Integration Advice

OLennox

Hi Guys,

Hoping someone can point me in the right direction here. We love OS ticket and it's been working really well for us the last few years. We also have an inventory system which stores information on customer hardware and we would like to be able to integrate the two systems together. Nothing crazy, we'd just like to be able to @TAG or search/select assets in a ticket and have a little panel with basic asset details and a link back to the inventory system. Similarly we would like to add a note in the inventory system with a link back to the ticket when this happens.

I developed the inventory system myself using .NET so I have full scope to make any changes required on that site and I can code in PHP so I'm prepared to get my hands dirty with OS ticket but I just don't know where to start. I found this guide here (https://github.com/poctob/OSTEquipmentPlugin/wiki/Plugin-Development-Part-1-Getting-Started) for developing plug-ins which is great but I couldn't figure out from this how you can modify / expand the forms.

Could anyone offer any advice where to start with this? I would consider hiring in an external developer if that was easier and do it as a collaboration (I can provide required endpoints on the inventory side and they can code the plugin side)

Cheers,

Olly

KevinTheJedi

OLennox

Unfortunately we don't have any good guides on extensive use of the plugins. Only simple instructions on how to get started. You really have to understand the osTicket code and our plugin architecture/registry to really grasp things. You can look at core plugins, community plugins, etc. to get a good feel. I will say the article you linked is a pretty good (community-made) resource for plugin development. I'm not sure if it was ever updated for our multi-instance plugin architecture which is different than our original architecture but it's still a good resource nonetheless.

Cheers.

OLennox

Thanks Kevin,

I've already have made some slight tweaks to some of the files (queue-tickets-tmpl, user-lookup-tmpl, ticket-open-inc) but I know this isn't sustainable and it becomes a bit of a faff every time we update.

It's really ticket-open-inc that I'd be looking to edit here, potentially just adding in another <table> section to store an additional panel and then I'd just use JS to create an additional 'Internal Note' which would be used to link devices.

Is there a way to edit this form in a more system-friendly way than just hacking about with the file and replacing the hacks every time we update the software? This is what I was trying to achieve with a plugin but the guide I linked didn't really cover this kind of scenario

KevinTheJedi

OLennox

You would need to hook into one or more of the signals for something like that:

https://github.com/osTicket/osTicket/blob/develop/setup/doc/signals.md

However, since you are doing a custom mod/plugin I cannot assist further. When modifying the codebase you are always on your own as you are deviating from core. The code is open source and publicly available on Github. Github has a great search tool and even a code tree/glossary that aids in navigating the code. You will proceed at your own risk. Good luck!

Cheers.