OTRS – Creating a Ticket Via Web Services

Posted on June 5, 2012

UPDATE:  I’ve now created sample files and posted a quick run-through on what’s needed to use them.

The self-service page in OTRS works well for submitting tickets, but it can be made even simpler.  OTRS comes with web services capabilities that are really easy to take advantage of.  By using the web services, you can create a form with specific fields to be filled in, to help guide the customer through providing the information that you want to collect.

You could make a single-page form with all of the fields listed in one place, or you could create a “wizard” that walks the customer through a series of questions to get all of the desired information.  Once it’s all collected, you send it to a submission/processing page that associates the collected information with the appropriate field(s) within OTRS and submits it.  With my setup, I’m collecting information via several form fields, then basically combining them all and placing them in the ticket body.  I’m also determining which queue the ticket will end up in, based on the form name.  If it’s FORM1, it goes to this queue, with this priority.  If it’s FORM2, it goes to this queue, with that priority, etc.   This allows us to collect very specific information from the customer and have it sent to the correct people with no outside intervention.  It’s pretty handy.

Jeff Eske

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