[otrs] Create ticket from external app

[Tim Squires]

Hi,

After digging round for a few hours, I've not found a solution and was
wandering if anyone here could help....

We have a java based web application and OTRS, both used by the call
centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would like
the java app to be able to create customers and tickets on OTRS.

I've messed around with the email interface but that's not ideal because
we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already filled.

The perfect solution would be an http api for a web service.

Could someone please either point me to an api I have missed or put me out
of my misery?

Thanks for your help,
Tim

[Leonardo Certuche]

I guess you can use ePerl (a tool that allows you to expand perl statements
inside of text files) as well as the OTRS API:
http://dev.otrs.org/2.3/Kernel/System/Ticket.html
http://dev.otrs.org/2.3/Kernel/System/CustomerUser.html

About ePerl, the original project with the perl interpreter built-in is:
http://freshmeat.net/projects/eperl/ and a hacked version independent from
perl version is: http://marginalhacks.com/Hacks/ePerl/

This is just a hint. I haven't done anything with the OTRS API neither with
ePerl :(

Post by Tim Squires
Hi,
After digging round for a few hours, I've not found a solution and was
wandering if anyone here could help....
We have a java based web application and OTRS, both used by the call
centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would like
the java app to be able to create customers and tickets on OTRS.
I've messed around with the email interface but that's not ideal because
we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already filled.
The perfect solution would be an http api for a web service.
Could someone please either point me to an api I have missed or put me out
of my misery?
Thanks for your help,
Tim
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[Torsten Thau]

Hi Tim,

Post by Tim Squires
Hi,
After digging round for a few hours, I've not found a solution and was
wandering if anyone here could help....
We have a java based web application and OTRS, both used by the call
centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would like
the java app to be able to create customers and tickets on OTRS.
I've messed around with the email interface but that's not ideal because
we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already filled.
The perfect solution would be an http api for a web service.
Could someone please either point me to an api I have missed or put me out
of my misery?

(1) Write a java-based OTRS-client ;-)

(2) try using the RPC-Interface of OTRS (<OTRS_HOME>/bin/xmlrpc.pl) from
the java-app to create a ticket or to access any OTRS-content



regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: [phone]
cell: [phone]
personal pgp-key: 0x93E0A174
fax: [phone]
http://www.cape-it.de

[Obee, Daniel]

Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface.

Greets
Daniel

-----Ursprüngliche Nachricht-----
Von: otrs-***@otrs.org [mailto:otrs-***@otrs.org] Im Auftrag von Tim Squires
Gesendet: Donnerstag, 5. Februar 2009 21:39
An: ***@otrs.org
Betreff: [otrs] Create ticket from external app

Hi,

After digging round for a few hours, I've not found a solution and was
wandering if anyone here could help....

We have a java based web application and OTRS, both used by the call
centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would like
the java app to be able to create customers and tickets on OTRS.

I've messed around with the email interface but that's not ideal because
we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already filled.

The perfect solution would be an http api for a web service.

Could someone please either point me to an api I have missed or put me out
of my misery?

Thanks for your help,
Tim



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[Tim Squires]

Thanks Leonardo,Torsten and Daniel

I've tried the email solution and it works.... ok. The users don't like
it because the polling on the mail server can leave them (and the
customer) waiting for a minute or so - company email server, nothing I can
do.

I think the RPC/SOAP interface looks the most optimistic. I'm just
starting to create a simple API based on the RPC. Once it's done and
tested here, I'll see if I can release it in case anyone else would find
it useful.

Thanks again,
Tim

Post by Obee, Daniel
Easiest would be to create an email with the proper X-OTRS-Headers

already set. Thus you can fill in whatever fields needed with whatever
data you have in the interface.

Post by Obee, Daniel
Greets
Daniel
-----Ursprüngliche Nachricht-----

Tim Squires

Post by Obee, Daniel
Gesendet: Donnerstag, 5. Februar 2009 21:39
Betreff: [otrs] Create ticket from external app
Hi,
After digging round for a few hours, I've not found a solution and was

wandering if anyone here could help....

Post by Obee, Daniel
We have a java based web application and OTRS, both used by the call

centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would
like the java app to be able to create customers and tickets on OTRS.

Post by Obee, Daniel
I've messed around with the email interface but that's not ideal because

we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already
filled.

Post by Obee, Daniel
The perfect solution would be an http api for a web service.
Could someone please either point me to an api I have missed or put me

out of my misery?

