The net.dante.otrs.OTRSOutlookCalendar JAVA class take one integer parameter which is the number of minutes to subtract from the current time, in order to determine the date and time range of the tickets required.

In a nutshell, the OTRSOutlookCalendar  retrieves all of the tickets from the sde.otrs_incidents table that have changed in the last 60 minutes. 

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 Connections

The OTRSConsumer connects to one MySQL databass:

sde database on test-msr.geant.net using user reportsUser

Microsoft Outlook Calendar Connection

The OTRSOutlookCalendar connects to the Microsoft Outlook Calendar called otrs_nm using a third party JAVA library called JWebServices (http://www.independentsoft.com/jwebservices/index.html). The JWebServices relies on the Microsoft Restful API End-Point: https://outlook.office365.com/EWS/Exchange.asmx and requires a username of OTRS-NM@dante.net and a password that is stored in KeyPass

Each Calendar event within the Calendar has a unique identifier e.g.

AAMkADY4NWY1ZGZjLWVlODctNDc0My1iYjZhLWI1YTQzOTkxZWRiZQBGAAAAAACQIcYyjiQ4RaeXxPnW1anTBwBQg5gjlEzhTIaEr3IDbZFDAAAAAAEOAACJtx6ztQJURpaELxuim/rjAAEENyAHAAA=

There is a special Calendar event which is created as a Yellow coloured appointment. It signifies the date and time the OTRSConsumer 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 9999999999999999

After 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)