On Friday, May 07, 2004 3:29 PM
Matthias Eichler
As every incoming email generates a new ticket in OTRS
Not quite true. Incoming emails that are identified as follow-ups to existing tickets won't create a new ticket, but will in fact be added to the existing one.
I want some integration that the monitoring server does not sends mails, but opens new tickets, inserts follow- ups and also closes tickets (on recovery of a problem, e.g.)
Despite the latter, this weren't a problem. OTRS' core function is to open up tickets on receival of new emails and add follow-ups to existing ones, ie. track tickets. Closing tickets via email isn't impossible at all, but requires coding.
- if it is the best way to (mis-)use the GenericAgent for such a job?
Strike through the (mis-), as GA is meant for performing tasks like these.
- does the GenericAgent can create new tickets at all, or does the GenericAgent is always based on already existing tickets?
No, GA can't, and yes, GA can. GA runs on existing tickets, but you may well run shell scripts from within GA, from within you may send an email which opens up a new ticket, if you want.
- should I write a whole OTRS-LowLevel-Module which
Depends on your demand. Why not? A maximum of flexibility combines with the highest complexity, though. See below. Btw, what are low-level modules? Or better: what were high-level modules then?
analyses the incoming events and inserts directly into the database?
No, under seldom circumstances only you should write a thing directly to the DB. Try to prevent it wherever possible. Use Procmail (or your mail server directly) or the lightweight, but integrated version: OTRS' PostMaster::PreFilterModule capabilities. grep Kernel/Config/Defaults.pm for them. You are allowed to set X-OTRS-headers from within Procmail or the PreFilter modules.
- is there any better (generic) API available for OTRS?
We believe our model to be quite sophisticated and usuable. No, there's no hidden connec to OTRS than the documented one. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388