Integration of OTRS and external applications (new feature)
Dear All, I was wondering if there have been any efforts made in the past to integrate OTRS and say an e-Commerce application. We would like to accomplish the following: For every on-line sale our e-Commerce application will send an email with the transaction details (like receipt of the order) to the customer. Because we would like to keep all email communication in one place we would like to change this in such a way that the e-commerce application creates a ticket (similar to what AgentTicketEmail does) in the OTRS system directly and have OTRS send out the email to the customer. One way to accomplish the above mentioned behavior would be to hack AgentTicketEmail.pm, not a big deal. However in order to have an external application interface with OTRS in a way different from the one I described above one would have to hack many other modules. It would make much more sense imho to go for a general purpose solution, e.g. by building a kind of wrapper which overloads the ParamObject (Kernel::System::Web::Request). Has anyone done such a thing or similar things already? Looking forward to your Best regards, Ton Verhagen
Ton Verhagen wrote:
Dear All,
I was wondering if there have been any efforts made in the past to integrate OTRS and say an e-Commerce application. [snip]
Hi Ton, I integrated OTRS with Interchange (on a rudimentary level) about a month ago. Things went well at first but then I soon ran into a lot of road blocks. My final solution was to use the "free fields" of OTRS as a key to the interchange transaction table. I was not able to get tickets to be automatically associated with transactions. When a new ticket arrives in the OTRS queue, the customer service people have to manually associate that ticket with an order using the free fields. (this is clumsy) I used an html iframe on the interchange order_view.html page to load OTRS. I used some ITL to query the OTRS ticket table and see if there is a ticket with a free field value with the transaction value. If so, the iframe opens and loads the ticket. That part works great. You see the interchange order on your screen and directly beneath it is the associated OTRS ticket in the iframe. If the customer calls and we have to open a ticket, I use a button and some javascript to load an iframe and populate some fields, but there is still some manual interaction. I was hoping to have it all automatic and submit it back to the interchange group, but I could not get a solid enough implementation. If you want to see my hacked up javascript solution, just email me and I'll send you what I have. BTW, we use your forum module for interchange and it is rock solid! Thanks.
Quoting Marty Tennison
Ton Verhagen wrote:
Dear All,
I was wondering if there have been any efforts made in the past to integrate OTRS and say an e-Commerce application. [snip]
Hi Ton,
I integrated OTRS with Interchange (on a rudimentary level) about a month ago. Things went well at first but then I soon ran into a lot of road blocks. My final solution was to use the "free fields" of OTRS as a key to the interchange transaction table. I was not able to get tickets to be automatically associated with transactions. When a new ticket arrives in the OTRS queue, the customer service people have to manually associate that ticket with an order using the free fields. (this is clumsy)
What's the approach you took in regard to adding the ticket? Simply by having Interchange send an email to the OTRS queue or by using a direct connection to the OTRS system? If you chose the latter approach you could store the returned ticket number somewhere in Interchange e.g. the IC transactions table.
I used an html iframe on the interchange order_view.html page to load OTRS. I used some ITL to query the OTRS ticket table and see if there is a ticket with a free field value with the transaction value. If so, the iframe opens and loads the ticket. That part works great. You see the interchange order on your screen and directly beneath it is the associated OTRS ticket in the iframe.
If the customer calls and we have to open a ticket, I use a button and some javascript to load an iframe and populate some fields, but there is still some manual interaction.
I was hoping to have it all automatic and submit it back to the interchange group, but I could not get a solid enough implementation.
If you want to see my hacked up javascript solution, just email me and I'll send you what I have.
Yes, please send your code to me as I would love to have a peek at your code.... It would really benefit both open source applications, OTRS as well as Interchange (and others) if we could develop a solid solution for interfacing between those apps.
BTW, we use your forum module for interchange and it is rock solid! Thanks.
Glad you like it ! New release is coming up soon with a couple of neat new features. :) Thank you for your response Marty ! Best regards, Ton Verhagen
participants (2)
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Marty Tennison -
Ton Verhagen