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