OTRS

Service management suite that comprises ticketing, workflow automation, and notification. This integration was integrated and tested with versions 5, 6 and 7 of OTRS.

Prerequisite

You have to enable the webservices in your OTRS instance. It is recommended to use the provided template. This YAML configuration template includes the Route: /TicketList endpoint that is required for PyOTRS but which is not included in the default OTRS webservice setup.

Configure OTRS on Demisto

1. Navigate to Settings > Integrations > Servers & Services.
2. Search for OTRS.
3. Click Add instance to create and configure a new integration instance.

Parameter	Description	Required
server	OTRS Server URL (e.g. http://example.com\)	True
credentials	OTRS Credentials	True
unsecure	Trust any certificate (not secure)	False
proxy	Use system proxy settings	False
isFetch	Fetch incidents	False
incidentType	Incident type	False
fetch_queue	Queues to fetch tickets from ("Any" fetches from all queues. CSV supported, e.g., Misc,Raw)	False
fetch_priority	Fetch tickets in priority	False
fetch_time	First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)	False

4. Click Test to validate the URLs, token, and connection.

Commands

You can execute these commands from the Demisto CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

otrs-get-ticket

---

Retrieves details for an OTRS ticket by ticket ID or ticket number. The arguments are both optional, but at least one is required for this integration to run.

Base Command

otrs-get-ticket

Input

Argument Name	Description	Required
ticket_id	Ticket ID of the ticket to get details of. Ticket ID of the ticket to get details of. If not supplied, the ticket_number argument is required.	Optional
ticket_number	Ticket Number of the ticket to get details of. Ticket Number of the ticket to get details of. If not supplied, the ticket_id argument is required.	Optional

Context Output

Path	Type	Description
OTRS.Ticket.ID	string	Ticket ID
OTRS.Ticket.Number	string	Ticket number
OTRS.Ticket.Created	date	Ticket creation date
OTRS.Ticket.CustomerUser	string	Customer user related to ticket
OTRS.Ticket.Owner	string	Ticket owner
OTRS.Ticket.Priority	string	Ticket priority
OTRS.Ticket.Queue	string	Queue the ticket is in
OTRS.Ticket.State	string	Ticket state
OTRS.Ticket.Title	string	Ticket title
OTRS.Ticket.Type	string	Ticket type
OTRS.Ticket.DynamicField	string	Ticket dynamic fields
OTRS.Ticket.Article.Subject	string	Ticket article subject
OTRS.Ticket.Article.Body	string	Ticket article body
OTRS.Ticket.Article.CreatedTime	date	Ticket article creation time
OTRS.Ticket.Article.ContentType	string	Ticket article content type
OTRS.Ticket.Article.From	string	Ticket article sender
OTRS.Ticket.Article.ID	string	Ticket article ID
OTRS.Ticket.Article.Attachment.Name	string	Ticket article attachment file name
OTRS.Ticket.Article.Attachment.Size	number	Ticket article attachment file size
OTRS.Ticket.Article.Attachment.ContentType	string	Ticket article attachment file content type
OTRS.Ticket.Lock	string	Is the ticket locked or unlocked
File.Size	number	Size of the file attachment
File.SHA1	string	SHA-1 of the file attachment
File.SHA256	string	SHA-256 of the file attachment
File.Name	string	Attachment file name
File.SSDeep	string	Attachment file SSDeep
File.EntryID	string	Attachment file entry ID
File.Info	string	Attachment file information
File.Type	string	Attachment file type
File.MD5	string	Attachment file MD5
File.Extension	string	Attachment file extension

Command Example

!otrs-get-ticket ticket_id="7023"

Context Example

{

"OTRS": {

"Ticket": {

"Age": "0 h 09 m",

"Article": [

{

"Body": "Testing",

"ContentType": "text/plain; charset=utf8",

"CreateTime": "2020-04-26 11:05:07",

"From": "\"Jens Bothe\" <jens.bothe@otrs.com\>",

"ID": "11187",

"Subject": "TestArticle"

