OTRS¶
Integrate OTRS with Redborder manager Web Platform¶
This documentation provides a step-by-step guide to integrating OTRS with the Redborder Web Platform. By following these instructions, you will be able to create a Web Service in OTRS, allowing you to perform POST requests to create tickets.
This documentation is based on OTRS Community Edition 6.0.40 version.
API Endpoint Example¶
Here is an example of the API endpoint you will create:
Create Ticket API Endpoint
http://<virtual-machine-ip>/otrs/nph-genericinterface.pl/Webservice/redborder/CreateTicket?UserLogin=root@localhost&Password=redborder
Parameters¶
<url>
: The base URL of your OTRS instance. For example,http://<virtual-machine-ip>
in a development environment, orhttps://example.com
in a production environment.UserLogin
: The username of the user who will make the request. In this example, it isroot@localhost
.Password
: The password for the user specified inUserLogin
.
Configurable Parameters¶
<web-service>
: The name of the web service you create, such asredborder
.<route-mapping>
: The route mapping for the request, which will be for ticket creation.
The general structure of the API endpoint with parameters is as follows:
Create Ticket API Endpoint seen with parameters
<url>/otrs/nph-genericinterface.pl/Webservice/<web-service>/<route-mapping>?UserLogin=<username>&Password=<password>
Steps to Create OTRS Web Service¶
Follow these steps to create a web service in OTRS:
Note
Keep in mind that you have to need an Admin role to configure a Web Service.
Log in as an admin
user and go to the Admin Panel.¶
- Log in to your OTRS web portal with an admin account.
- Navigate to the Admin Panel.
Access Web Services¶
- Scroll down to the Web Services card and click it.
Add New Web Service¶
- Click the "Add Web Service" button.
Name the Web Service¶
- In the General panel, enter the name of the web service, such as
redborder
.
Configure Ticket Creation Operation¶
- Add the
Ticket::TicketCreate
operation in the "OTRS as provider" section.
Set Operation Details¶
- Name the operation, for example,
Create a Ticket
.
Configure Network Transport¶
- Set
HTTP::REST
as the Network Transport and click "Configure".
Define Route Mapping¶
- Set the Route Mapping for Operation to
/CreateTicket
, Maximum message length to100000
and Send Keep-Alive toNo
.
Save the Web Service¶
- Click "Save and finish" to finalize and generate the web service.
Configure Redborder Web UI to Use the OTRS API¶
- Go to
Tools -> Integrations
. - Click to the "OTRS API Integration" card ("Get started" button).
- Enter the Create ticket OTRS API Endpoint.
- Press "Update" button to apply the changes.
Example of the created created endpoint
http://<otrs-web-page>/otrs/nph-genericinterface.pl/Webservice/redborder/CreateTicket?UserLogin=root@localhost&Password=redborder