Integrating Zabbix with OTRS

[Jarne]

I want to set up Zabbix with OTRS.
I have followed the steps in the documentation from Zabbix and it works.
But I have a coupe of questions about the setup:

1) Do I have to create a customer user or Agent for the zabbix_alerter. I have created a Customer User but the webhook uses an Agent to authenticate?
How does OTRS know which costumer user/agent to use? (can the zabbix_alerter also be an Agent?)

2) Which perl modules can I call in my environment? I have read an article on https://stackoverflow.com/questions/451 ... mpty-reply that I need to use nph-genericinterface.pl. But which other modules can I call? The otrs documetation (https://doc.otrs.com/doc/api/otrs/6.0/Perl/) is written for developers and not administrators. (I am an administrator, I can read the code from the documentation but I don't have a clue where this is implemented in my environment, nor how it exactly works.)

3) Which methods can I call from nph-genericinterface.pl? And what is the correct format. Can I for example add a method in the webservice that Closes a zabbix ticket?

I have full access to OTRS and I also have ssh access to the server.
I use OTRS v6.0

Any help would be welcome!

[zzz]

Hello,

1) Yes, you'll need an agent for authentication. Creating one for the connection is a good way to go.

2) You always call /otrs/nph-genericinterface.pl/Webservice/NameOfWevservice/ and pass parameters like login, password, and what you want to do. The Zabbix connector will most likely take care of it; that's why you fill out the Zabbix webhook.

3) You can do a lot/everything with the generic interface, as long as you use the existing modules or create your own ones. This documentation is for administrators and might help you out.

As some of your questions are very Zabbix orientated, you might have more luck asking on the Zabbix forum.

— Emin

[Jarne]

Thank you for your answer!
That link is a good starting point!

But, this may sound stupid:
How can I know that /otrs/nph-genericinterface.pl in valid
and, for example /otrs/SomeOtherNonExestingModule.pl isn't valid
(so, what are the other valid modules?)

[zzz]

Here is a list of all scripts if that's what you're asking for.

Some in-depth information:
Your normal requests get passed through index/customer.pl and execute modules made for agents/customers like AgentTicketZoom.
The generic interface, however, will return HTTP responses and can not execute modules made for the front-end, it uses so-called operations.

And this is how you call these operations.

— Emin