OTRS

Version: 2.0.0

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OTRS is a modern, flexible ticket and process management system.

Connect OTRS with LogicHub

Navigate to Automations > Integrations.
Search for OTRS.
Click Details, then the + icon. Enter the required information in the following fields.
- Label: Enter a connection name.
- Reference Values: Define variables here to templatize integration connections and actions. For example, you can use https://www.{{hostname}}.com where, hostname is a variable defined in this input. For more information on how to add data, see 'Add Data' Input Type for Integrations.
- Verify SSL: Select option to verify connecting server's SSL certificate (Default is Verify SSL Certificate).
- Remote Agent: Run this integration using the LogicHub Remote Agent.
- Server URL: The Server URL to connect to the OTRS.
- Server Time Zone (Optional): The Server time zone to connect to the OTRS. Example: -04:00.If provided, This time will be added to created after/before input parameter of ticket get action.
- Username: The Username to connect to the OTRS.
- Password: The Password to connect to the OTRS.
After you've entered all the details, click Connect.

Actions for OTRS

Ticket Create

Create a ticket and return the created ticket id.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required
Title	Jinja-templated text containing title for ticket.	Required
Queue	Jinja-templated text containing queue for ticket.	Required
Customer User	Jinja-templated text containing value for Customer User.	Required
State	Jinja-templated text containing State to lookup. (Default is NEW)	Optional
Priority	Jinja-templated text containing priority to lookup. (Default is NORMAL)	Optional
Type	Jinja-templated text containing type for ticket.	Optional
Article Subject	Jinja-templated text containing article subject for ticket.	Optional
Article Body	Jinja-templated text containing article body for ticket.	Optional
Article Content Type	Jinja-templated text containing article content type for ticket (Default is `text/html; charset=utf8`)	Optional
Attachment Details	Jinja-templated text containing File names and File IDs in JSON format (file_name key is optional). Example: [{"file_name": "{{file_name_1}"}, "file_id": "{{file_id_1}}"}, {"file_id": "{{file_id_2}}"}]	Optional
Dynamic Field	Jinja-templated text containing the Dynamic Field parameter of Ticket. Example: {{otrs_dynamic_field}}	Optional
Number of retries required	Number of retries required (Default is 2)	Optional

Output

JSON containing the following items:

{
  "ticket_id": "606028",
  "error": null,
  "has_error": false
}

Ticket Create (Deprecated)

Create a ticket and return the created ticket ID.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required
Title	Jinja-templated text containing title for a ticket.	Required
Queue	Jinja-templated text containing queue for a ticket.
Customer User	Column name from the parent table to lookup value for Customer User.
State	Select a value for State to lookup. (Default is NEW).
Priority	Select a value for priority to lookup. (Default is NORMAL).
Type	Jinja-templated text containing type for a ticket.	Optional
Article Subject	Jinja-templated text containing article subject for a ticket.	Optional
Article Body	Jinja-templated text containing article body for a ticket.	Optional
Attachment Details	Jinja-templated text containing File names and File IDs in JSON format (file_name key is optional). Example: [{"file_name": "{{file_name_1}"}, "file_id": "{{file_id_1}}"}, {"file_id": "{{file_id_2}}"}].	Optional
Dynamic Field	Jinja-templated text containing the Dynamic Field parameter of Ticket. Example: {{otrs_dynamic_field}}	Optional
Number of retries required	Number of retries required to create a ticket.	Optional

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: Ticket ID.

{
  "ticket_id": "606028",
  "error": null,
  "has_error": false
}

Ticket Update

Update a ticket and return the updated ticket id.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required
Ticket ID	Jinja-templated text containing coma separated Ticket ID.	Required
Title	Jinja-templated text containing title for ticket.	Optional
Queue	Jinja-templated text containing queue for ticket.	Optional
State	Jinja-templated text containing State to lookup.	Optional
Priority	Jinja-templated text containing priority to lookup.	Optional
Service	Jinja-templated text containing service to lookup.	Optional
Type	Jinja-templated text containing type for ticket.	Optional
Article Subject	Jinja-templated text containing article subject for ticket.	Optional
Article Body	Jinja-templated text containing article body for ticket.	Optional
Article Content Type	Jinja-templated text containing article content type for ticket (Default is `text/html; charset=utf8`)	Optional
Attachment Details	Jinja-templated text containing File names and File IDs in JSON format (file_name key is optional). Example: [{"file_name": "{{file_name_1}"}, "file_id": "{{file_id_1}}"}, {"file_id": "{{file_id_2}}"}]	Optional
Dynamic Field	Jinja-templated text containing the Dynamic Field parameter of Ticket. Example: {{otrs_dynamic_field}}	Optional
Number of retries required	Number of retries required (Default is 2)	Optional

Output

JSON containing the following items:

{
  "ticket_id": "606028",
  "error": null,
  "has_error": false
}

Ticket Update (Deprecated)

Update a ticket and return the updated ticket ID.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required
Ticket ID	Jinja-templated text containing comma-separated Ticket ID.	Required
Title	Jinja-templated text containing title for a ticket.	Required
Queue	Jinja-templated text containing queue for a ticket.	Required
State	Select a value for State to lookup. (Default is NEW).	Optional
Priority	Select a value for priority to lookup. (Default is NORMAL).	Optional
Type	Jinja-templated text containing type for a ticket.	Optional
Article Subject	Jinja-templated text containing article subject for a ticket.	Optional
Article Body	Jinja-templated text containing article body for a ticket.	Optional
Attachment Details	Jinja-templated text containing File names and File IDs in JSON format (file_name key is optional). Example: [{"file_name": "{{file_name_1}"}, "file_id": "{{file_id_1}}"}, {"file_id": "{{file_id_2}}"}].	Optional
Dynamic Field	Jinja-templated text containing the Dynamic Field parameter of Ticket. Example: {{otrs_dynamic_field}}	Optional
Number of retries required	Number of retries required to update a ticket.	Optional

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: Ticket ID.

