Recently, our company needed to add some columns in the OTRS backend database. As I work in a company that deals with the Internet, we needed to integrate customer bandwidth and prefix information to OTRS database. After some stumbling and trial and error, here's what can be done -
Part 1: Creating the columns
mysql -p mysql> use otrs; mysql> ALTER TABLE customer_user ADD bandwidth VARCHAR (50); mysql> ALTER TABLE customer_user ADD prefix VARCHAR (250); mysql> quit;
Part 2: Tuning OTRS
vim /opt/otrs/Kernel/Config/Defaults.pm ## And we add the following lines [ 'UserBandwidth', 'Bandwidth', 'bandwidth', 1, 0, 'var', '', 0 ], [ 'UserPrefix', 'Prefix', 'prefix', 1, 0, 'var', '', 0 ], service otrs restart
And we are ready. The customer panel in OTRS should contain separate fields for bandwidth and prefixes now.
Hope this helps.