flowground for Business Customers
OTRS
Connector for

OTRS

This is a connector for the OTRS ticket system. The supported APIs include TicketCreate, TicketGet, TicketSearch, and TicketUpdate.
Specifications
  • Category: Office
  • Provider: Deutsche Telekom AG
  • Used API: OTRS AG
  • Managed: -
  • License: -
  • Programmed with: javascript
Prices

For productive use you need a project room, which is subject to a fee.

Prices and Editions
Changelog

Revision: Version number: 9

Last change 02/20/2019

Technical Specifications

getNewTickets

Get all new OTRS tickets which can filtered by the date they were created, the queue they are in. The user can also select on whether the ticket will include all, none or first article and also if it will include the attachments. The output will be an object that contains the ticket and a property called meta which will contain the date that was stored inside of the snapshot.

OnInit
./lib/triggers/getNewTickets.js
OnStartup
-
OnClose
-

Attributes

-

getUpdatedTickets

Functions the same as the getNewTickets trigger but instead of newly created tickets, it retrieves the tickets that have been recently updated.

OnInit
./lib/triggers/getUpdatedTickets.js
OnStartup
-
OnClose
-

Attributes

-

createTicket

Create a new OTRS Ticket, which will contain an article, metadata and can contain dynamic fields (see http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm.html)

OnInit
./lib/actions/createTicket.js
OnStartup
-
OnClose
-

Attributes

-

updateTicket

Updates an OTRS ticket data (see http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/GenericInterface/Operation/Ticket/TicketUpdate.pm.html)

OnInit
./lib/actions/updateTicket.js
OnStartup
-
OnClose
-

Attributes

-

getTicket

Get ticket based on it's id (see http://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/GenericInterface/Operation/Ticket/TicketGet.pm.html)

OnInit
./lib/actions/getTicket.js
OnStartup
-
OnClose
-

Attributes

-

addArticle

Updates an OTRS ticket by creating a article, which can also include attachments by adding the download url generated by the platform for the attachment (see https://doc.otrs.com/doc/api/otrs/5.0/Perl/Kernel/System/Ticket/Article.pm.html)

OnInit
./lib/actions/addArticle.js
OnStartup
-
OnClose
-

Attributes

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forEach

Emits a message for each item in a list

OnInit
./lib/actions/forEach.js
OnStartup
-
OnClose
-

Attributes

-

processAttachments

This action will download ticket attachments and upload them to the platform while also replacing the content field in the ticket object with the newly generated platform url.

OnInit
./lib/actions/processAttachments.js
OnStartup
-
OnClose
-

Attributes

-

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