Depending on your setup (app has direct access to otrs server) you could pipe the mail directly into the Postmaster. There's no need to take the way across the company's mail server. Then the response should be realtime.
Still sounds easier than fiddling around with the API. Greets d -----Ursprüngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim Squires Gesendet: Freitag, 6. Februar 2009 16:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Create ticket from external app Thanks Leonardo,Torsten and Daniel I've tried the email solution and it works.... ok. The users don't like it because the polling on the mail server can leave them (and the customer) waiting for a minute or so - company email server, nothing I can do. I think the RPC/SOAP interface looks the most optimistic. I'm just starting to create a simple API based on the RPC. Once it's done and tested here, I'll see if I can release it in case anyone else would find it useful. Thanks again, Tim > Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface. > > Greets > Daniel > > -----Ursprüngliche Nachricht----- > Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim Squires > Gesendet: Donnerstag, 5. Februar 2009 21:39 > An: otrs@otrs.org > Betreff: [otrs] Create ticket from external app > > Hi, > > After digging round for a few hours, I've not found a solution and was wandering if anyone here could help.... > > We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. > > I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. > > The perfect solution would be an http api for a web service. > > Could someone please either point me to an api I have missed or put me out of my misery? > > Thanks for your help, > Tim > > > > _______________________________________________ > 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 > _______________________________________________ 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
