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ottick

Ruby Interface to OTRS using web services and SOAP to access the generic interface nph-genericinterface.pl

WORK IN PROGRESS, USE IT AT YOUR OWN RISK.

Requirements

  • savon ~> 2.0

Installation

gem 'ottick', git: "https://github.com/swobspace/ottick.git", branch: "master"

Configuration

Ottick has to be configured before usage. If you are using Rails, you best create an initializer file like this:

Ottick.setup do |config|
  # must match your configuration
  config.wsdl = "/path/to/GenericTicketGenerator.wsdl"
  config.endpoint = "http(s)://yourhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector"
  config.otrs_user = your_valid_otrs_user
  config.otrs_passwd = your_valid_otrs_password

  # likely to be set to match your configuration
  conf.ticket_queue = your_incoming_queue
 ...
end

More configuration options for a default setup can be found at lib/ottick.rb.

Usage

require 'ottick'

@ticket = Ticket.new()  # Savon.client global parameters are possible here
found = @ticket.get("TicketID" => "1234567")
puts found.inspect

# returns
# {
#   :ticket=>{
#     :age=>"435004", :archive_flag=>"n", :change_by=>"2",
#     :changed=>"2014-05-20 17:23:48", :create_by=>"2",
#     :create_time_unix=>"1400599428", :created=>"2014-05-20 17:23:48",
#     :customer_id=>"1234", :customer_user_id=>"...",
#     :escalation_response_time=>"0", :escalation_solution_time=>"0",
#     :escalation_time=>"0", :escalation_update_time=>"0",
#     :group_id=>"20", :lock=>"lock", :lock_id=>"2", :owner=>"otrs",
#     :owner_id=>"2", :priority=>"3 normal", :priority_id=>"3",
#     :queue=>"MyQueue", :queue_id=>"13", :real_till_time_not_used=>"0",
#     :responsible=>"nobody", :responsible_id=>"1", :slaid=>nil,
#     :service=>"...", :service_id=>"2", :state=>"open",
#     :state_id=>"4", :state_type=>"open", :ticket_id=>"1234567",
#     :ticket_number=>"4711", :title=>"Just a Test",
#     :type=>"default", :type_id=>"1",
#     :unlock_timeout=>"1400599428", :until_time=>"0"},
#   :@xmlns=>"http://www.otrs.org/TicketConnector/"
# }


created = @ticket.create("Subject and title", "message body")
puts created.inspect
# returns
# {
#   :ticket_id => 1234567,
#   :article_id => 5678,
#   :ticket_number => 4711,
#   :@xmlns=>"http://www.otrs.org/TicketConnector/"
# }

result = @ticket.add_article(
  'Subject of the Article',
  'Content of the Article',
  {
    'TicketID' => 1, # OR 'TicketNumber' => 2010080210123456
    #OPTIONAL START#
    'Article' => {
      'ArticleType' => 'note-internal',
      'OtherArticleOption' => 'value'
    }
    #OPTIONAL END#
  }
)
puts result.inspect
# returns
# {
#   :article_id    => "5678",
#   :ticket_id     => "1234567",
#   :ticket_number => "2010080210123456",
#   :@xmlns        => "http://www.otrs.org/TicketConnector/"
# }

result = @ticket.update(
  'TicketID' => 223448, # OR 'TicketNumber' => 1176233
  'Ticket' => {'Title' => 'New Title'}
)
puts result.inspect
# returns
# {
#   :ticket_id=>"223448",
#   :ticket_number=>"1176233",
#   :@xmlns=>"http://www.otrs.org/TicketConnector/"
# }

Licence

Ottick Copyright (C) 2014 Wolfgang Barth

MIT License, see LICENSE

This repository includes the file GenericTicketConnector.wsdl from OTRS licensed under the AFFERO GNU General Public License AGPLv3