otrs2rocket

Post new OTRS tickets to Rocket.Chat (written in python).

view on Github https://github.com/magenbrot/otrs2rocket

PREREQUISITES

Debian OS:

sudo apt install python3-pymysql python3-psycopg2 python3-requests python3-dotenv

CLONE THE REPO

Clone the repo to a folder on your OTRS host, e.g.:

cd /opt
git clone https://github.com/magenbrot/otrs2rocket.git

SETUP Rocket.Chat

Go to Rocket.Chat Administration panel. Open the Integrations menu and create a new integration "incoming webhook".

Activate the Webhook, the following information is sufficient (examples):

• Name: OTRS2Rocket
• Channel: #notifications

Remember the generated webhook URL for the next step.

SETUP otrs2rocket

Copy .env.example to .env file, open it in an editor and setup the URLs and MySQL connection.

SETUP OTRS

Goto Admin -> Generic Agent -> Add Job

Settings:

• Job name: OTRS to Rocket.Chat

• Event Based Execution:

  • Event Trigger:
  • Type: Ticket
  • Event: TicketCreate

• Select Tickets:

  • ie. Queue "Support" only

• Execute Ticket Commands:

  • CMD: /opt/otrs2rocket/otrs2rocket.py