OTOBO / Znuny Web Services - REST API

Introduction to Integrating External Interfaces

INFO

This Web Service article has a significant overlap with the REST API article REST API.

In a globally connected world, ticket systems must be able to automatically respond to requests from other systems and send requests or data to external services. OTOBO, the powerful open-source ticket system, meets this challenge with its Generic Interface. It allows administrators to create web services for various tasks without deep programming knowledge. OTOBO supports communication via REST and SOAP protocols, enabling seamless integration with:

• CRM systems
• Project management systems
• Document management systems
• and many other applications

A web service acts as a link between OTOBO and external systems. Here, Operations and Invokers define the direction of communication, while Mapping and Transport determine how data is transferred and interpreted. With OTOBO, you can configure web services to execute internal actions, initiate requests on remote systems, manage data conversions between systems, and define the communication protocol.

Access to the web services can be found in the Web Services module of the Processes & Automation group. A fresh installation of OTOBO does not include any pre-configured web services by default. The following documentation illustrates how to create, edit, delete, clone, export, and import web services, as well as how to use the debugger tool. For this, please refer to the steps detailed in the official OTOBO administration documentation.

Implementing the Interfaces

The implementation of web services in OTOBO allows for flexible and dynamic integration of your business processes with numerous external tools and systems. By generating and using these Services, efficiency is increased by reducing manual interventions and shortening response times to client requests. Furthermore, the versatility of the generic interface ensures that OTOBO is almost limitlessly expandable, fitting perfectly into existing IT landscapes.

Security and Configuration

Regarding the configuration and security of web services, it is important to note that when exporting, all stored passwords are exported in plain text. The storage and handling of passwords should therefore be treated with special care.

For detailed information on internal system configuration, such as the configuration options for cache and frontend modules, we recommend consulting the document otobo-system-configuration.txt. This source provides a comprehensive overview of all configuration options.

Documentation of Connections

In an increasingly digitized operational environment, web services offer the ability to connect OTOBO with other systems and services. Ensuring efficient and secure communication therefore means precisely configuring web service settings in advance. The following sections explain the basics of web service settings in OTOBO in more detail to provide you with a more comprehensive guide.

General Interface Settings

• Name*

  • The name uniquely identifies the web service within OTOBO. It is important to choose a clear and descriptive name that reflects the function or the partner with which it interacts.

• Description

  • An extended comment that details the purpose and functionality of the web service. This facilitates clarity and maintainability.

• Remote System

  • Allows you to specify the name of the external system with which OTOBO interacts.

• Debug Threshold

  • Choose how detailed the communication logging should be. The settings range from Debug (most detailed logging) to Error (only error messages).

• Validity

  • Determines whether the web service is activated (valid) or deactivated (invalid, temporarily invalid). Only valid web services are executed by OTOBO.

Network Transport - SOAP or REST

Different protocols are available for implementing integration with other systems. Here, the choice of network transport is fundamental:

• Network Transport

  • Choose between HTTP::REST and HTTP::SOAP. These protocols define how data is transferred between the OTOBO ticket system and the connected system.

• Add Operation

  • Allows you to define specific actions, so-called operations, for the web service. You can choose from a variety of predefined operations, such as Ticket::TicketCreate for creating tickets.

Creating a Ticket via REST

A practical example illustrates the value of web services in OTOBO. The Ticket::TicketCreate operation can be set up via the HTTP::REST protocol. The defined routes allow external systems to create tickets in OTOBO using HTTP POST requests. This realizes new dimensions of automation and integration, which can significantly increase process efficiency and customer satisfaction.

Web Services OTOBO AI Ticket Classification (ATC)

To use AI Ticket Classification (ATC) in OTOBO, you must configure the web service settings accordingly. ATC requires access via the REST API to access ticket data and perform the classification. OTOBO Ticket Classification

Security Notice

Note that when exporting web service settings, passwords can be exported in plain text. It is therefore essential to handle sensitive information securely and to observe security regulations.

The effective use of web services in OTOBO enables companies to design their workflows smarter and more agile. Precise configuration of web service settings creates a solid foundation that allows OTOBO to be seamlessly integrated into a company's digital ecosystem. Web Service Settings and Operations in OTOBO

The integration of external systems with OTOBO via web services is an essential component to ensure efficient ticket management. This integration is made possible by defining various operations that can perform specific actions within the ticket lifecycle. An essential part of this integration is understanding the necessary attributes for each operation and using the XLST standard for data transfer.

Required Attributes for Interface Operations

Specific attributes are required for the basic ticket operations in OTOBO. Here are links to the official resources that detail the attributes required to create, retrieve, update, search, and get the history of tickets:

• TicketCreate : TicketCreate Specification
  • TicketGet : TicketGet Specification
  • TicketUpdate : TicketUpdate Specification
  • TicketSearch : TicketSearch Specification
  • TicketHistoryGet : TicketHistoryGet Specification

This documentation allows developers to make precise adjustments and ensure that all requests contain the necessary information to be processed successfully.

Using the XLST Standard for Data Transfer

XLST transformation is a powerful technique for converting incoming data from web service requests into a format that OTOBO can process. For example, by creating a dynamic field "RemoteTicketID" for tickets, you can efficiently store and process incoming data:

<xsl:stylesheet version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
    <xsl:template match="/">
        <Ticket>
            <DynamicField>
                <Name>RemoteTicketID</Name>
                <Value>
                    <xsl:value-of select="incidentID"/>
                </Value>
            </DynamicField>
        </Ticket>
    </xsl:template>
</xsl:stylesheet>

This example shows how you can transform the value of the incoming attribute incidentID into a ticket dynamic field named RemoteTicketID.

Web Service Settings: Requester

For implementing web service procedures as a requester, OTOBO offers a choice between the HTTP:: REST and HTTP::SOAP protocols. The choice of network transport is crucial here to ensure a proper connection with the external system. After selecting the transport, the configuration must be saved and adjusted according to the specific requirements.

Establishing an error handling module is also an important step to guarantee robust communication. OTOBO allows specific modules to be implemented and configured for this purpose.

Conclusion and Next Steps

By providing a versatile and configurable API for web services, OTOBO opens up a world of possibilities for the integration and automation of ticket management processes. By providing precise specifications and using standards like XLST for data manipulation, OTOBO offers its users a flexible foundation for extending their ticketing systems in line with their specific business requirements.

Whether as a provider or a requester, the precise configuration of web service settings ensures seamless and efficient communication with external systems and services.