[SOVED] Automatic process ticket creation?

StCyr · Post by **StCyr** » 13 Apr 2016, 12:05

Hello all,

Is it possible to automaticaly create process tickets?

For example, by using Postmaster filters, or via the GenericInterface?

Another solution would be to be able to change a regular ticket into a process ticket. Is it possible at all?

Best regards,

Cyrille

RStraub · Post by **RStraub** » 13 Apr 2016, 13:57

It's absolutly possible.

You can use the GenericInterface to do so, I think there's even a thread around that explains how to do it for "recurring" tickets.

As for the second question, the only difference between a "normal" and a "process" ticket is:
- The process ticket has two values for the PM-Dynamic Fields
- The process ticket does not require an article to be created.

You can convert them if you allow the fields ProcessManagementProcessID and ProcessManagementActivityID in any mask (free fields, note, etc. ..) and fill them with the correct values.

StCyr · Post by **StCyr** » 15 Apr 2016, 09:51

Hi Rolf,

Thanks for the reply.

I couldn't find the thread about recurring tickets, but, anyway: Do I understand it correctly that in order to create a process ticket all what's needed (compared to a regular ticket) is to assign correct value to the ProcessManagementProcessID and ProcessManagementActivityID fields?

So, creating process tickets using OTRS' GenericInterface's TicketCreate operation shouldn't be any harder than creating "regular" tickets?

Br,

Cyrille

RStraub · Post by **RStraub** » 15 Apr 2016, 10:10

Indeed. It should suffice to pass two additional values for the dynamic fields.

Here is an example of an SOAP connector, but you have to make sure you have the webservices configured:

Code: Select all

#!/usr/bin/perl -w

use strict;
use warnings;

use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);

use SOAP::Lite;
my $Host='IP-Of-you-OTRS-System';
my $ServiceID = 'TicketCreate';

my $URL = "http://$Host/otrs/nph-genericinterface.pl/TicketConnector/$ServiceID";
my $NameSpace='http://$Host/TicketConnector/';

my $Operation = 'TicketCreate';
my $XMLData = '
<UserLogin>Valid-User-Login</UserLogin>
<Password>Valid-User-PW</Password>
<Ticket>
    <Title>Ticket via SOAP!</Title>
    <CustomerUser>Some-Customer-User</CustomerUser>
    <Queue>Some-Queue</Queue>
    <State>open</State>
    <Type>Problem</Type>
    <Priority>3 normal</Priority>
</Ticket>
<Article>
    <Subject>Article title</Subject>
    <Body>Test</Body>
    <ContentType>text/plain; charset=utf8</ContentType>
    <TimeUnit>5</TimeUnit>
    <ArticleType>email-external</ArticleType>
    <SenderType>system</SenderType>
</Article>
';

my $SOAPData = SOAP::Data->type( 'xml' => $XMLData );
my $SOAPObject = SOAP::Lite
   ->uri($NameSpace)
   ->proxy($URL)
   ->$Operation($SOAPData);

# check for a fault in the soap code.
if ( $SOAPObject->fault ) {
    print $SOAPObject->faultcode, " ", $SOAPObject->faultstring, "\n";
}
else {

    # get the XML response part from the SOAP message.
    my $XMLResponse = $SOAPObject->context()->transport()->proxy()->http_response()->content();

    # deserialize response (convert it into a perl structure).
    my $Deserialized = eval {
        SOAP::Deserializer->deserialize($XMLResponse);
    };

    # remove all the headers and other not needed parts of the SOAP message.
    my $Body = $Deserialized->body();

    # just output relevant data and no the operation name key (like TicketCreateResponse).
    for my $ResponseKey ( keys %{$Body} ) {
        print Dumper( $Body->{$ResponseKey} );
    }
}
exit 0;

StCyr · Post by **StCyr** » 15 Apr 2016, 14:25

yep, works

Thanks

Znuny Open Source Ticketsystem

[SOVED] Automatic process ticket creation?

[SOVED] Automatic process ticket creation?

Re: Automatic process ticket creation?

Re: Automatic process ticket creation?

Re: Automatic process ticket creation?

Re: Automatic process ticket creation?