ottrick

Mountable Rails engine to create OTRS tickets over the generic webservices interface.

WORK IN PROGRESS, USE IT AT YOUR OWN RISK.

Requirements

• tested with rails 4.1 and ruby 2.0
• may run with rails 3.2 and ruby 1.9.3

Installation

gem 'ottrick', git: 'https://github.com/swobspace/ottrick.git' , branch: "master"

For rails

Add the following to your Gemfile

gem 'ottrick', git: 'https://github.com/swobspace/ottrick.git' , branch: "master"
gem 'ottick', git: 'https://github.com/swobspace/ottick.git', branch: "master"
gem 'wobapphelpers', git: 'https://github.com/swobspace/wobapphelpers.git', branch: "master"
gem 'simple_form', git: 'https://github.com/plataformatec/simple_form.git', branch: 'master'

Usage

Ottrick creates a ticket in OTRS and stores some ticket data like queue, sender, subject, body, OTRS ticket number and OTRS ticket id in the database as model Ottrick::Ticket. You can use ottrick itself, but the intended use is as helper for other models. Think about an application for record meetings and writing protocols. OTRS should be use for tracking activities:

class Protocol < ActiveRecord::Base
  has_many :tickets, as: :ticketfor, class: Ottrick::Ticket
end

:ticketfor is polymorphic association. To access your models from Ottrick::Ticket, your models have to be set in config.ticketfor_types (see Configuration). The ottrick_tickets#new form should be called from protocols#show prefilled with sender, subject and text from protocols. After execute create ottrick_tickets ticket number and ticket id returned from OTRS are also stored in ottrick_ticket object.

Javascript helper

The Ottrick::Ticket#new form uses a polymorphic selector which groups all possible objects configured in ticketfor_types by model. Ottrick comes with a small javascript helper to narrow the possible object selection to the preselected model type. Add the following line to your application.js:

//= require ottrick/ottrick

Configuration

Create an initializer and edit it for your needs:

rails g ottrick:install

Ottrick.setup do |config|
  config.ticketfor_types = ["Protocol"]
  config.ticket_zoom_url = "http://localhost/otrs/index.pl?Action=AgentTicketZoom"

  # ---
  # configuration for OTRS generic interface

  config.wsdl = "/path/to/GenericTicketGenerator.wsdl"
  config.endpoint = "http(s)://yourhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector"
  config.otrs_user = your_valid_otrs_user
  config.otrs_passwd = your_valid_otrs_password
end

More configuration options for the OTRS generic interface can be found in swobspace/ottick/lib/ottick.rb. Use it on your own risk. Changing defaults may break ottrick.

Special case: OTRS HTTPBasicAuth

If you have set AuthModule to Kernel::System::Auth::HTTPBasicAuth in OTRS/Kernel/Config.pm, you need to set http authentication params too:

Ottrick.setup do |config|
  ...
  config.http_auth_user   = your_valid_otrs_and_http_user
  config.http_auth_passwd = your_valid_http_password
  ...
end

In case of HTTP authentication, http_auth_user must be a valid otrs user and be able to login via http. All actions to read and create tickets in otrs are done with http_auth_user. otrs_user and otrs_passwd must be specified, but are only used as dummy. This is the current behavior of the OTRS generic interface implementation and may change in the future.

Example

A simple example is the spec/dummy application included in this rails engine.

Licence

ottrick Copyright (C) 2014 Wolfgang Barth

MIT license, see LICENSE