Create Ticket using Web Services

[santoshreddy_spy]

Hi Everyone,
I've configured Web Services for CreateTicket.
Followed the steps below:
1) Imported Web Services from https://raw.github.com/OTRS/otrs/master ... nector.yml
2) Created /opt/otrs/Kernel/System/CreateTicket.pm
3) Created /opt/otrs/bin/otrs.CreateTicket.pl and Kernel::System::CreateTicket

Now when I run the Command ./otrs.CreateTicket.pl I'm getting below error

"Can't locate Kernel/System/CreateTicket.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at ./otrs.CreateTicket.pl line 9.
BEGIN failed--compilation aborted at ./otrs.CreateTicket.pl line 9."

Can anyone tell me where actually I made wrong.
Apache error log and access log is nill for this action.

[KlausNehrer]

"Can't locate Kernel/System/CreateTicket.pm ./otrs.CreateTicket.pl line 9.
BEGIN failed--compilation aborted at ./otrs.CreateTicket.pl line 9.".

Show your otrs.CreateTicket.pl

[tto]

Hi,

Hi Everyone,
I've configured Web Services for CreateTicket.
Followed the steps below:
1) Imported Web Services from https://raw.github.com/OTRS/otrs/master ... nector.yml
2) Created /opt/otrs/Kernel/System/CreateTicket.pm
3) Created /opt/otrs/bin/otrs.CreateTicket.pl and Kernel::System::CreateTicket

Now when I run the Command ./otrs.CreateTicket.pl I'm getting below error

"Can't locate Kernel/System/CreateTicket.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at ./otrs.CreateTicket.pl line 9.
BEGIN failed--compilation aborted at ./otrs.CreateTicket.pl line 9."

Can anyone tell me where actually I made wrong.

option 1: placing the script otrs.CreateTicket.pl in <OTRS_HOME, e.g. /opt/otrs

option 2: adding "use lib <OTRS_HOME>" to your script, e.g.

Code: Select all

use lib "/opt/otrs";
use lib "/opt/otrs/Kernel/cpan-lib";

regards, T.

[santoshreddy_spy]

"Can't locate Kernel/System/CreateTicket.pm ./otrs.CreateTicket.pl line 9.
BEGIN failed--compilation aborted at ./otrs.CreateTicket.pl line 9.".

Show your otrs.CreateTicket.pl

#! /usr/bin/perl

use strict;
use warnings;

use Getopt::Long;
use Pod::Usage;
use SOAP::Lite;
use Kernel::System::CreateTicket;

#print "$0 version " . Kernel::CreateTicket->VERSION() . "\n\n";

my @TicketFields
= qw ( Title CustomerUser Queue Priority State Type Service SLA Owner Responsible );
my @ArticleFields = qw ( Subject Body ContentType ArticleType SenderType );

my @TicketOptions = map { $_ . '=s' } @TicketFields;
my @ArticleOptions = map { $_ . '=s' } @ArticleFields;

my %Param = ();
GetOptions(
\%Param,
# options for connection
'UserLogin=s',
'Password=s',
'Server=s',
'Operation=s',
'Namespace=s',
'Url=s',
'BodyFile=s',
'Ssl',
'help',
# options for ticket
@TicketOptions,
# options for article
@ArticleOptions,
# dynamic fields; can be multiple
'DynamicField=s%',
);

if ( $Param{help} || !$Param{Url} && !$Param{Server} ) {
pod2usage( -exitstatus => 0 );
}

my $URL;

# if we do not have a URL, compose one
if ( !$Param{Url} ) {
my $Server = $Param{Server} || '192.168.1.10';
my $HTTPType = $Param{Ssl} ? 'https://' : 'http://';
$URL = $HTTPType . $Server . '/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector'
}
else {
$URL = $Param{Url};
}

# this name space should match the specified name space in the SOAP transport for the web service
my $NameSpace = $Param{Namespace} || 'http://www.otrs.org/TicketConnector/';

# this is operation to execute, it could be TicketCreate, TicketUpdate, TicketGet, TicketSearch
# or SessionCreate. and they must to be defined in the web service.
my $Operation = $Param{Operation} || 'TicketCreate';

