OTRS

Service management suite that comprises ticketing, workflow automation, and notification.

Case Management · OTRS Service Management XSOAR Pack

Configuration parameters

  • server — OTRS Server URL (e.g. http://example.com) (required)
  • credentials — OTRS Credentials (required)
  • unsecure — Trust any certificate (not secure)
  • proxy — Use system proxy settings
  • isFetch — Fetch incidents
  • incidentType — Incident type
  • fetch_queue — Queues to fetch tickets from ("Any" fetches from all queues. CSV supported, e.g., Misc,Raw)
  • fetch_priority — Fetch tickets in priority
  • fetch_time — First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)
  • look_back — Days to look back when fetching
  • use_legacy_sessions — Use legacy sessions
  • incidentFetchInterval — Incidents Fetch Interval
  • tag — Entry Tag To OTRS
  • tag_from_otrs — Entry Tag From OTRS
  • mirror_direction — Incident Mirroring Direction
  • webservice_config_ticket — Web Service Config for Tickets

Commands (5)

  • otrs-close-ticket

    Close an OTRS ticket.

  • otrs-create-ticket

    Create a new ticket in OTRS.

  • 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.

  • otrs-search-ticket

    Search for an OTRS ticket using search filters.

  • otrs-update-ticket

    Update an OTRS ticket.