OTRS VSO Integration

[tarnalcock]

Hi All,

I am just curious as to whether;

a) Anyone is using OTRS in conjunction with TFS/Visual Studio Online

b) Anyone had tried integrating the two

Basically we use OTRS to catch all client requests/bugs/issues etc and then create corresponding tasks/bugs etc in VSO to match these.

The problem I have with this is that it is asynchronous and disjointed. Completing the task in VSO obviously does not affect the ticket in OTRS etc.

I see no that VSO offers the use of REST to perform certain tasks and OTRS uses SOAP which is fairly similar if not heavier. Can these two sepak to each other? Would it be possible to build a web service on either end that would pas information back and forth?

Namely to create a task/bug in VSO if the ticket state of OTRS is changed to, say, 'VSO Task' or 'VSO Bug', passing the subject as the task title and the body as the body, the owner as the user and the customerid as the project name (these are matched already). Furthermore if the task/bug is then updated, I would like an article to be added to the ticket in OTRS detailing any changes.

[crythias]

Completing the task in VSO obviously does not affect the ticket in OTRS etc.

If VSO sent an email to OTRS on complete, you could check this... With External Ticket Recognition or System Management you could arrange followup/close.

[jojo]

OTRS 3.4. will have a REST interface included

[tarnalcock]

OTRS 3.4. will have a REST interface included

Thanks for the info jojo!

As far as I can see the versioning stopped at 3.3.9 and jumped to 4.1 beta. Is this correct, or am I being blind?

This is honestly the biggest breakdown in our systems at the moment. I would really find the REST interface to be very advantageous. Should I try 4.1, considering that this is a live ticketing system?

[jojo]

3.4 was renamed to OTRS4

currently it is in beta and should not be used for production

[tarnalcock]

Hi Guys,

I see that OTRS 4 is now listed as stable. I would like to try it out, first on a test server and then moved to production.

My ideas are the following though.

I could either;

A) Test OTRS and then roll it out on my current production server or;
B) Install OTRS on a test server, bring my data a across and make this my new production server if all works correctly.

Which course of action would you recommend?

Many Thanks