Re: [otrs] API call protocol/way to connect to OTRS?

Another idea would be to check the database for the username, passwords and validity. If all checks out through your other system's login, user could be granted access, otherwise no. Sent from my iPad On Apr 18, 2012, at 9:54 AM, Andy Wodfer wrote: Thanks for all your help so far. Are there any examples available that shows how a user/agent can be authenticated through OTRS? What my programmer is trying to do is the following: - We're creating an order flow system that does all the customer communication through OTRS emails/tickets. - We don't want to log into two separate systems and we need to find a way to authenticate users through OTRS when logging into the new order flow system so that the user/agent can jump between the two browser windows and always stay logged into both systems (unless the session times out like OTRS does today). Just wondering if there are any examples around that can help us get started on this. Your help is much appreciated. I'm not a programmer so I apoligize in advance incase what I ask is not clear enough. Best regards, Andy On Mon, Apr 16, 2012 at 6:22 PM, Michiel Beijen wrote:

Hi Andy,

Yes it is true; OTRS has web services that would allow you to create and update tickets, and also would allow you to authenticate customers and agents against OTRS. See for more information the manual. With 3.1 we have WSDLs available and it would be much easier to actually create tickets from languages like Java and .Net because of this.

Please note that you'd first have to configure the web service in the OTRS GUI before you can actually use it. u Also, by default, not all operations are registered. But all the nuts and bolts are available in the system. -- Mike

On Mon, Apr 16, 2012 at 11:12, Andy Wodfer wrote:

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Anyone?

Sorry for generic or perhaps not very clear question. I'm not a programmer, but my programmer wanted to know this and therefore I try to forward his request.

My programmer has made a webapplication that will use the create ticket functionality from outside OTRS and we will also link to existing OTRS tickets (inside OTRS) to reply to them from this external webapplication. The idea is to not log into two separate systems, but let OTRS handle the login and use this so that any agent who is logged into OTRS will also be automatically logged into our application aswell or let users who log into our webapplication be authenticated through OTRS.

My programmer needs to know how to set up an OTRS connector the best way and what protocol to use. Also possibly a link to some API info (version 3 of OTRS) that describes this. Soap, rpc other?

I read somewhere that OTRS 3.1 has a lot more work done to WSDL and was it SOAP? Any info on this?

Here's what I've found out so far:

1. We need a connector and it can run over SOAP, RPC or HTTP(?) http://doc.otrs.org/3.1/en/html/genericinterface.html

2. Authentication functianality when a connector is working can be done as described here: http://doc.otrs.org/3.1/en/html/auth-backends.html

Am I onto something? :-)

Thanks a lot for you help and time.

Best regards, Andy

On Thu, Apr 12, 2012 at 12:50 PM, Andy Wodfer wrote:

...

Dear listreaders!

We're programming an external application that needs to autheticate

users

...

(agents) through OTRS.

We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way.

Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for.

Thanks!

Best regards, Andy

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