{
  "ticket_id": "606028",
  "error": null,
  "has_error": false
}

Ticket Get

Return ticket entries by ID.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required
Ticket ID	Jinja-templated text containing Ticket ID.
Include Articals	Select option to request OTRS to include all Articles (Default is 'True').	Optional
Include Attachments	Select option to request OTRS to include all Attachments (Default is 'True').	Optional
HTML Body As Attachment	Select option to request OTRS for 'HTML body as attachment' , If enabled the HTML body version of each article is added to the attachments (Default is 'True').	Optional
Download Attachments	Automatically download attachments.Doing so may significantly increase processing time (Default is 'True' to get attachment).	Optional
Article Sender Type	Jinja-templated text containing article sender type. Example: {{article_sender_type_column}}.	Optional
Article Order	Jinja-templated text containing order of the articles. Example: {{article_order_column}}.	Optional
Article Limit	Maximum numbers of the articles to return per row.	Optional
Number of retries required	Number of retries required to get a ticket.	Optional

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: Ticket Details.

{
  "result": {
    "py/object": "pyotrs.lib.Ticket",
    "fields": {
      "Age": 25586,
      "PriorityID": "1",
      "ServiceID": "",
      "Type": "100 - ****",
      "Responsible": "root@localhost",
      "StateID": "4",
      "ResponsibleID": "1",
      "ChangeBy": "402",
      "EscalationTime": "0",
      "OwnerID": "402",
      "Changed": "2021-01-04 07:23:08",
      "TimeUnit": 0,
      "RealTillTimeNotUsed": "0",
      "GroupID": "26",
      "Owner": "abc_abc",
      "CustomerID": "CID",
      "TypeID": "12",
      "Created": "2021-01-04 04:19:47",
      "Priority": "1 very low",
      "UntilTime": 0,
      "EscalationUpdateTime": "0",
      "Queue": "Q_CUOL_Srbvbte",
      "QueueID": "21",
      "State": "open",
      "Title": "title",
      "CreateBy": "402",
      "TicketID": "605361",
      "StateType": "open",
      "UnlockTimeout": "1609759169",
      "EscalationResponseTime": "0",
      "EscalationSolutionTime": "0",
      "LockID": "1",
      "TicketNumber": "7605358",
      "ArchiveFlag": "n",
      "Lock": "unlock",
      "SLAID": "",
      "CustomerUserID": "[email protected]"
    },
    "tid": 605361,
    "articles": [],
    "dynamic_fields": [
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "01a",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "02caa",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "0ctos",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "0on",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "uiid",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "hgjg",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "hghjg",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "786hgg",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "hggjh",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "hggvbhj",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "ghjg",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "fyuffj",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "gfgghfh",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "dfhgfcgjvj",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      },
      {
        "py/object": "pyotrs.lib.DynamicField",
        "name": "dfh",
        "value": null,
        "search_patterns": [
          null
        ],
        "search_operator": "Equals"
      }
    ]
  },
  "error": null,
  "has_error": false
}

Ticket Search

Return a list of ticket ids.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required
Title	Jinja-templated text containing title for ticket.	Optional
Queue	Jinja-templated text containing comma separated list of queues for tickets to search.	Optional
Queue ID	Jinja-templated text containing comma separated list of queue ids for tickets to search.	Optional
Type	JJinja-templated text containing comma separated list of types for tickets to search.	Optional
Type ID	Jinja-templated text containing comma separated list of type ids for tickets to search.	Optional
State	Jinja-templated text containing comma separated list of states for tickets to search.	Optional
State ID	Jinja-templated text containing comma separated list of state ids for tickets to search.	Optional
State Type	Jinja-templated text containing comma separated list of state types for tickets to search.	Optional
State Type ID	Jinja-templated text containing comma separated list of state type ids for tickets to search.	Optional
Created After	Jinja-templated text containing datetime to search tickets created after specified time. Example: 2016-01-09 00:00:01	Optional
Created Before	Jinja-templated text containing datetime to search tickets created before specified time. Example: 2021-02-08 00:00:01	Optional
Created Within Past X Minutes	Number of minutes to search tickets created less than X minutes ago. Example: 120	Optional
Number of retries required	Number of retries required to search tickets.	Optional

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: List Of Ticket IDs.

{
  "error": null,
  "has_error": false,
  "result": "123456"
}

Release Notes

v2.0.0 - Updated architecture to support IO via filesystem
v1.3.1 -
- Deprecated old version of Ticket Create and Ticket Update actions.
- Change Customer User, State and Priority fields to Jinja-templated fields in Ticket Create and Ticket Update actions.
- Added optional field Service in Ticket Update action.
v1.2.9 - Fixed timeout bug.
v1.2.8 - Bug Fix - Resolved the default value error in dynamic field.
v1.2.7 - Added dynamic field parameter in Ticket Create and Ticket Update actions.

Updated about 1 year ago