Notify agent of new tickets by SMS / Signal app / etc.

[tentaclefi]

Hello,

Has anyone been successful on creating notification system which would send SMS or Signal App message when new tickets are received or old ones being answered?

I just don't understand how to create the web service.

We have iSMS compatible SMS Eagle box and I'd like to either use it or Signal App to send messages.

Any help would be most welcome.

[jojo]

you would need a system which provides to send SMS or other Messages via API. For this you should have deep knowledge on how to use OTRS invokers and also in JSON/Rest based webservices.

Or you can check if there are commercial modules which do the job

[root]

Hi,

There is an example in the Znuny documentation. You can also import the Ready2Adopt Web Services "Mattermost Notification" and then modify for an SMS API or Signal. There are no OTRS invoker (I doubt they work with Znuny) required or commercial add-ons.

- Roy

[tentaclefi]

Excellent!

I got a bit forward with passing on variables to our SMS API.

Where could I see what variables can I use to pass data?

For example:

<User><xsl:value-of select="//Ticket/OwnerData/UserFullname"/></User>

I can get the full name, but how about GSM number or email for example if it's set in user preferences?

Thank you!

[root]

For example:

<User><xsl:value-of select="//Ticket/OwnerData/UserFullname"/></User>

I can get the full name, but how about GSM number or email for example if it's set in user preferences?

Hi,

The first place to check is always the web service debugger. There you will see all available data, e.g. all values beneath the node //Ticket/Ownerdata
It's the data before mapping where you should look.

- Roy

[tentaclefi]

Thank you, got it working now.