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, ticketing systems must be able to react automatically to requests from other systems as well as send requests or data to external services. OTOBO, the powerful open-source ticketing system, meets this challenge with its Generic Interface. It allows administrators, without deep programming knowledge, to create web services for various tasks. 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 Invoker 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 actions internally, 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 within the Processes & Automation group. A fresh installation of OTOBO does not include any pre-configured web services by default. The following documentation illustrates how web services can be created, edited, deleted, cloned, exported, and imported, as well as the use of the debugger tool. For this, please refer to the steps detailed in the official OTOBO Administration Documentation.

Implementing the Interfaces

Implementing web services in OTOBO allows for flexible and dynamic integration of your business processes with numerous external tools and systems. By generating and utilizing these services, efficiency is increased by reducing manual interventions and shortening response times to customer requests. Furthermore, the versatility of the generic interface ensures that OTOBO is almost infinitely extensible and thus integrates perfectly into existing IT landscapes.

Security and Configuration

Regarding the configuration and security of web services, it is important to note that upon export, all stored passwords will be exported in plain text. The storage and handling of passwords should therefore be treated with particular 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 operating environment, web services offer the possibility to link OTOBO with other systems and services. Ensuring efficient and secure communication therefore means configuring web service settings precisely in advance. Below, the basics of settings for web services in OTOBO are explained 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 whom interaction takes place.

• Description

  • An extended comment that details the purpose and functionality of the web service. This enhances 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 logging of communication should be. Settings range from Debug (most detailed logging) to Error (only error messages).

• Validity

  • Determines whether the web service is enabled (valid) or disabled (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. The choice of network transport is fundamental here:

• Network Transport

  • Choose between HTTP::REST and HTTP::SOAP. These protocols define how data transfer occurs between the OTOBO ticketing system and the connected system.

• Add Operation

  • Allows you to define specific actions, called operations, for the web service. Here 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. Via the HTTP::REST protocol, the operation Ticket::TicketCreate can be set up. The defined routes allow external systems, using HTTP POST requests, to create tickets in OTOBO. This realizes new dimensions of automation and integration, which can significantly increase process efficiency and customer satisfaction.

OTOBO AI Ticket Classification (ATC) Web Services

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

Security Notice

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

The effective use of web services in OTOBO allows companies to make their workflows smarter and more agile. By precisely configuring web service settings, a solid foundation is created that allows OTOBO to be seamlessly integrated into a company's digital ecosystem. Web Service Settings and Operations in OTOBO

Integrating external systems with OTOBO via web services is an essential component for ensuring efficient ticket management. This integration is enabled by defining various operations that can perform specific actions within the ticket lifecycle. A key 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 basic ticket operations in OTOBO. Here are links to the official resources that detail the attributes required for creating, retrieving, updating, searching, and fetching 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 customizations 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 transferring incoming data from web service requests into a format that OTOBO can process. By creating a dynamic field, e.g., "RemoteTicketID", for tickets, you can efficiently store and further 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 selection of the 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 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 versatilely configurable API for web services, OTOBO opens up a world of possibilities for integrating and automating ticket management processes. By providing precise specifications and using standards like XLST for data manipulation, OTOBO offers its users a flexible basis for extending their ticketing systems in line with their specific business requirements.

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