the agent be able to make queries back to the database from the open ticket screen. For example I would like them to be able to select a customer name from a dropdown list and have all the customer information populated or enter a serial number and have it query the database for customer information. If anyone has experience doing this any assistance would be appreciated.