Martin, We are going to be integrating OTRS with a custom CRM application written in perl. In particular, I'd be looking for a way to execute RPC (I haven't decided on SOAP or XML-RPC, possibly XML-RPC) on OTRS actions. As an example, when a ticket is opened - an RPC call is made to note within our backend that a customer has contacted us. When a ticket is closed, an RPC call is made to note within our backend that the ticket is closed. What actions are possible with the OTRS API? OTRS is a great application. Thanks for all the great work. - Jm -----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Wednesday, November 05, 2003 2:16 PM To: Development community of OTRS Subject: Re: [dev] API / addon documentation? Hi Jm, On Wed, Nov 05, 2003 at 02:07:39PM -0800, Jm Valera wrote:

I'm going to be performing an integration between OTRS and my company's CRM solution. The OTRS documentation and website makes mention of an addon / API for 3rd party development efforts.

I have also searched both the OTRS mail list and the OTRS Dev mail list for any hint of where to look but have failed in my efforts.

Can anyone point me in the proper direction?

We are working on a developer docu... which isn't ready at the moment. However, what you are looking for? CRM customer source integation?

- Jm

Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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

Martin, Thanks for the info on Ticket.pm. I will look into that shortly. I have 6 years of experience with Perl and have deployed SOAP as part of a client/server application. I am beginning to shy away from SOAP due to it's ever growing complexity and over-the-edge data type definitions. I recently joined the San Francisco Perl Mongers User Group and at the last meeting, there seemed to be a general consensus that SOAP is getting very bloated. Many of the attendees (including the group founder) were strong supporters of XML-RPC. One of the tasks I have been considering taking on is to adopt OTRS to function with POP3S (POP3 over SSL). If I get around to that, would you be interested in reviewing it for integration with OTRS? - Jm -----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Wednesday, November 05, 2003 2:49 PM To: Development community of OTRS Subject: Re: [dev] API / addon documentation? Hi Jm, On Wed, Nov 05, 2003 at 02:33:37PM -0800, Jm Valera wrote:

We are going to be integrating OTRS with a custom CRM application written in perl.

In particular, I'd be looking for a way to execute RPC (I haven't decided on SOAP or XML-RPC, possibly XML-RPC) on OTRS actions.

As an example, when a ticket is opened - an RPC call is made to note within our backend that a customer has contacted us. When a ticket is closed, an RPC call is made to note within our backend that the ticket is closed.

Fine!

What actions are possible with the OTRS API?

All actions. There are all libs in Kernel/System/*. In your case Kernel/System/Ticket.pm (all ticket functions, create, set state, set priority, ...). But the is currently (!) ,-) no modules to plug in for actions on tickets (to write trigger). But I do have enough ideas for that. .-) Do you have experience with perl and SOAP?

OTRS is a great application. Thanks for all the great work.

Thanks!

- Jm

Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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

I was thinking of making OTRS into an XML-RPC client that communicated to an XML-RPC server on our CRM application. Now that I think about it, implementing an XML-RPC server into OTRS could produce many positive benefits. XML-RPC may be simple to integrate. The difficulty will be in writing an authentication scheme to provide access control of XML-RPC clients. This may not be a big problem since you have an existing user authentication & session management system and which may be adapted. I have a few pending projects that need attention, but I could provide code samples over the next few days. - Jm -----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Wednesday, November 05, 2003 3:25 PM To: Development community of OTRS Subject: Re: [dev] API / addon documentation? On Wed, Nov 05, 2003 at 03:10:56PM -0800, Jm Valera wrote:

Thanks for the info on Ticket.pm. I will look into that shortly.

I have 6 years of experience with Perl and have deployed SOAP as part of a client/server application. I am beginning to shy away from SOAP due to it's ever growing complexity and over-the-edge data type definitions.

I recently joined the San Francisco Perl Mongers User Group and at the last meeting, there seemed to be a general consensus that SOAP is getting very bloated. Many of the attendees (including the group founder) were strong supporters of XML-RPC.

Fine. If I get (XML-RPC) help, then I could write the server part.

One of the tasks I have been considering taking on is to adopt OTRS to function with POP3S (POP3 over SSL). If I get around to that, would you be interested in reviewing it for integration with OTRS?

Of course! .-) PS: PostMasterPOP3.pl is using Net::POP3. If Net::POP3 would be ssl able, then it would be no problem.

- Jm

Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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

Martin, All - I present PostMasterPOP3s.pl - my first pass at integrating POP3S with OTRS. It is fully functional and have found no bugs as of yet. The only catch is that I have no way to determine if a POP entry is intended to be POP3 or POP3S. We will probably want to add a flag to the OTRS configuration database that will allow PostMasterPOP3s.pl to determine what accounts should be processed. Questions / Comments welcome. I intend on rolling this out to a production environment in a few days if it no bugs are found. - Jm

On Wednesday, November 19, 2003 12:52 AM Martin Edenhofer wrote:

PS: I'm not sure what the better way is, patching PostMasterPOP3.pl to use ssl or add PostMasterPOP3s.pl to the package!?

I'd prefer just having one PostMasterPOP3.pl that one may use for both. Just my 0.02, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

I guess the question you want to ask is if you want PostMasterPOP3.pl to manage multiple module dependencies -- especially since not everyone is going to use SSL. There are ways around this -- one is to fully migrate to Mail::POP3Client from Net::POP3. If you do that, everyone will have to update their systems. One approach would be to distribute both, but allow PostMasterPOP3s.pl to work with both POP3s and POP3. The only work required to make PostMasterPOP3s.pl work with POP3 would be to set USESSL=>0. Your call. Btw - I was just put on a project for the next week, I'll get you that XML::RPC stuff soon. - Jm -----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Tuesday, November 18, 2003 3:52 PM To: Development community of OTRS Subject: Re: [dev] OTRS & POP3S Hi Jm, On Tue, Nov 11, 2003 at 04:28:57PM -0800, Jm Valera wrote:

I present PostMasterPOP3s.pl - my first pass at integrating POP3S with OTRS.

It is fully functional and have found no bugs as of yet.

The only catch is that I have no way to determine if a POP entry is intended to be POP3 or POP3S. We will probably want to add a flag to the OTRS configuration database that will allow PostMasterPOP3s.pl to determine what accounts should be processed.

Questions / Comments welcome.

It's really cool! :) It works fine. PS: I'm not sure what the better way is, patching PostMasterPOP3.pl to use ssl or add PostMasterPOP3s.pl to the package!?

- Jm

Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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