},

{

"Body": "ClosingBody",

"ContentType": "text/plain; charset=utf8",

"CreateTime": "2020-04-26 11:05:12",

"From": "SIEM Webservice",

"ID": "11188",

"Subject": "ClosingSubject"

}

],

"Created": "2020-04-26 11:05:07",

"CustomerID": "jb",

"DynamicField": {

"Firstname": "Jens",

"Gender": "male"

},

"ID": "7023",

"Lock": "unlock",

"Number": "2020042610000031",

"Owner": "siem",

"Priority": "1 very low",

"Queue": "Inbox::SIEM",

"State": "open",

"Title": "UpdatedTitle",

"Type": "Incident"

}

}

}

Human Readable Output

OTRS Ticket 7023

ID	Number	Age	Title	State	Lock	Queue	Owner	CustomerID	Priority	Type	Created	DynamicField
7023	2020042610000031	0 h 09 m	UpdatedTitle	open	unlock	Inbox::SIEM	siem	jb	1 very low	Incident	2020-04-26 11:05:07	Firstname: Jens<br>Gender: male

Articles

ID	From	Subject	Body	CreateTime	ContentType
11187	"Jens Bothe" jens.bothe@otrs.com\	TestArticle	Testing	2020-04-26 11:05:07	text/plain; charset=utf8
11188	SIEM Webservice	ClosingSubject	ClosingBody	2020-04-26 11:05:12	text/plain; charset=utf8

otrs-search-ticket

---

Search for an OTRS ticket using search filters

Base Command

otrs-search-ticket

Input

Argument Name	Description	Required
state	Ticket States to filter by in CSV format (e.g., New,Open)	Optional
created_before	Filter for a ticket created before this date. Given in format "<number> <time unit>", e.g. 1 day, 30 minutes, 2 weeks, 6 months, 1 year	Optional
created_after	Filter for a ticket created after this date. Given in format "<number> <time unit>", e.g. 1 day, 30 minutes, 2 weeks, 6 months, 1 year	Optional
title	Ticket Title to filter by	Optional
queue	Ticket Queues to filter by in CSV format (e.g., Raw,Misc)	Optional
priority	Ticket Priority to filter by in CSV format (e.g., 4High,5VeryHigh)	Optional
type	Ticket type to filter by	Optional

Context Output

Path	Type	Description
OTRS.Ticket.ID	string	Ticket ID
OTRS.Ticket.Number	string	Ticket number
OTRS.Ticket.Created	date	Ticket creation date
OTRS.Ticket.CustomerUser	string	Customer user related to ticket
OTRS.Ticket.Owner	string	Ticket owner
OTRS.Ticket.Priority	string	Ticket priority
OTRS.Ticket.Queue	string	Queue the ticket is in
OTRS.Ticket.State	string	Ticket state
OTRS.Ticket.Title	string	Ticket title
OTRS.Ticket.Type	string	Ticket type

Command Example

!otrs-search-ticket state="PendingReminder" title="7023"

Context Example

{}

Human Readable Output

No results found

otrs-create-ticket

---

Create a new ticket in OTRS

Base Command

otrs-create-ticket

Input

Argument Name	Description	Required
title	Title to assign to the new ticket	Required
queue	Queue to place the new ticket in	Required
state	State to assign to the new ticket	Required
priority	Priority to assign to the new ticket	Required
customer_user	Customer user related to the new ticket	Required
article_subject	Article Subject to apply to the new ticket	Required
article_body	Text to add to the Article Body of the new ticket	Required
type	Ticket Type to assign to the new ticket	Optional
dynamic_fields	Dynamic fields to apply to the new ticket, in the format: field1=value1,field2=value2. For example: ProcessManagementProcessID=1,ProcessManagementActivityStatus=2	Optional
attachment	File entry ID of the file to add as an attachment to the new ticket in CSV format, e.g., 123@20,124@21	Optional

