OTRS and PagerDuty

[tkrot13]

I apologize if this is in the wrong section of the forum new member here.

Is there any way to integrate the two services together. I know there is unofficially an addon that can be applied but in my company we are using OTRS Free, are there any limitations to using addons because of the free version, and if we were to upgrade the otrs version would that allow us to then use the addons. Currently we are getting an error when trying to apply the integration addon. We are currently using version 3.1.21. The error received is saying Error Message : The workorder state new is not known. You can Send a bugreport or go back to the previous page. Here is the error output

Code: Select all

Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Sep 6 09:08:24 2016 Message: The workorder state new is not known! Traceback (18389): Module: Kernel::System::ITSMChange::ITSMWorkOrder::WorkOrderSearch (v1.128) Line: 1237 Module: Kernel::Output::HTML::ToolBarMyWorkOrders::Run (v1.5) Line: 74 Module: Kernel::Output::HTML::Layout::Header (v1.381.2.16) Line: 1495 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.381.2.16) Line: 1189 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.108.2.1) Line: 1610 Module: Kernel::Modules::AdminPackageManager::Run (v1.108.2.1) Line: 1055 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 

Any help would be greatly appreciated.

[jojo]

I guess that the PagerDuty Add On does not match your (extremly outdated) OTRS version. Also it seems that there is no avtive maintenance any more for the module...

Without digging to deep into the old code there are several options (based on OTRS5):

- use the event based generic agent to trigger a script calling pager duty
- use the ticket notification module to send emails to PagerDuty
- use outgoing webservices via event trigger (OTRS Business Solution™ 5 needed)
- hire a developer to port the old module to a new version of OTRS

Please note that actual version is OTRS 5.0.12 and your version is not supported and patched since years