OTRS + Redmine: how to integrate

[maureliosilverio]

Hi guys,

I need to do a integration betwen OTRS and Redmine, for example:

1. A customer or an Agent opens a ticket on OTRS
2. An Agent set some trigger (can be queue change or ticket status) and a bug is opened in Redmine (by mail or other way).
3. After that every updates can be viewed in both systems.
4. When you close a ticket in OTRS the bug is closed on Redmine and vice versa.

Any ideas? OTRS version is 3.2.7 and Redmine is 2.3.2

[maureliosilverio]

I'm not sure but maybe I can do it by this way:

- First i've created a custom status on my OTRS (e.g waiting for development team)
- Then i created a notification event where a mail is sent to a Redmine when a ticket status changes for "waiting for development team"

Next step is understand how Redmine creates an issue by receiving e-mails:

http://www.redmine.org/projects/redmine ... vingEmails

Any results i'll post here.

[kiranlkotkar]

I'm not sure but maybe I can do it by this way:

- First i've created a custom status on my OTRS (e.g waiting for development team)
- Then i created a notification event where a mail is sent to a Redmine when a ticket status changes for "waiting for development team"

Next step is understand how Redmine creates an issue by receiving e-mails:

http://www.redmine.org/projects/redmine ... vingEmails

Any results i'll post here.

Hi, do you have any updates on this.. if you did it successfully or not.. or if you have any additional clues to achieve this task!!

Kind regards,
Kiran.