Context Output

Path	Type	Description
OTRS.Ticket.Article.Subject	string	Ticket article subject
OTRS.Ticket.Article.Body	string	Ticket article body
OTRS.Ticket.ID	string	Ticket ID
OTRS.Ticket.Number	string	Ticket number
OTRS.Ticket.Created	date	Ticket creation date
OTRS.Ticket.Priority	string	Ticket priority
OTRS.Ticket.Queue	string	Queue that the ticket is in
OTRS.Ticket.State	string	Ticket state
OTRS.Ticket.Title	string	Ticket title
OTRS.Ticket.Type	string	Ticket type
OTRS.Ticket.CustomerUser	string	Customer user related to ticket
OTRS.Ticket.DynamicField	string	Ticket dynamic fields

Command Example

!otrs-create-ticket title="TestTicket" queue="Inbox::SIEM" state="New" priority="2Low" customer_user="jb" article_subject="TestArticle" article_body="Testing" type="Unclassified"

Context Example

{

"OTRS": {

"Ticket": {

"Article": {

"Body": "Testing",

"Subject": "TestArticle"

},

"CustomerUser": "jb",

"DynamicField": [],

"ID": "7024",

"Number": "2020042610000049",

"Priority": "2 low",

"Queue": "Inbox::SIEM",

"State": "new",

"Title": "TestTicket",

"Type": "Unclassified"

}

}

}

Human Readable Output

Created ticket 7024 successfully

otrs-update-ticket

---

Update an OTRS ticket

Base Command

otrs-update-ticket

Input

Argument Name	Description	Required
ticket_id	Ticket ID of the ticket to update	Required
title	Ticket Title of the ticket to update	Optional
state	Ticket State of the ticket to update	Optional
priority	Priority of the ticket to update	Optional
article_subject	Article Subject of the ticket to update	Optional
article_body	Article Body of the ticket to update	Optional
queue	Queue that the ticket to update is in	Optional
type	Ticket Type of the ticket to update	Optional
dynamic_fields	Dynamic fields to apply to the updated ticket, in the format: field1=value1,field2=value2. For example: ProcessManagementProcessID=1,ProcessManagementActivityStatus=2	Optional
attachment	File entry ID of the file to add as an attachment to the updated ticket in CSV format, e.g., 123@20,124@21	Optional

Context Output

Path	Type	Description
OTRS.Ticket.Article.Subject	string	Ticket article subject
OTRS.Ticket.Article.Body	string	Ticket article body
OTRS.Ticket.ID	string	Ticket ID
OTRS.Ticket.Created	date	Ticket creation date
OTRS.Ticket.Priority	string	Ticket priority
OTRS.Ticket.Queue	string	Queue that the ticket is in
OTRS.Ticket.State	string	Ticket state
OTRS.Ticket.Title	string	Ticket title
OTRS.Ticket.Type	string	Ticket type

Command Example

!otrs-update-ticket ticket_id="7023" title="UpdatedTitle" state="Open" priority="1VeryLow" type="Incident"

Context Example

{

"OTRS": {

"Ticket": {

"ID": "7023",

"Priority": "1 very low",

"State": "open",

"Title": "UpdatedTitle",

"Type": "Incident"

}

}

}

Human Readable Output

Updated ticket 7023 successfully

otrs-close-ticket

---

Close an OTRS ticket

Base Command

otrs-close-ticket

Input

Argument Name	Description	Required
ticket_id	Ticket ID of the ticket to close	Required
article_subject	Article Subject of the ticket to close	Required
article_body	Article Body of the ticket to close	Required

Context Output

Path	Type	Description
OTRS.Ticket.ID	string	Ticket ID
OTRS.Ticket.State	string	Ticket state
OTRS.Ticket.Article.Subject	string	Ticket article subject
OTRS.Ticket.Article.Body	string	Ticket article body

Command Example

!otrs-close-ticket ticket_id="7023" article_subject="ClosingSubject" article_body="ClosingBody"

Context Example

{

"OTRS": {

"Ticket": {

"Article": {

"Body": "ClosingBody",

"Subject": "ClosingSubject"

},

"ID": "7023",

"State": "closed successful"

}

}

}

Human Readable Output

Closed ticket 7023 successfully