Otrs

The OTRS connector allows manipulation of OTRS tickets in Turbine.

Capabilities

The OTRS connector provides the following capabilities:

Create Ticket

Get Ticket

Search Ticket

Update Ticket

Create Ticket Notes

If you have custom fields when creating a ticket, you can specify them with the Extra Ticket Data JSON and Extra Article Data JSON inputs, as JSON.

Search Ticket Notes

Example to search for a ticket created before 8/5/10 at 10am (local timezone)

Param	Value
Search Parameter	TicketCreateTimeNewerDate
Search Value	8/5/16 10:00
Value is Timestamp	True

Example to search for a ticket with title Search for this title

Param	Value
Search Parameter	Title
Search Value	Search for this title
Value is Timestamp	False

Update Ticket Notes

See Create Ticket Notes above for information on Extra Ticket Data JSON or Extra Article Data JSON

Configurations

Asset

OTRS Ticket management through Turbine

Configuration Parameters

Parameter	Description	Type	Required
username	Username for OTRS.	string	Required
password	password for OTRS.	string	Required
url	A URL to the target host.	string	Required
verify_ssl	Verify SSL certificate	boolean	Optional
http_proxy	A proxy to route requests through.	string	Optional

Actions

Create Ticket

Create a ticket in OTRS

Input

Argument Name	Type	Required	Description
title	string	Required	Parameter for Create Ticket
queue	string	Required	Parameter for Create Ticket
state	string	Required	Parameter for Create Ticket
priority	string	Required	Parameter for Create Ticket
customer_user	string	Required	Parameter for Create Ticket
article_subject	string	Required	Parameter for Create Ticket
article_body	string	Required	Request body data
extra_ticket_data	object	Optional	Response data
extra_article_data	object	Optional	Response data

Input Example

{"title":"New Incident #24","queue":"New Tickets","state":"4 critical","priority":"1 high","customer_user":"ReviewUser","article_subject":"Problem with X","article_body":"I can't find X!","extra_ticket_data":"5","extra_article_data":"Custom Data Here"}

Output

Parameter	Type	Description
ArticleID	number	Unique identifier
TicketID	number	Unique identifier
TicketNumber	number	Output field: TicketNumber

Output Example

{"ArticleID":68769,"TicketID":7867998,"TicketNumber":6372839}

Get Ticket

Get a ticket from OTRS

Input

Argument Name	Type	Required	Description
ticket_id	string	Required	Unique identifier

Input Example

{"ticket_id":"35"}

Output

Parameter	Type	Description
Age	number	Output field: Age
ArchiveFlag	string	Output field: ArchiveFlag
ChangeBy	number	Output field: ChangeBy
Changed	string	Output field: Changed
CreateBy	number	Output field: CreateBy
Created	string	Output field: Created
CustomerID	string	Unique identifier
CustomerUserID	string	Unique identifier
EscalationResponseTime	number	Time value
EscalationSolutionTime	number	Time value
EscalationTime	number	Time value
EscalationUpdateTime	number	Time value
GroupID	number	Unique identifier
Lock	string	Output field: Lock
LockID	number	Unique identifier
Owner	string	Output field: Owner
OwnerID	number	Unique identifier
Priority	string	Output field: Priority
PriorityID	number	Unique identifier
Queue	string	Output field: Queue
QueueID	number	Unique identifier
RealTillTimeNotUsed	number	Output field: RealTillTimeNotUsed
Responsible	string	Output field: Responsible
ResponsibleID	number	Unique identifier
SLAID	string	Unique identifier

Output Example

{"Age":23,"ArchiveFlag":"example","ChangeBy":21,"Changed":"Examples","CreateBy":24,"Created":"otrs","CustomerID":"example1234","CustomerUserID":"otrsuser123","EscalationResponseTime":23082023,"EscalationSolutionTime":23082023,"EscalationTime":23092023,"EscalationUpdateTime":23092023,"GroupID":123,"Lock":"otrs","LockID":123}

Search Ticket

Search for a ticket in OTRS

Input

Argument Name	Type	Required	Description
search_param	string	Required	Parameter for Search Ticket
search_value	string	Required	Value for the parameter
is_timevalue	boolean	Required	Value for the parameter

Input Example

{"search_param":"Title","search_value":"MyTitle","is_timevalue":false}

Output

Parameter	Type	Description
results	string	Result of the operation

Output Example

{"results":"examples"}

Update Ticket

Update a ticket in OTRS

Input

Argument Name	Type	Required	Description
ticket_id	string	Required	Unique identifier
article_subj	string	Optional	Parameter for Update Ticket
article_body	string	Optional	Request body data
extra_article_data	object	Optional	Response data
state	string	Optional	Parameter for Update Ticket
title	string	Optional	Parameter for Update Ticket
queue	string	Optional	Parameter for Update Ticket
priority	string	Optional	Parameter for Update Ticket

Input Example

{"ticket_id":"21","article_subj":"New Symptoms","article_body":"Our issue now needs to find Y","extra_article_data":"My Custom Data Here","state":"new","title":"Now where is Y?","queue":"YFinderQueue","priority":"4 critical"}

Output

Parameter	Type	Description
ArticleID	number	Unique identifier
TicketID	number	Unique identifier
TicketNumber	number	Output field: TicketNumber

Output Example

{"ArticleID":234,"TicketID":123,"TicketNumber":234}

Response Headers

Header	Description	Example
Content-Type	The media type of the resource	application/json
Date	The date and time at which the message was originated	Thu, 01 Jan 2024 00:00:00 GMT