Ton Verhagen wrote:
Dear All,
I was wondering if there have been any efforts made in the past
to integrate OTRS and say an e-Commerce application.
[snip]
Hi Ton,
I integrated OTRS with Interchange (on a rudimentary level) about a
month ago. Things went well at first but then I soon ran into a lot of
road blocks. My final solution was to use the "free fields" of OTRS as
a key to the interchange transaction table.
I was not able to get tickets to be automatically associated with
transactions. When a new ticket arrives in the OTRS queue, the customer
service people have to manually associate that ticket with an order
using the free fields. (this is clumsy)
I used an html iframe on the interchange order_view.html page to load
OTRS. I used some ITL to query the OTRS ticket table and see if there
is a ticket with a free field value with the transaction value. If so,
the iframe opens and loads the ticket. That part works great. You see
the interchange order on your screen and directly beneath it is the
associated OTRS ticket in the iframe.
If the customer calls and we have to open a ticket, I use a button and
some javascript to load an iframe and populate some fields, but there is
still some manual interaction.
I was hoping to have it all automatic and submit it back to the
interchange group, but I could not get a solid enough implementation.
If you want to see my hacked up javascript solution, just email me and
I'll send you what I have.
BTW, we use your forum module for interchange and it is rock solid! Thanks.
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