23. 05. 2022
Cloud, Service Management
In OTRS it is not possible to retrieve data from external DB, for this reason I have recently developed two new add-ons able to query directly on a database at runtime to fill in “possible values”. These add-ons are two new instances of dynamic fields in OTRS 3.1.x: a drop down from DB and a text area from DB.
Thanks to this implementation it is possible to configure the query with specific parameters extracted from other fields/dynamic fields at runtime (for example during the creation of a new phone ticket or on the split of a ticket). The query is performed using the build-in OTRS cache, so every parameter will be retrieved from the cache itself.
Another useful feature is, for instance, that if in the environment there is installed the OTRSTicketMaskExtension add-on you can also manage the dependences among the fields in the same way as using ACL.
A possible scenario in which the add-on can be used is – for example – if you want to display a field with a list of assets from the GLPI database. During the creation of a phone-ticket for an hardware failure it is posible to select all the “possible values” that are listed depending on the specified customer and asset.
If you need more information on these add-ons, feel free to contact us through the blog. 😉
Thomas Forrer
Team Leader Research & Development at Würth Phoenix
Hi folks!
I began loving computer since 1994, it was still the time of windows 3.1. Immediately I learned starting DOS games from the command promt, and while typing some white text on black background I felt like some hackish dude in a hollywoodian movie.
Later during the studies at the university, I discovered the magic world of opensource, and it was love at first sight. Finally I got rid of BSOD's =)
I love everything that is connected to some network, especially in a security perspective.
My motto is:
"With motivation, nothing is impossibile. It only requires more time."
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