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OTOBO Community Guide

OpenTicketAI connector for OTOBO admins

Product, models, and Studio: OpenTicketAI for OTOBO. This page is the OTOBO admin hook.

Generic Interface connector

Section titled “Generic Interface connector”

The OpenTicketAIConnector package creates a restricted API agent and one REST webservice named OpenTicketAI. Catalogue operations for queues and Dynamic Fields are in Extend the Generic Interface.

Set OTAI_TICKETSYSTEM_PASSWORD (and optionally OTAI_TICKETSYSTEM_USERNAME) in the OTOBO process environment before package install.

# Kernel/System/OpenTicketAIConnector/Setup.pm — OTOBO reads env, not SysConfig
sub _APIUserLogin {
    my ( $Self, %Param ) = @_;
    my $Login = $ENV{OTAI_TICKETSYSTEM_USERNAME} // '';
    $Login =~ s{^\s+|\s+$}{}g;
    return $Login || $DefaultAPIUserLogin;  # otai-webservice
}

Runtime overview for admins: Open Ticket AI Runtime.

Discover OpenTicketAI for OTOBO

Supercharge ticket classification and automated routing with artificial intelligence and complete on-premise data control.

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Frequently asked questions

Does OpenTicketAI replace OTOBO's built-in Generic Agent for automation?

No, OpenTicketAI does not replace OTOBO's built-in Generic Agent. Instead, it serves as a powerful complement, enhancing OTOBO's capabilities with advanced text classification for tasks such as intelligent ticket routing and attribute assignment. The integration is facilitated through OTOBO's Generic Interface, where the OpenTicketAIConnector package establishes a dedicated REST webservice named OpenTicketAI. This setup allows OpenTicketAI to efficiently read newly created tickets and subsequently write its classification decisions—like assigning a queue or setting dynamic field values—back into OTOBO. While the Generic Agent remains vital for various other automation rules and scheduled tasks within OTOBO, OpenTicketAI specifically handles the intelligent classification aspect, thereby streamlining ticket processing and improving accuracy. It focuses on augmenting OTOBO's existing automation framework rather than replacing core components.

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Where can I find the official product documentation for OpenTicketAI?

The official product documentation for OpenTicketAI, including details specific to its integration with OTOBO, can be found on the Open Ticket AI website. This includes comprehensive information on the OpenTicketAI solution for OTOBO, which covers how the connector reads new tickets via the Generic Interface and writes routing decisions back to dynamic fields. Additionally, you can find runtime documentation and information about the OTOBO Python SDK, which can be used to build custom connectors for the OTOBO GenericInterface REST API. These resources provide in-depth guides on configuration, deployment, and best practices for leveraging OpenTicketAI's capabilities within your OTOBO environment, ensuring administrators have all the necessary information for successful implementation and ongoing management.

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What environment variables must be configured before installing the OpenTicketAI connector package?

Before installing the OpenTicketAIConnector package, it is crucial to configure specific environment variables within the OTOBO process environment. The most important variable is OTAI_TICKETSYSTEM_PASSWORD, which provides the necessary authentication credentials for the connector to interact securely with OTOBO's Generic Interface. Additionally, you have the option to set OTAI_TICKETSYSTEM_USERNAME. If OTAI_TICKETSYSTEM_USERNAME is not explicitly defined, the connector will default to using otai-webservice as the API agent's login. These environment variables are directly accessed and utilized by the Kernel/System/OpenTicketAIConnector/Setup.pm module during the installation and operational phases. Proper configuration of these variables beforehand is essential to ensure the connector can establish a successful and authorized connection, preventing potential authentication failures or operational issues post-installation.

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How does the OpenTicketAIConnector package facilitate integration with OTOBO?

The OpenTicketAIConnector package is designed to facilitate a robust and seamless integration between OpenTicketAI and OTOBO by leveraging OTOBO's powerful Generic Interface. Upon its installation, the package automatically provisions two key components within OTOBO: a restricted API agent and a dedicated REST webservice, which is specifically named OpenTicketAI. This webservice serves as the primary communication channel, enabling OpenTicketAI to interact with OTOBO in a structured and secure manner. Through this setup, OpenTicketAI gains the ability to efficiently read new ticket data as it enters OTOBO. After processing this information using its advanced AI models, OpenTicketAI can then write its classification results—such as recommended queues, assigned agents, or updated dynamic field values—back into OTOBO, thereby automating and optimizing the ticket handling process. This integration ensures that OTOBO remains the central system for ticket management while benefiting from OpenTicketAI's intelligent classification capabilities.

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What is the role of the Generic Interface in the OpenTicketAI integration?

The Generic Interface plays a pivotal and foundational role in enabling the integration of OpenTicketAI with OTOBO. It provides a highly flexible and standardized framework within OTOBO for communicating with external systems, including OpenTicketAI, primarily through web services. For the OpenTicketAI connector, the Generic Interface is utilized to establish a specific REST webservice named OpenTicketAI. This webservice acts as the secure and structured conduit for all data exchange between OTOBO and OpenTicketAI. It empowers OpenTicketAI to perform essential catalogue operations, such as fetching new ticket data from OTOBO for classification and subsequently pushing back the classification outcomes, like updated queue assignments or dynamic field values. By relying on the Generic Interface, the integration ensures data consistency, security, and maintainability, allowing OpenTicketAI to augment OTOBO's automation capabilities without requiring complex, custom-coded interfaces within OTOBO itself.

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