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. Obee, Daniel wrote:
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-bounces@otrs.org [mailto:otrs-bounces@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
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-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von
Tim Squires
Gesendet: Donnerstag, 5. Februar 2009 21:39 An: otrs@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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