# assign values for ticket and article data if undefined
$Param{Queue} ||= 'Postmaster';
$Param{Priority} ||= '3 normal';
$Param{Type} ||= 'Query';
$Param{Title} ||= 'No title';
$Param{State} ||= 'new';

$Param{ContentType} ||= 'text/plain; charset=utf8';
$Param{Subject} ||= $Param{Title};
$Param{SenderType} ||= 'customer';

if ( $Param{BodyFile} ) {
open my $Filehandle, '<', $Param{BodyFile} or die "Can't open file $Param{BodyFile}: $!";
# read in file at once as in PBP
$Param{Body} = do { local $/; <$Filehandle> };
close $Filehandle;
} elsif ( !$Param{Body} ) {
binmode STDIN;
while ( my $Line = <> ) {
$Param{Body} .= $Line;
}
}

# Converting Ticket and Article data into SOAP data structure
my @TicketData;
for my $Element (@TicketFields) {
if ( defined $Param{$Element} ) {
my $Param = SOAP::Data->name( $Element => $Param{$Element} );
push @TicketData, $Param;
}
}

my @ArticleData;
for my $Element (@ArticleFields) {
if ( defined $Param{$Element} ) {
my $Param = SOAP::Data->name( $Element => $Param{$Element} );
push @ArticleData, $Param;
}
}

my $DynamicFieldXML;
if ($Param{DynamicField}) {
for my $DynamicField ( keys %{$Param{DynamicField}} ) {
$DynamicFieldXML .= "<DynamicField>\n"
. "\t<Name><![CDATA[$DynamicField]]></Name>\n"
. "\t<Value><![CDATA[$Param{DynamicField}->{$DynamicField}]]></Value>\n"
. "</DynamicField>\n";
}
}

my $SOAPObject = SOAP::Lite
->uri($NameSpace)
->proxy($URL)
->$Operation(
SOAP::Data->name('UserLogin')->value($Param{UserLogin}),
SOAP::Data->name('Password')->value($Param{Password}),
SOAP::Data->name(
'Ticket' => \SOAP::Data->value(
@TicketData,
)
),
SOAP::Data->name(
'Article' => \SOAP::Data->value(
@ArticleData,
)
),
SOAP::Data->type( 'xml'=> $DynamicFieldXML ),
);

# check for a fault in the soap code
if ( $SOAPObject->fault ) {
print $SOAPObject->faultcode, "\n";
print $SOAPObject->faultstring, "\n";
exit 0;
}

# otherwise print the results
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)
if ( defined $Body->{TicketCreateResponse}->{Error} ) {
print "Could not create ticket.\n\n";
print "ErrorCode: $Body->{TicketCreateResponse}->{Error}->{ErrorCode}\n";
print "ErrorMessage: $Body->{TicketCreateResponse}->{Error}->{ErrorMessage}\n\n";
exit 0;
}
else {
print "Created ticket $Body->{TicketCreateResponse}->{TicketNumber}\n";
}
}

exit 1;

__END__

=head1 NAME

otrs.CreateTicket.pl - create tickets in OTRS via web services.

=head1 SYNOPSIS

Example 1: all arguments on the command line

otrs.CreateTicket.pl --Server otrs.example.com --Ssl --UserLogin myname \
--Password secretpass --Title 'The ticket title' \
--CustomerUser customerlogin --Body 'The ticket body'
--DynamicField Branch="Sales UK" --DynamicField Source=Monitoring

Example 2: read body in from a file

otrs.CreateTicket.pl --Server otrs.example.com --Ssl --UserLogin myname \
--Password secretpass --Title 'The ticket title' \
--CustomerUser customerlogin --BodyFile description.txt

Example 3: read body in from STDIN

otrs.CreateTicket.pl --Server otrs.example.com --Ssl --UserLogin myname \
--Password secretpass --Title 'The ticket title' \
--CustomerUser customerlogin < description.txt

=head1 SYNTAX

otrs.CreateTicket.pl command syntax:

otrs.CreateTicket.pl [arguments]

Arguments:

SERVER CONNECTION
--Server Name of OTRS server.
--Ssl (boolean) If SSL (https) should be used.

