Hi All, I just installed OTRS 1.1.3 and may I congratulate the developers on a very well constructed system that is very easy to configure and adapt to my needs! I have an issue that someone in the OTRS community might be able to help me with: I am running a web application, a web bulletin board system (Ikonboard) and OTRS and I want to integrate the three of them. They all run on a MySQL database. The three systems need to share data in the following way: my web application stores information about customers and employees. In terms of OTRS customers would be.... yes, customers and employees would be agents. While in terms of the Ikonboard, employees would be members. As I want to prevent data from the customer and employee tables to be duplicated as little as possible (preferably no duplication at all) I am looking for a way to share the data between the three. Having an Oracle background I thought of creating views in the OTRS and the Ikonboard system linked to the customer and employee tables in the web application database. This would, in my opinion, create the cleanest solution for this problem. I would hardly have to change any code in OTRS and the Ikonboard (if any at all), there are no problems with data integrity and I am putting the solution where it belongs: in the database so version updates to OTRS and the Ikonboard will have minimal impact. However, MySQL does not support views in any way (in a future version they will but I can not wait for that). Does anyone know of a proper solution for this? I know I could write wrappers around the data access routines from OTRS and Ikonboard but I am afraid that I may create a maintenance nightmare. Probably I should ask this question on the MySQL mailing lists (and I will) but I am sure that at least someone within the OTRS community has faced this problem in the past and I hate to re-invent the wheel. Thanks in advance. Kind regards, Tom Hesp
Hi Tom, On Wed, Dec 03, 2003 at 01:28:41PM +0100, Tom Hesp wrote:
I have an issue that someone in the OTRS community might be able to help me with:
I am running a web application, a web bulletin board system (Ikonboard) and OTRS and I want to integrate the three of them. They all run on a MySQL database. The three systems need to share data in the following way: my web application stores information about customers and employees. In terms of OTRS customers would be.... yes, customers and employees would be agents. While in terms of the Ikonboard, employees would be members. As I want to prevent data from the customer and employee tables to be duplicated as little as possible (preferably no duplication at all) I am looking for a way to share the data between the three. Having an Oracle background I thought of creating views in the OTRS and the Ikonboard system linked to the customer and employee tables in the web application database. This would, in my opinion, create the cleanest solution for this problem. I would hardly have to change any code in OTRS and the Ikonboard (if any at all), there are no problems with data integrity and I am putting the solution where it belongs: in the database so version updates to OTRS and the Ikonboard will have minimal impact. However, MySQL does not support views in any way (in a future version they will but I can not wait for that). Does anyone know of a proper solution for this? I know [...]
At first, OTRS has two groups of users. Agents and Customers. And if you want to have the customers from an datasource (e. g. external DB, LDAP, ...) then you can do this. -> http://doc.otrs.org/1.1/html/customer-user-backend.html If you can provide all customer infos in one table, then you can use Kernel::System::CustomerUser::DB. If not, then you need to write your own customer user backend module. This isn't possible for 'real' agents (not in OTRS 1.1.x and OTRS 1.2.x). There you need to write all agent infos into the system_user table.
Kind regards, Tom Hesp
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
-
Martin Edenhofer -
Tom Hesp