Updating Ticket Using Generic Interface

[samwaithaka]

I'm new to OTRS, and I would like to update ticket, say changing queue, person responsible or even dynamic fields, via generic interface. Where to I begin? Should I create Perl scripts, and then call them using commands during events, or which is the ideal approach?

[patzig]

hey, u can use GenericAgents for that.

[samwaithaka]

I think generic agent might be quite limited on this one. Here's a scenario: I pick the name of queue, person responsible from database, and use the values to update ticket - this is for process management. Thus why I want to go this route, as per the guide below.

https://otrs.github.io/doc/api/otrs/6.0 ... te.pm.html

The question is, how does OTRS interface with this API?