OTRS Webhooks or similar to implement integrations

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possebon
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Joined: 25 Sep 2014, 20:03
OTRS Version?: 5.0.17

OTRS Webhooks or similar to implement integrations

Post by possebon » 01 Aug 2018, 17:58

Hi,

Does OTRS has any webhooks or something similar?

I want to call an API every time a ticket is created or updated. When the ticket is created the user will receive the ticket number and some information on Slack.

If the ticket is updated, changed it's state, the customer will receive the updated status on Slack.

When a ticket is assigned to an agent, the agent will receive a message on Slack.

I could not find anything similar to that

jojo
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Re: OTRS Webhooks or similar to implement integrations

Post by jojo » 01 Aug 2018, 22:42

check out blog.otrs.com for loads of examples
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

reneeb
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Re: OTRS Webhooks or similar to implement integrations

Post by reneeb » 02 Aug 2018, 09:00

Longer answer: A "GenericInterface" exists (http://doc.otrs.com/doc/manual/admin/st ... rface.html). For thirdparty integrations, you need to have an invoker. You can use the "OTRS Business Solution" or you can write your own invoker.

The first solution has the advantage that you do not need to know any Perl. The addons provided by OTRS allows you to define the integration as XSLT. But you have to buy the "OTRS Business Solution".

The second solution is for free if you know some Perl, but you could also hire someone...
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

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