otrs-redmine

A simple example how to create a Redmine issue in OTRS (and store it in a dynamic field).

Revised: Redmine version 3.1.0.stable OTRS Version 4.0.6

Comment on the Redmine forum

###Custom Field in Redmine

• Create two Customs Fields in Redmine:

OTRS TicketNumber -- Type Text (RegExp --> ^20\d*$)

OTRS TicketLink -- Type Link

###Configure Redmine

• Create user "otrs" with PostMaster Mail Account OTRS (assign the required projects)
• Enable "Authentication required", "Enable REST web service" and "Enable JSONP support" in Settings-->Authentication

###Dynamic Field in OTRS First you need to add a dynamic field of type "Ticket" in OTRS.

Name it RedmineIssue.

Configure the URL to Task Redmine "http//example.com/redmine/issues/[% Data.RedmineIssue %]"

Configure visibility dynamic Filed in sysConfig OTRS (FreeText, TicketOverview, ViewZoom).

###Add Field to AgentTicketActionCommon.tt

Add the code of the file AgentTicketActionCommon.tt to your AgentTicketActionCommon.tt.

• Business version in Custom/Kernel/Output/HTML/Standard/AgentTicketActionCommon.tt
• Change [MYREDMINEAPIKEY] to your Redmine API Key. (this willl be needed for authorization)
• Change [OTRSSERVER] to the hostname of your OTRS server.
• Change [OTRSTicketNumber] to number of your custom field "OTRS TicketNumber" in Redmine
• Change [OTRSTicketLink] to number of your custom field "OTRS TicketLink" in Redmine

###Configure your Redmine URL

• Open the Config File of OTRS (/opt/otrs/Kernel/Config.pm) and add

  $Self->{redmine_url} = 'http://[myRedmineURL]';

###Add fields to AgentTicketZoom.tt

Add the code of AgentTicketZoom.tt to your AgentTicketZoom.tt

• Maybe you have to copy the Template like you did with the AgentTicketActionCommon
• Change [MYREDMINEAPIKEY] to your Redmine API Key. (this willl be needed for authorisation)

###Screenshots

From FreeText tab

• Create task Redmine Submit for index Redmine Task with OTRS Ticket

• Modify task Redmine

AgentTicketZoom provides view task Redmine in "Ticket Information" and tail of ticket

###Redmine to OTRS

Changes in Redmine send mail to post PostMaster Mail Account OTRS and a new article will be created in the ticket.

Usage

Just use it.

License

Ehm... no