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, or https://example.com in a production environment.
UserLogin: The username of the user who will make the request. In this example, it is root@localhost.
Password: The password for the user specified in UserLogin.

Configurable Parameters¶

<web-service>: The name of the web service you create, such as redborder.
<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.

Admin panel

Access Web Services¶

Scroll down to the Web Services card and click it.

Web Service card

Add New Web Service¶

Click the "Add Web Service" button.

Add Web Service Button

Name the Web Service¶

In the General panel, enter the name of the web service, such as redborder.

Set redborder as Name in General Panel

Configure Ticket Creation Operation¶

Add the Ticket::TicketCreate operation in the "OTRS as provider" section.

Set Ticket::TicketCreate Operation in the OTRS as provider panel

Set Operation Details¶

Name the operation, for example, Create a Ticket.

Set a name for the Create Ticket Operation

Configure Network Transport¶

Set HTTP::REST as the Network Transport and click "Configure".

Set HTTP::REST as Network Transport and click to configure

Define Route Mapping¶

Set the Route Mapping for Operation to /CreateTicket, Maximum message length to 100000 and Send Keep-Alive to No.

set HTTP::REST as Network Transport and click to configure

Save the Web Service¶

Click "Save and finish" to finalize and generate the web service.