Hello, I want to integrate OTRS with another System which is responsible of remote support. First, I’ve installed OTRS 3.3.3 with all the ITSM modules and it is running perfect with a mySQL database.
Here is the scenario: 1. Adding a field to the Tickets (or Change or Problem or Incident) in OTRS. The field, when clicked, will be passing the Ticket’s ID to the remote support system and will redirect the user to the other remote system (using a Link to the remote support system). 2. After connecting with the remote support system, the user will be able to chat with the help desk employee (using an interface of that remote support system which will be opened directly after clicking on the field added to the ticket in 1). 3. At the end of the remote support session, the chat script between the 2 parties should be returned to OTRS and included and saved in the Ticket (or problem or change). I started planning for the integration and thought of the following steps which could be helpful for the integration: 1. Adding a Dynamic Field with value Text and Default value = ‚Link to be used to open the support session with the other remote support system‘ 2. Adding an Outgoing Web Service on OTRS which will be containing the data about the Ticket (ID, notes, Details, Prio, etc…) 3. At the remote support system, I have the ability to store the Ticket ID in an External ID field. That could be getting the ID from step 2 and storing it temporarily on the remote support system. 4. The External ID field filled in 3 will be used to pass the chat script related to that ID (Ticket ID) from the remote support system to the OTRS 5. Adding an Incoming Web Service on OTRS which will be responsible of getting the chat script after ending the session on the remote support system and saving it in the ticket (by referring to the Ticket ID) I am still new to OTRS but I’ve read about the Web Services and the Dynamic fields. Can anyone advise if the integration steps are fine or should I think in another way to get the implementation done? The issue is very urgent and I would appreciate your replies. Thanks in advance. Best Regards, Wissam Wissam Abou Rjeily MBA & Bachelor of Engineering – Technical Consultant ncc solutions GmbH Claudius-Keller-Str. 3b D-81669 München Phone: +49 (0)89 1890436-22 - Fax: +49 (0)89 1890436-11 Web: http://www.ncc-solutions.com<http://www.ncc-solutions.com/> Sie finden uns auf folgenden Veranstaltungen: ** NowForum am 9.10. in Frankfurt ** ** CreateNow Award für die ServiceNow Custom Application geht an ncc solutions ** ** itSMF Kongress am 9./10.12. in Kassel ** Geschäftsleitung: Melhem El-Achkar Amtsgericht München: HRB 173 244 This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden.
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