OTRS RestAPI

How it works

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

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:

Parameter	Example of value
Address	192.168.0.8
Rest link	nph-genericinterface.pl/Webservice
Path	/otrs
Webservice name	centreon
Username	centreon
Password	MyPassword
Timeout	60

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.

2. 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'
};

3. 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