Alternatively:
--Url Full URL to GenericTicket web service.

USER AUTHENTICATION
--UserLogin Login name of valid Agent account.
--Password Password for user.

TICKET DATA
--Title Title of ticket.
--CustomerUser Customer of ticket (mandatory!).
--Priority Defaults to '3 normal' if not specified.
--Queue Defaults to 'Postmaster' if not specified.
--Owner Optional.
--Responsible Optional, and only if activated on the server.
--Service Optional, and only if activated on the server.
--SLA Optional, and only if activated on the server.
--Type Optional, and only if activated on the server.

ARTICLE DATA
--Subject Optional, defaults to title if not defined.
--BodyFile Name of file that contains body text of the message
--Body Body text of the message.
--SenderType Optional, defaults to 'Customer'.
--ArticleType Optional, defaults to 'web-request'.

DYNAMIC FIELDS
--DynamicField Optional. Can be passed multiple times. Takes Name=Value pairs.


=cut

[santoshreddy_spy]

"Can't locate Kernel/System/CreateTicket.pm ./otrs.CreateTicket.pl line 9.
BEGIN failed--compilation aborted at ./otrs.CreateTicket.pl line 9.".

Show your otrs.CreateTicket.pl

#! /usr/bin/perl

use strict;
use warnings;

use Getopt::Long;
use Pod::Usage;
use SOAP::Lite;
use Kernel::System::CreateTicket;

#print "$0 version " . Kernel::CreateTicket->VERSION() . "\n\n";

my @TicketFields
= qw ( Title CustomerUser Queue Priority State Type Service SLA Owner Responsible );
my @ArticleFields = qw ( Subject Body ContentType ArticleType SenderType );

my @TicketOptions = map { $_ . '=s' } @TicketFields;
my @ArticleOptions = map { $_ . '=s' } @ArticleFields;

my %Param = ();
GetOptions(
\%Param,
# options for connection
'UserLogin=s',
'Password=s',
'Server=s',
'Operation=s',
'Namespace=s',
'Url=s',
'BodyFile=s',
'Ssl',
'help',
# options for ticket
@TicketOptions,
# options for article
@ArticleOptions,
# dynamic fields; can be multiple
'DynamicField=s%',
);

if ( $Param{help} || !$Param{Url} && !$Param{Server} ) {
pod2usage( -exitstatus => 0 );
}

my $URL;

# if we do not have a URL, compose one
if ( !$Param{Url} ) {
my $Server = $Param{Server} || '192.168.1.10';
my $HTTPType = $Param{Ssl} ? 'https://' : 'http://';
$URL = $HTTPType . $Server . '/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector'
}
else {
$URL = $Param{Url};
}

# this name space should match the specified name space in the SOAP transport for the web service
my $NameSpace = $Param{Namespace} || 'http://www.otrs.org/TicketConnector/';

# this is operation to execute, it could be TicketCreate, TicketUpdate, TicketGet, TicketSearch
# or SessionCreate. and they must to be defined in the web service.
my $Operation = $Param{Operation} || 'TicketCreate';

# assign values for ticket and article data if undefined
$Param{Queue} ||= 'Postmaster';
$Param{Priority} ||= '3 normal';
$Param{Type} ||= 'Query';
$Param{Title} ||= 'No title';
$Param{State} ||= 'new';

$Param{ContentType} ||= 'text/plain; charset=utf8';
$Param{Subject} ||= $Param{Title};
$Param{SenderType} ||= 'customer';

if ( $Param{BodyFile} ) {
open my $Filehandle, '<', $Param{BodyFile} or die "Can't open file $Param{BodyFile}: $!";
# read in file at once as in PBP
$Param{Body} = do { local $/; <$Filehandle> };
close $Filehandle;
} elsif ( !$Param{Body} ) {
binmode STDIN;
while ( my $Line = <> ) {
$Param{Body} .= $Line;
}
}

