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Version: 21.04

OTRS RestAPI

How it works​

The OTRS provider uses the REST API of OTRS to retrieve data in order to open a ticket.

architecture

Compatibility​

This connector is at least compatible with the following versions of OTRS:

  • OTRS 5
  • OTRS 4

Requirements​

Before going any further, make sure that you correctly setup centreon-open-ticket into your Centreon instance

Our provider requires the following parameters:

ParameterExample of value
Address192.168.0.8
Rest linknph-genericinterface.pl/Webservice
Path/otrs
Webservice namecentreon
Usernamecentreon
PasswordMyPassword
Timeout60

Possibilities​

As of now, the provider is able to retrieve the following objects from OTRS:

  • Queues
  • Priorities
  • States
  • Types
  • Customer users

Configuration​

Sadly, some extra configuration is required in order to gather this data from OTRS.

  1. copying custom webservice files

copy the content of extra/Custom and extra/Kernal in /opt/otrs/ on your OTRS server.

  1. Edit the configuration file

Add the following lines in the /opt/otrs/Kernel/Config.pm file

# ---------------------------------------------------- #
# insert your own config settings "here" #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #
# $Self->{SessionUseCookie} = 0;
# $Self->{CheckMXRecord} = 0;
$Self->{'GenericInterface::Operation::Module'}->{'Priority::PriorityGet'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Priority',
'Name' => 'PriorityGet'
};
$Self->{'GenericInterface::Operation::Module'}->{'Queue::QueueGet'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Queue',
'Name' => 'QueueGet'
};
$Self->{'GenericInterface::Operation::Module'}->{'State::StateGet'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'State',
'Name' => 'StateGet'
};
$Self->{'GenericInterface::Operation::Module'}->{'Type::TypeGet'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'Type',
'Name' => 'TypeGet'
};
$Self->{'GenericInterface::Operation::Module'}->{'CustomerUser::CustomerUserGet'} = {
'ConfigDialog' => 'AdminGenericInterfaceOperationDefault',
'Controller' => 'CustomerUser',
'Name' => 'CustomerUserGet'
};
  1. Import the webservice

On your OTRS web interface, use the import web service button and select the appropriate yaml file wich is extra/export/otrs4/centreon.yml or extra/export/otrs5/centreon.yml