Pass ticket parameters in url

[tripti_rai2005]

I'm building a portal for our staff. I want to pass the create ticket parameters via url to the other application.

So, cutting straight to the point, can I somehow pass ticket parameters in the URL so that the other application will accept the parameters?

Any help would be most appreciated.

[crythias]

Yes. Look at examples/Reference on, for instance, the Responses at the bottom of the page for an individual response.

[tripti_rai2005]

I am sorry i could not understand which response to look at.The url that comes on the bottom of the page when i create a new ticket which looks like this "http://158.52.196.42/otrs/index.pl?Acti ... D=807".Can you share a sample url for passing the ticket parameters?
Also how to handle the situation when due to some reason the ticket parameters are not passed..is there any loop back method or resend method that i could use.

[crythias]

I am sorry i could not understand which response to look at.

Go to the admin tab.
Click Responses.
Add or modify a response.
Look at the bottom of the page -- "References"
You will see ticket (and other) placeholder variables that, when used where you want, will be replaced with the value held for that ticket for that parameter.

Also how to handle the situation when due to some reason the ticket parameters are not passed..is there any loop back method or resend method that i could use.

can't imagine. If the ticket parameters are incorrect, it can only be because you aren't asking for the correct parameters.

I want to pass the create ticket parameters via url to the other application

What do you want to pass, explicitly?
When do you want to pass it from OTRS? (Describe the process.)
How do you expect the portal to absorb this information (get/post?)

[tripti_rai2005]

"What do you want to pass, explicitly?"
I want to pass the ticket data (e. g. <OTRS_TICKET_TicketNumber>, <OTRS_TICKET_TicketID>, <OTRS_TICKET_Queue>, <OTRS_TICKET_State>).

"When do you want to pass it from OTRS? (Describe the process.)"
I want to pass it whenever a ticket is created in otrs.The same parameters to be passed to another application where i want to create the new ticket.

"How do you expect the portal to absorb this information (get/post?)"
The portal at other end is silver stripe.There using a RESTful web service provider method, i want to absorb the parameters coming from the url and create a ticket from it.

[crythias]

You may need to use web services for this.

[tripti_rai2005]

Yes..we did considering using web service for this.As in the 3.1 version grneric interface has been provided.Currently we are using 3.0.7 version of otrs and my company is not ready for an upgrade to the latest version yet considering the efforts and risks involved in data migration..we might upgrade to 3.1 version in few months after buying the otrs subscription and that will take time.In the mean while i want to enable this integration.So what risks do you see in the solution i suggested?passing the ticket parameters in url shall suffice for the time being and later we could implement web service..?what say?

[tripti_rai2005]

please tell me if i can achieve it without using web service or not?

[crythias]

.So what risks do you see in the solution i suggested?

I didn't see a clear solution you suggested, so I didn't answer

passing the ticket parameters in url shall suffice for the time being and later we could implement web service..?what say?

You said it should suffice, so I'm waiting for you to try it and figure out if it works for you, though *how* you are going to pass the ticket parameters in url and how you're going to subsequently call that url, I'm curious to know.

please tell me if i can achieve it without using web service or not?

Yes, you can achieve this without a web service. You can create a hand-coded event to do things, for instance, on ticket create.
viewtopic.php?f=60&t=10090

You can, in addition, use the event to modify the database of the other service directly.
viewtopic.php?f=60&t=17184