How to send a ticket info to external system when ticket is created?

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crynof
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How to send a ticket info to external system when ticket is created?

Post by crynof »

Hi!, that is my first post.
I am trying to implement telegram alerts with OTRS.
My idea is for OTRS to send an alert to telegram when a customer creates a priority 5 ticket.
At the moment I have the way to send alerts to telegram by POST method, but from the OTRS side I don't know how to implement the sending of ticket data to telegram when it is created.

Any idea how to do that?

Thank you!

jojo
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Re: How to send a ticket info to external system when ticket is created?

Post by jojo »

you need to create a invoker module for the Generic Interface
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crynof
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Re: How to send a ticket info to external system when ticket is created?

Post by crynof »

jojo wrote:
22 Mar 2020, 22:25
you need to create a invoker module for the Generic Interface
Many thanks!, i tried to configure a generic interface but i dont know how. I saw so documentation but i think that is no clear, because not explain the otrs process behind.

What is the basic options that i should to set for a basic send of data?

Cheers

jojo
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Re: How to send a ticket info to external system when ticket is created?

Post by jojo »

you need to develop or buy an invoker package first. Then you can start configure it
"Production": OTRS™ 7, STORM powered by OTRS
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crynof
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Re: How to send a ticket info to external system when ticket is created?

Post by crynof »

jojo wrote:
23 Mar 2020, 10:11
you need to develop or buy an invoker package first. Then you can start configure it
Thanks!
Its possible to develope that without configure a webservice?. I mean to inject an Ajax code into the perl code that executes the creation of a ticket, so that when generating a ticket and this is of priority 5, it executes the JSON sending by ajax.

Whats files contains the customer ticket create?

Cheers

skullz
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Re: How to send a ticket info to external system when ticket is created?

Post by skullz »

You actually can do it by using Generic Agent and custom script module. But of course, you need to have a knowledge in programming.

1. Run generic agent upon even ticket create with high priority.
2. Execute custom module.

Generic agent will pass the value of effected ticket (ticket id), use this ticket id to get the ticket details via API, send the details to telegram users / group.

crynof
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Re: How to send a ticket info to external system when ticket is created?

Post by crynof »

skullz wrote:
26 Mar 2020, 13:47
You actually can do it by using Generic Agent and custom script module. But of course, you need to have a knowledge in programming.

1. Run generic agent upon even ticket create with high priority.
2. Execute custom module.

Generic agent will pass the value of effected ticket (ticket id), use this ticket id to get the ticket details via API, send the details to telegram users / group.
Many thanks skullz, i will trying. I was thinking before to edit the section code in the perl file that create a Ticket on customer way, but i dont know what is these files.

Where i can get an example of a custom module to recicle it?. I have knowledge in programming, but never developed in perl before.

skullz
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Re: How to send a ticket info to external system when ticket is created?

Post by skullz »

There is no exact example, but maybe you can start here..

viewtopic.php?f=62&t=41299

crynof
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Re: How to send a ticket info to external system when ticket is created?

Post by crynof »

skullz wrote:
27 Mar 2020, 03:06
There is no exact example, but maybe you can start here..

viewtopic.php?f=62&t=41299
Many Thanks!!!, i´ll take a look. Any thing works for me.
:D

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