Hi Peter, The best way you can implement this probably by writing a small event-based module.
See chapter 2.2.1.3.6.4 Ticket Event Module in the Developer documentation: http://doc.otrs.org/developer/3.0/en/html/x655.html#AEN657 (the chapter numbering is a bit wonderful at the moment, I don't really know what caused that) You can pretty simply create a small piece of code that does *something* on for instance a TicketCreate or ArticleCreate event, of course you'd want to restrict it to only run if CustomerID has some specific value or so. Write the module and add a small snippet of config and you'd be good. It is then relatively easy to at least move the configuration to the SysConfig, so not everything's hardcoded. -- Mike On Sat, Dec 18, 2010 at 12:52 PM, Peter Eckel <[email protected]> wrote: > > Hi, > > I am rather new to OTRS, and I'm faced with a challenge I could, so far, not > find any existing solution for (maybe I'm just looking in the wrong place). > > I want to integrate OTRS in an existing system and network monitoring > environment. Most, if not all, of the tickets will be generated automatically > by our monitoring applications (OpenNMS, Hyperic HQ, Syslog NG with SEC), and > creating, updating and closing them via SOAP::Lite works just fine. So > getting the tickets *into* OTRS in principle will not be the problem. > > Getting notifications for tickets out of OTRS is the culprit. We are working > for a number of customers, and while for some it's fine to handle > notification via E-Mail internally by our staff, there are some that have > different requirements. The most important case is one customer who needs to > get copies of the tickets (or at least some of the tickets' contents) via > SNMP inform using a custom notification MIB. Implementing the SNMP inform is > not the issue, the interface is already working since last year, but without > the interaction of OTRS. OTRS should, however, be in the chain, because it is > problematic that we don't have the OTRS ticket ID in the customers' data so > we can't associate our tickets with the information the customer can give us > when they refer to them. > > What I need now is a way to generate very specialised notifications about new > or updated tickets from OTRS, e.g. using the SNMP inform mechanism that I > implemented as an interface to that customer's ticketing system. > > I currently see two obvious ways this can be implemented: As a custom > notification type in OTRS (the most general case would probably be an > interface to call external scripts, but if there's a more elegant solution it > would be appreciated as well), or using E-Mail notifications to a functional > mail account that will process the mail automatically and create the SNMP > informs from their contents. > > For reliability's sake I would prefer a solution as simple and as closely > integrated into OTRS as possible, e.g. using a custom notification type, but > without having a closer look at OTRS' internals I cannot tell how much effort > that would be. Of course it would be even better to have some kind of > notification hook that can be used to insert that kind of integration. > > Any hints to documentation, sample code or maybe better ideas on how to do it > (as I said, I'm fairly new to OTRS) are highly appreciated. > > Thanks in advance, > > Peter. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
