Thanks Jan! I'll forward this to my programmer. :-) Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, wrote:

Hi,****

** **

afaik you can connect via SOAP when the iPhone Handle AddOn is installed.* ***

** **

Regards****

Jan Dreyer****

IT Administrator / Operations Team / M-IT OMS****

** **

*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag von *Andy Wodfer *Gesendet:* Montag, 16. April 2012 11:01 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] API call protocol/way to connect to OTRS?****

** **

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?****

** **

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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On Mon, 16 Apr 2012 10:12:44 +0000, wrote:

Hi,

no problem. http://giyf.com shows several examples when asking for "soap otrs", e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=369 &ItemID=369

Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS?

Thanks Jan!

I'll forward this to my programmer. :-)

Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, wrote: Hi,

afaik you can connect via SOAP when the iPhone Handle AddOn is installed.

Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS?

Anyone?

Hi, for SOAP you have to configure Core:SOAP via Kernel/Config.pm or SysConfig (http://doc.otrs.org/3.0/en/html/config.html#Framework:Core::SOAP) Here is an exampe SOAP client, coded in PHP: http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PHP_vi... The iPhone-Handle gives you an JSON Interface. With OTRS 3.1 the Generic Interface was introduced to connect external systems. hth, Roy -- Roy Kaldung e-mail: roy@kaldung.com

On Mon, 16 Apr 2012 13:53:05 +0200, Andy Wodfer wrote:

Thanks Roy!

Any comments on how to authenticate users/agents through OTRS?

Hi, for authentication on the 'builtin' web interface you can use nearly any db where an Perl DBI driver is available (see http://dbi.perl.org/), LDAP against OpenLDAP, Active Directoy, eDirectory, etc. HTTP Basic Autehntication allows you to use Kerberos/NTLM, OpenID Provider (with mod_openid in an Apache environment). -- Roy Kaldung e-mail: roy@kaldung.com

Good morning: ¿If i try to connect in this moment whit de user: andrea.rey@fsfb.org.comailto:andrea.rey@fsfb.org.co and the password: 123 I'll connect to OTRS? My problem is that I need to show this software to my company in the shortest time possible. I'll wait your help Thanks [cid:image001.png@01CD1BA9.EBBA71E0] Andrea Rey | Coordinadora de Infraestructura de TI | Calle 119 No. 7-75 - Piso 2 | Tel.: (571) 603 0303 Ext. 5698 | Bogotá D.C. - Colombia | andrea.rey@fsfb.org.comailto:andrea.rey@fsfb.org.co | www.fsfb.org.cohttp://www.fsfb.org.co Para preservar el medio ambiente, considere imprimir este mensaje solo si es necesario De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Jan.Dreyer@bertelsmann.de Enviado el: lunes, 16 de abril de 2012 07:33 a.m. Para: otrs@otrs.org Asunto: Re: [otrs] API call protocol/way to connect to OTRS? Hi Andy. What exactly do you want? Authenticating against OTRS for external content? You could try to establish a SOAP connection. If that fails, you can deny the external content. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 13:53 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS? Thanks Roy! Any comments on how to authenticate users/agents through OTRS? Anyone? All the best, Andy On Mon, Apr 16, 2012 at 12:23 PM, Roy Kaldung mailto:roy@kaldung.com> wrote: On Mon, 16 Apr 2012 10:12:44 +0000, mailto:Jan.Dreyer@bertelsmann.de> wrote:

Hi,

no problem. http://giyf.com shows several examples when asking for "soap otrs", e.g. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=369 &ItemID=369

Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS?

Thanks Jan!

I'll forward this to my programmer. :-)

Best regards, Andy On Mon, Apr 16, 2012 at 11:04 AM, mailto:Jan.Dreyer@bertelsmann.de> wrote: Hi,

afaik you can connect via SOAP when the iPhone Handle AddOn is installed.

Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] Im Auftrag von Andy Wodfer Gesendet: Montag, 16. April 2012 11:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] API call protocol/way to connect to OTRS?

Anyone? Hi,

for SOAP you have to configure Core:SOAP via Kernel/Config.pm or SysConfig (http://doc.otrs.org/3.0/en/html/config.html#Framework:Core::SOAP) Here is an exampe SOAP client, coded in PHP: http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PHP_vi... The iPhone-Handle gives you an JSON Interface. With OTRS 3.1 the Generic Interface was introduced to connect external systems. hth, Roy -- Roy Kaldung e-mail: roy@kaldung.commailto:roy@kaldung.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ________________________________ Mensaje de Confidencialidad: Este mensaje de correo electrónico y los archivos anexos que contenga son de uso exclusivo de las personas o entidades que aparecen como destinatarios. Este mensaje puede contener información confidencial, de uso reservado y protegida legalmente. Si usted ha recibido este correo por equivocación tiene completamente prohibido su utilización, copia, impresión, reenvío o cualquier otra acción que divulgue su contenido o el de los archivos anexos. En este caso, por favor notifique al remitente acerca de la equivocación cometida y elimine este correo electrónico de sus sistemas de almacenamiento. Gracias. Confidentiality Notice: This e-mail and any files transmitted with it are for the sole use of the intended recipient(s). This email may contain confidential and privileged information. If you are not the intended recipient, any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this message in error please contact the sender by reply e-mail and destroy all copies of the message from all your data storage systems. Thank you.

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:

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

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/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:

...

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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---

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