Question about Generic Agent Ticket commands

[Galdrin]

Hi all,

We are in the process of moving from RT to OTRS and I have got the nice job of trying to recreate all the automatic jobs that was set up on our old ticketing system. I've tried to search online and in the OTRS manual but haven't found an answer so I'm trying here instead.

As we have a lot of completed shell-scripts that work today we are interested in executing scripts and returning data via the Generic Agent. My question is if it's even possible to return data to OTRS from a script initiated through Ticket commands?

[reneeb]

Can you give an example of what you try to achieve?

[Galdrin]

One example is a Shell script that we have that takes an IP and a timestamp and compares it to our syslogs over network logons to return a userID. Another example is a quite complicated script that takes a letter with a complaint about copyright infringments and extracts data from the freetext letter used by Sony and others and compares them with our network logs.

I'm working in a abuse / IRT / CERT Group.

[skullz]

yes..possible..
the script at TicketCommand will be executed and return the ticket id / ticket number to the script..
From ticket number / ticket id, you can get ticket details or update the ticket via webservices..