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In a nutshell, the OTRSOutlookCalendar  retrieves all of the tickets from the sde.otrs_incidents table that have changed in the last 60 minutes. For each record, the application creates a calendar appointment within the Microsoft Outlook Calendar called otrs_nm. Once completed, the application creates the special Yellow coloured appointment to signify the date and time the OTRSOutlookCalendar class ran

The class uses the standard AuditLog class to write log message to /tmp/otrs/Outlook-YYYYMMDD.log. The location and name of the log file is configurable from within the otrs.properties file

MySQL Database

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Connection

The OTRSConsumer connects to one MySQL databass:

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There is a special Calendar event which is created as a Yellow coloured appointment. It signifies the date and time the OTRSConsumer was OTRSOutlookCalendar was run. This gives the end-users a visual check to ensure the service is running correctly.

The unique identifier for this event is stored within the  sde.outlook_incidents table with a ticket_number set to 9999999999999999After the OTRSConsumer has written the ticket information away to the sde.otrs_incident and maintenance.otrs_incident tables , it checks to see if a record exists in the sde.outlook_incidents for the particular Ticket Number. If a record does not exist, then this ticket record is new and no further processing takes place. If however a record is found, then it is assumed that this ticket is an update for a previously defined maintenance window, and as such the OTRSConsumer uses the value in the outlook_event_id field of the sde.outlook_incidents table to identify which Microsoft Outlook Calendar Event to delete from the otrs_nm calendar. At the end of the processing, it deletes the calendar event for the fore-mentioned Yellow coloured appointment. (The unique identifier for this event is stored within the  sde.outlook_incidents table with a ticket_number set to 9999999999999999)