Hi Bogdan,
Thanks for your reply.
I've created a Dynamic field but still the field is not appearing eventhough I've read something about the value which must be set to 2, but I couldn't find the record to change the value.
The thing you've written about SSO is not possible to implement in our case because in case of getting an external support, then the user will not be able to authenticate because he doesn't have SSO configured.
Is there another easier way to bypass authentication and automate the notes update in a ticket once an event is sent from another system to OTRS?
Best Regards,
Wisssam
________________________________
Von: dev-bounces@otrs.org im Auftrag von Bogdan Iosif
Gesendet: Freitag, 17. Januar 2014 10:59
An: Development community of OTRS
Betreff: Re: [dev] Integrating OTRS with another System
Hi,
I'm pretty sure this doesn't belong on the dev mailing list because you don't intend to make changes to OTRS/ITSM code or create extensions for it, you just need to use it in a more advanced scenario.
Beware I assume you've succeeded in showing a dynamic field as an URL containing the TicketID (beware that the TicketID is the one visible in URL when zoom-viewing a ticket in agent's interface, and it's different from the TicketNumber, the one that looks like Ticket#2014....)
Let's say the agent clicks on this URL and jumps to the other system. When this action occurs you have no server side event in OTRS that could trigger a web service call behind the scenes, towards the other system, that would transfer ticket details.
I would instead rely on the other-system to call a web service from OTRS (implementing the TicketGet method) when it's accessed via OTRS' agent interface URL. Your other system receives the TicketID through the URL so that's good but then you get into authentication and authorization issues. I'm not aware of OTRS implementing any support for single sign on so you'll need to store OTRS user/passwords (you'll need them during OTRS web service calls) in your other system, for each other-system-user. You could use a single admin-level OTRS credential to access OTRS but then you'll enter a whole other mess by having to duplicate authorization logic, etc.
So, if you can somehow solve this security problem then you have the following basic workflow:
1. agent clicks URL for the other system in OTRS ticket zoom view
2. URL jumps him to the other system
3. while processing the URL, the other system gets OTRS TicketID from the URL and then uses magic to authenticate and call an OTRS web service, from which it gets all the ticket details it needs via TicketGet method
4. the other system allows the agent to perform chats, etc.
5. when the agent is done using the other system, the other system again calls an OTRS web service to send back to OTRS additional ticket data via the TicketUpdate method
6. happy 2015!
If you are in a hurry to carry out this integration and do not have decent Perl knowledge and some familiarity with OTRS source code then you need to strongly consider that it will take you a LONG time to get it to work. You can try cutting corners by doing a DB-level integration but any mistake there will cost you dearly.
/bogdan
On Fri, Jan 17, 2014 at 10:53 AM, Wissam Abou Rjeily mailto:wissam.abou-rjeily@ncc-solutions.com> wrote:
Hello,
I want to integrate OTRS with another System which is responsible of remote support.
First, I’ve installed OTRS 3.3.3 with all the ITSM modules and it is running perfect with a mySQL database.
Here is the scenario:
1. Adding a field to the Tickets (or Change or Problem or Incident) in OTRS. The field, when clicked, will be passing the Ticket’s ID to the remote support system and will redirect the user to the other remote system (using a Link to the remote support system).
2. After connecting with the remote support system, the user will be able to chat with the help desk employee (using an interface of that remote support system which will be opened directly after clicking on the field added to the ticket in 1).
3. At the end of the remote support session, the chat script between the 2 parties should be returned to OTRS and included and saved in the Ticket (or problem or change).
I started planning for the integration and thought of the following steps which could be helpful for the integration:
1. Adding a Dynamic Field with value Text and Default value = ‚Link to be used to open the support session with the other remote support system‘
2. Adding an Outgoing Web Service on OTRS which will be containing the data about the Ticket (ID, notes, Details, Prio, etc…)
3. At the remote support system, I have the ability to store the Ticket ID in an External ID field. That could be getting the ID from step 2 and storing it temporarily on the remote support system.
4. The External ID field filled in 3 will be used to pass the chat script related to that ID (Ticket ID) from the remote support system to the OTRS
5. Adding an Incoming Web Service on OTRS which will be responsible of getting the chat script after ending the session on the remote support system and saving it in the ticket (by referring to the Ticket ID)
I am still new to OTRS but I’ve read about the Web Services and the Dynamic fields.
Can anyone advise if the integration steps are fine or should I think in another way to get the implementation done?
The issue is very urgent and I would appreciate your replies.
Thanks in advance.
Best Regards,
Wissam
Wissam Abou Rjeily
MBA & Bachelor of Engineering – Technical Consultant
ncc solutions GmbH
Claudius-Keller-Str. 3b
D-81669 München
Phone: +49 (0)89 1890436-22tel:%2B49%20%280%2989%201890436-22 - Fax: +49 (0)89 1890436-11tel:%2B49%20%280%2989%201890436-11
Web: http://www.ncc-solutions.comhttp://www.ncc-solutions.com/
Sie finden uns auf folgenden Veranstaltungen:
** NowForum am 9.10. in Frankfurt **
** CreateNow Award für die ServiceNow Custom Application geht an ncc solutions **
** itSMF Kongress am 9./10.12. in Kassel **
Geschäftsleitung: Melhem El-Achkar
Amtsgericht München: HRB 173 244
This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden.
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
