Use Ticket Creation notification to perform a call to a web hook

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quadrivium
OTRS newbie
Posts: 16
Joined: 23 Mar 2020, 10:36
OTRS Version?: 6.0.10
Real Name: Paolo Ponzano
Company: Quadrivium

Use Ticket Creation notification to perform a call to a web hook

Post by quadrivium »

Hello again,
After having discussed with my colleagues, we decided to investigate instead of having a polling system that checks for new ticket/variations if it's possible to perform a web call to an endpoint where we receive the ticket information and we simplify the handling logic.

Is this possible? does something similar already exists?

Thanks in advance

Paolo

jojo
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Re: Use Ticket Creation notification to perform a call to a web hook

Post by jojo »

In OTRS there is an eventbased System which can e.g trigger Notifications or Webservices (you would need to develop an invoker) or can be used to run GernericAgents or local Perl based Eventmodules
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quadrivium
OTRS newbie
Posts: 16
Joined: 23 Mar 2020, 10:36
OTRS Version?: 6.0.10
Real Name: Paolo Ponzano
Company: Quadrivium

Re: Use Ticket Creation notification to perform a call to a web hook

Post by quadrivium »

Thanks jojo for your reply, in those days I've tried to use the webservices (and with the help of root I succeded), but this is something that we havee to poll and check if there're new messages to be processed.

The other idea was to have a notification when a ticket is created/updated (I've seen the section where the trigger are fired) and there's a section

Run Custom Module
otrs_1.PNG

Is thre that I should call my own module that performs the call to my webservice? how do I pass the whole ticket as payload?

Thanks
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