---
title: Otrs
slug: connectors/otrs
docTags: 
createdAt: 2026-06-09T16:30:03.411Z
---

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 |