# Converting Ticket and Article data into SOAP data structure
my @TicketData;
for my $Element (@TicketFields) {
if ( defined $Param{$Element} ) {
my $Param = SOAP::Data->name( $Element => $Param{$Element} );
push @TicketData, $Param;
}
}

my @ArticleData;
for my $Element (@ArticleFields) {
if ( defined $Param{$Element} ) {
my $Param = SOAP::Data->name( $Element => $Param{$Element} );
push @ArticleData, $Param;
}
}

my $DynamicFieldXML;
if ($Param{DynamicField}) {
for my $DynamicField ( keys %{$Param{DynamicField}} ) {
$DynamicFieldXML .= "<DynamicField>\n"
. "\t<Name><![CDATA[$DynamicField]]></Name>\n"
. "\t<Value><![CDATA[$Param{DynamicField}->{$DynamicField}]]></Value>\n"
. "</DynamicField>\n";
}
}

my $SOAPObject = SOAP::Lite
->uri($NameSpace)
->proxy($URL)
->$Operation(
SOAP::Data->name('UserLogin')->value($Param{UserLogin}),
SOAP::Data->name('Password')->value($Param{Password}),
SOAP::Data->name(
'Ticket' => \SOAP::Data->value(
@TicketData,
)
),
SOAP::Data->name(
'Article' => \SOAP::Data->value(
@ArticleData,
)
),
SOAP::Data->type( 'xml'=> $DynamicFieldXML ),
);

# check for a fault in the soap code
if ( $SOAPObject->fault ) {
print $SOAPObject->faultcode, "\n";
print $SOAPObject->faultstring, "\n";
exit 0;
}

# otherwise print the results
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)
if ( defined $Body->{TicketCreateResponse}->{Error} ) {
print "Could not create ticket.\n\n";
print "ErrorCode: $Body->{TicketCreateResponse}->{Error}->{ErrorCode}\n";
print "ErrorMessage: $Body->{TicketCreateResponse}->{Error}->{ErrorMessage}\n\n";
exit 0;
}
else {
print "Created ticket $Body->{TicketCreateResponse}->{TicketNumber}\n";
}
}

exit 1;

__END__

=head1 NAME

otrs.CreateTicket.pl - create tickets in OTRS via web services.

=head1 SYNOPSIS

Example 1: all arguments on the command line

otrs.CreateTicket.pl --Server otrs.example.com --Ssl --UserLogin myname \
--Password secretpass --Title 'The ticket title' \
--CustomerUser customerlogin --Body 'The ticket body'
--DynamicField Branch="Sales UK" --DynamicField Source=Monitoring

Example 2: read body in from a file

otrs.CreateTicket.pl --Server otrs.example.com --Ssl --UserLogin myname \
--Password secretpass --Title 'The ticket title' \
--CustomerUser customerlogin --BodyFile description.txt

Example 3: read body in from STDIN

otrs.CreateTicket.pl --Server otrs.example.com --Ssl --UserLogin myname \
--Password secretpass --Title 'The ticket title' \
--CustomerUser customerlogin < description.txt

=head1 SYNTAX

otrs.CreateTicket.pl command syntax:

otrs.CreateTicket.pl [arguments]

Arguments:

SERVER CONNECTION
--Server Name of OTRS server.
--Ssl (boolean) If SSL (https) should be used.

Alternatively:
--Url Full URL to GenericTicket web service.

USER AUTHENTICATION
--UserLogin Login name of valid Agent account.
--Password Password for user.

TICKET DATA
--Title Title of ticket.
--CustomerUser Customer of ticket (mandatory!).
--Priority Defaults to '3 normal' if not specified.
--Queue Defaults to 'Postmaster' if not specified.
--Owner Optional.
--Responsible Optional, and only if activated on the server.
--Service Optional, and only if activated on the server.
--SLA Optional, and only if activated on the server.
--Type Optional, and only if activated on the server.

ARTICLE DATA
--Subject Optional, defaults to title if not defined.
--BodyFile Name of file that contains body text of the message
--Body Body text of the message.
--SenderType Optional, defaults to 'Customer'.
--ArticleType Optional, defaults to 'web-request'.

DYNAMIC FIELDS
--DynamicField Optional. Can be passed multiple times. Takes Name=Value pairs.


=cut