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Provide/enable a web service API for OTRS
Open, MediumPublic

Description

As agreed with Rob, the question in a bugzilla ticket.

If the API is not enabled, can it please be enabled?

We would like to use it in the second iteration of WikiPortrait.


Version: unspecified
Severity: enhancement

Details

Reference
bz28976

Event Timeline

bzimport raised the priority of this task from to Medium.Nov 21 2014, 11:31 PM
bzimport added a project: OTRS.
bzimport set Reference to bz28976.

sumanah wrote:

Current status: per bug # 22622 comment # 14 Martin Edenhofer, inventor of OTRS has offered to help with the OTRS upgrade. Does this API request depend on that?

(In reply to comment #2)

Current status: per bug # 22622 comment # 14 Martin Edenhofer, inventor of OTRS
has offered to help with the OTRS upgrade. Does this API request depend on
that?

It might. If it's not installed/setup/configured etc, it might not be worth the time to do it before

Documentation [1] seems to suggest it can work on the current version

[1] http://dev.otrs.org/

Is this asking about json.pl/iPhoneHandler? The Android apps for OTRS dont work because this is missing. I.e. MegaTicket and DS Helpdesk

It appears that OTRS is one of Wikimedia's forgotten work horses.

(In reply to comment #2)

Current status: per bug # 22622 comment # 14 Martin Edenhofer, inventor of OTRS
has offered to help with the OTRS upgrade. Does this API request depend on
that?

http://www.otrs.com/en/open-source/get-otrs/software-download/

iPhoneHandle-1.1.1.opm
(requires OTRS Help Desk 3.1.1 or higher)

I'm adding bug # 22622 to dependencies.

(In reply to comment #1)

https://rt.wikimedia.org/Ticket/Display.html?id=2394

According to bug # 22622 comment # 41 the upgrade-related RT ticket was closed, so is this one still relevant?

https://rt.wikimedia.org/Ticket/Display.html?id=2394 is still in new/open state.

the upgrade-related RT ticket was closed

The RT ticket was closed because we try to handle this in Bugzilla which is easier to access than RT. It does not mean that the request was FIXED yet.

FYI, RT #2394 (just a copy of this Bugzilla ticket) is still open.

Trying to understand the status:

GENERAL INFO:

A "Web Service interface" was introduced in OTRS 3.1 according to
http://doc.otrs.org/3.1/en/html/features-of-otrs.html#idp34252976

> Hence this requires upgrading OTRS from Wikimedia's version 2.4. This is handled in bug 22622 which is marked as a dependency of this report.

YAML:

This is what is used. http://doc.otrs.org/3.2/en/html/genericinterface-webservice-configuration.html states that "YAML is a markup language designed to be human friendly to read and write (it is easier to understand than JSON)".

JSON/REST:

This is not provided. http://doc.otrs.org/3.2/en/html/otrs.html only mentions REST or JSON twice, both under "New features of OTRS 3.1":

  • Current features: Network transports: SOAP/HTTP. Others like REST and JSON are scheduled to be added in the future depending on customers demand.
  • Future features: Additional network transports (REST, JSON).

With regard to the comment 4 and comment 8 and https://ticket.wikimedia.org/otrs/json.pl : http://lists.otrs.org/pipermail/otrs/2010-October/033653.html implies that installing "iPhoneHandle" is required to get it into place.

With regard to the comment 4 and comment 8 and
https://ticket.wikimedia.org/otrs/json.pl :
http://lists.otrs.org/pipermail/otrs/2010-October/033653.html implies that
installing "iPhoneHandle" is required to get it into place.

I think this is the API that most people want, is there anything preventing it? It says that it's compatible with 2.4, so we don't need to upgrade to 3.0 for it.

Version 3.2 of OTRS was recently made available on Wikimedia servers (see bug 22622). Once dust has settled a bit this is probably something that can be enabled now, if it's still wanted.

This is most definitely still wanted :)

me wrote:

Question to understand your needs.

Do you looking for an OTRS/Bugzilla integration? Or for an generic Network-API (SOAP or REST) of create/update tickets?

Just a generic API that we can use to query queues and get some info. I can't think of any use case for updating tickets via an API, but it would still be nice to have in case someone does come up with one.

(In reply to comment #14)

Question to understand your needs.

The use case is the following:

Wikiportrait (http://wikiportret.nl/)[1] is a website where agents and such can upload pictures of well known people[2], that volunteers can later upload, after getting verification through OTRS[3].

At the moment, all steps are manual. Having an API for OTRS would allow us to create an OTRS ticket initiated through the wikiportrait admin UI, which reduces effort needed by the wikiportrait volunteer. It would also allow us to more reliably connect wikiportrait uploads in wikiportret.nl to an OTRS ID.

It should be possible to create a new ticket in a specific queue, with a To:, Cc:, subject and content, and should return at least the ID of the ticket created.

[1] http://meta.wikimedia.org/wiki/Wikiportrait
[2] http://commons.wikimedia.org/wiki/Category:Wikiportrait_uploads
[3] http://commons.wikimedia.org/wiki/File:Abbey-hoes.jpg

I see this may be possible with an add-on released by OTRS.

Information available at http://www.otrs.com/feature-add-on/otrs-generic-interface-rest/

Jgreen changed the task status from Open to Stalled.Jan 29 2015, 7:48 PM
Jgreen removed Jgreen as the assignee of this task.
Jgreen set Security to None.
Jgreen added a subscriber: Jgreen.

this is a very old ticket with no action or comments in over a year, Siebrand is this something you would still use if it were available?

I am interested in helping make this happen. (as a volunteer)

I know I would use this if it were available.

Any status update here? Has this been incorporated into the software by OTRS? (Meaning - once we upgrade ([T74109]) we should have these capabilities?)

I can't find any information other than:
https://otrs.github.io/doc/api/otrs/3.2/Perl/index.html
https://otrs.github.io/doc/api/otrs/3.3/Perl/index.html
https://otrs.github.io/doc/api/otrs/stable/Perl/index.html

Note, we're currently sitting at v3.2.14

https://otrs.github.io/doc/manual/admin/5.0/en/html/genericinterface.html

The OTRS Generic Interface consists of a multiple layer framework that lets OTRS communicate with other systems via a web service. This communication could be bi-directional:
OTRS as Provider: OTRS acts as a server listening to requests from the External System, processing the information, performing the requested action, and answering the request.
OTRS as Requester: OTRS acts as a client collecting information, sending the request to the Remote System, and waiting for the response.