Post by Obee, Daniel
Thanks for your help,
Tim
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Archive: http://lists.otrs.org/pipermail/otrs
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[Obee, Daniel]

Depending on your setup (app has direct access to otrs server) you could pipe the mail directly into the Postmaster. There's no need to take the way across the company's mail server. Then the response should be realtime.

Still sounds easier than fiddling around with the API.

Greets
d

-----Ursprüngliche Nachricht-----
Von: otrs-***@otrs.org [mailto:otrs-***@otrs.org] Im Auftrag von Tim Squires
Gesendet: Freitag, 6. Februar 2009 16:14
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Create ticket from external app

Thanks Leonardo,Torsten and Daniel

I've tried the email solution and it works.... ok. The users don't like
it because the polling on the mail server can leave them (and the
customer) waiting for a minute or so - company email server, nothing I can
do.

I think the RPC/SOAP interface looks the most optimistic. I'm just
starting to create a simple API based on the RPC. Once it's done and
tested here, I'll see if I can release it in case anyone else would find
it useful.

Thanks again,
Tim

Post by Obee, Daniel
Easiest would be to create an email with the proper X-OTRS-Headers

already set. Thus you can fill in whatever fields needed with whatever
data you have in the interface.

Post by Obee, Daniel
Greets
Daniel
-----Ursprüngliche Nachricht-----

Tim Squires

Post by Obee, Daniel
Gesendet: Donnerstag, 5. Februar 2009 21:39
Betreff: [otrs] Create ticket from external app
Hi,
After digging round for a few hours, I've not found a solution and was

wandering if anyone here could help....

Post by Obee, Daniel
We have a java based web application and OTRS, both used by the call

centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would
like the java app to be able to create customers and tickets on OTRS.

Post by Obee, Daniel
I've messed around with the email interface but that's not ideal because

we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already
filled.

Post by Obee, Daniel
The perfect solution would be an http api for a web service.
Could someone please either point me to an api I have missed or put me

out of my misery?

Post by Obee, Daniel
Thanks for your help,
Tim
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[Alvin Starr]

An API would be a nice thing.
We have several other systems that we would like to interconnect with OTRS.

For example we have an external supplier who has ticketing and job
management systems that provide A web interface that we scrape for
internal tracking of status and information.

I would like to be able to have these external systems open, update and
close tickets in OTRS.
It would also be desirable to have the programatic ability to query
ticket status.
For example when we create a ticket in our suppliers system we can
include a ticket handle or label for our internal use.
I would like this label to be our ticket ID from OTRS and creating a
new ticket and getting back the ticket ID would be doable using email
but extremely cumbersome and error prone.
Also getting this to happen in realtime would not be fun.

Post by Obee, Daniel
Depending on your setup (app has direct access to otrs server) you could pipe the mail directly into the Postmaster. There's no need to take the way across the company's mail server. Then the response should be realtime.
Still sounds easier than fiddling around with the API.
Greets
d
-----Ursprüngliche Nachricht-----
Gesendet: Freitag, 6. Februar 2009 16:14
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Create ticket from external app
Thanks Leonardo,Torsten and Daniel
I've tried the email solution and it works.... ok. The users don't like
it because the polling on the mail server can leave them (and the
customer) waiting for a minute or so - company email server, nothing I can
do.
I think the RPC/SOAP interface looks the most optimistic. I'm just
starting to create a simple API based on the RPC. Once it's done and
tested here, I'll see if I can release it in case anyone else would find
it useful.
Thanks again,
Tim

Post by Obee, Daniel
Easiest would be to create an email with the proper X-OTRS-Headers

already set. Thus you can fill in whatever fields needed with whatever
data you have in the interface.

Post by Obee, Daniel
Greets
Daniel
-----Ursprüngliche Nachricht-----

Tim Squires

Post by Obee, Daniel
Gesendet: Donnerstag, 5. Februar 2009 21:39
Betreff: [otrs] Create ticket from external app
Hi,
After digging round for a few hours, I've not found a solution and was

wandering if anyone here could help....

Post by Obee, Daniel
We have a java based web application and OTRS, both used by the call

centre. Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again. We would
like the java app to be able to create customers and tickets on OTRS.

Post by Obee, Daniel
I've messed around with the email interface but that's not ideal because

we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already
filled.

Post by Obee, Daniel
The perfect solution would be an http api for a web service.
Could someone please either point me to an api I have missed or put me

out of my misery?

Post by Obee, Daniel
Thanks for your help,
Tim
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