OTRS

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

Case Management · OTRS Service Management XSOAR Pack

Details

IDOTRS
ProviderEasyVista
CategoryCase Management
From Version5.0.0
Docker Imagedemisto/pyotrs:1.0.0.10133006
Supported ModulesAgentix XSIAM

README

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

Prerequisite

Before configuring OTRS on Cortex XSOAR, you need to enable the webservices in your OTRS instance. It is recommended to use the provided YAML webservice configuration template, which includes the Route: /TicketList endpoint required for PyOTRS but which is not included in the default OTRS webservice setup. If you use a different file than the template, make sure to name your file GenericTicketConnectorREST.yml.
This integration uses an optional JSON routing table corresponding to the aforementioned webservice configuration template which defaults to this JSON value in PyOTRS. The parameter webservice_config_ticket may be used to supply a different JSON configuration if your instance implements other endpoints or expects other outputs (e.g. changing the Result of SessionGet to AccessToken in newer versions).

Configure OTRS on Cortex XSOAR

  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 (for example 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, for example Misc, Raw) False
fetch_priority Fetch tickets in priority False
fetch_time First fetch timestamp (formatted as <number> <time unit>, for example 12 hours, 7 days, 3 months, 1 year) False
look_back Days to look back when fetching False
webservice_config_ticket JSON representation of the webservice configuration for tickets as described in the Prerequisite section False
  1. Click Test to validate the URLs, token, and connection.

Commands

You can execute these commands from the Cortex XSOAR 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. At least one input argument is required for the integration to run.

Base Command

otrs-get-ticket

Input
Argument Name Description Required
ticket_id Ticket ID of the ticket to get details for. If not spcecified, the ticket_number argument is required. Optional
ticket_number Ticket Number of the ticket to get details for. If not specified, 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 the 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
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 for in CSV format (for example New, Open) Optional
created_before Filter for a ticket created before this date. (formatted as <number> <time unit>, for example 1 day, 30 minutes, 2 weeks, 6 months, 1 year) Optional
created_after Filter for a ticket created after this date. (formatted as <number> <time unit>, for example 1 day, 30 minutes, 2 weeks, 6 months, 1 year) Optional
title Ticket Title to filter for Optional
queue Ticket Queues to filter for in CSV format (for example Raw,Misc) Optional
priority Ticket priority to filter for in CSV format (for example 4High,5VeryHigh). For the use of a custom priority, you can specify a custom value outside the predefined set. Optional
type Ticket type to filter for 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. For the use of a custom state, you can specify a custom value outside the predefined set. Required
priority Priority to assign to the new ticket. For the use of a custom priority, you can specify a custom value outside the predefined set. 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
article_content_type Content Type of the article body. Can be either ‘text/plain; charset=utf8’ or ‘text/html; charset=utf8’. Defaults to ‘text/plain; charset=utf8’. Optional
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. For example: 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.Article.ContentType string Content Type of the 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. For the use of a custom state, you can specify a custom value outside the predefined set. Optional
priority Priority of the ticket to update. For the use of a custom priority, you can specify a custom value outside the predefined set. Optional
article_subject Article subject of the ticket to update Optional
article_body Article body of the ticket to update Optional
article_content_type Content Type of the article body. Can be either ‘text/plain; charset=utf8’ or ‘text/html; charset=utf8’. Defaults to ‘text/plain; charset=utf8’. 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. For example: 123@20,124@21 Optional
lock Wether to change the lock state of the ticket. Optional
Context Output
Path Type Description
OTRS.Ticket.Article.Subject string Ticket article subject
OTRS.Ticket.Article.Body string Ticket article body
OTRS.Ticket.Article.ContentType string Content Type of the 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
article_content_type Content Type of the article body. Can be either ‘text/plain; charset=utf8’ or ‘text/html; charset=utf8’. Defaults to ‘text/plain; charset=utf8’. Optional
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
OTRS.Ticket.Article.ContentType string Content Type of the 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

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.

Source

OTRS.py OTRS_test.py OTRS.yml OTRS_description.md command_examples.txt
Download History Raw 
category: Case Management
provider: EasyVista
sectionorder:
- Connect
- Collect
commonfields:
  id: OTRS
  version: -1
configuration:
- display: OTRS Server URL (e.g. http://example.com)
  name: server
  required: true
  type: 0
  section: Connect
- display: OTRS Credentials
  name: credentials
  required: true
  type: 9
  section: Connect
- display: Trust any certificate (not secure)
  name: unsecure
  type: 8
  required: false
  section: Connect
  advanced: true
- defaultvalue: 'false'
  display: Use system proxy settings
  name: proxy
  type: 8
  required: false
  section: Connect
  advanced: true
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
  section: Collect
- display: Incident type
  name: incidentType
  type: 13
  required: false
  section: Connect
- defaultvalue: Any
  display: Queues to fetch tickets from  ("Any" fetches from all queues. CSV supported, e.g., Misc,Raw)
  name: fetch_queue
  type: 0
  required: false
  section: Collect
- display: Fetch tickets in priority
  name: fetch_priority
  options:
  - 1VeryLow
  - 2Low
  - 3Normal
  - 4High
  - 5VeryHigh
  type: 16
  required: false
  section: Collect
- defaultvalue: 3 days
  display: First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)
  name: fetch_time
  type: 0
  required: false
  section: Collect
- additionalinfo: When fetching incident from specific queue, search also back for incident created before the last run time but moved to the queue after the last fetch.
  defaultvalue: '1'
  display: Days to look back when fetching
  name: look_back
  required: false
  type: 0
  section: Collect
  advanced: true
- additionalinfo: If true, use sessions compatibility for OTRS versions lower than V8.
  display: Use legacy sessions
  name: use_legacy_sessions
  required: false
  type: 8
  section: Connect
  advanced: true
- defaultvalue: '1'
  display: Incidents Fetch Interval
  name: incidentFetchInterval
  required: false
  type: 19
  section: Collect
  advanced: true
- additionalinfo: Choose the tag to add to an entry to mirror it as an article in OTRS.
  defaultvalue: OTRS
  display: Entry Tag To OTRS
  name: tag
  type: 0
  hidden:
  - marketplacev2
  - platform
  required: false
  section: Collect
- additionalinfo: Choose the tag to add to an entry to mirror it as an article from OTRS.
  defaultvalue: FromOTRS
  display: Entry Tag From OTRS
  name: tag_from_otrs
  type: 0
  hidden:
  - marketplacev2
  - platform
  required: false
  section: Collect
- additionalinfo: 'Choose the direction to mirror the incident: Incoming (from OTRS to Cortex XSOAR), Outgoing (from Cortex XSOAR to OTRS), or Incoming and Outgoing (from/to Cortex XSOAR and OTRS).'
  defaultvalue: None
  display: Incident Mirroring Direction
  name: mirror_direction
  options:
  - None
  - Incoming
  - Outgoing
  - Incoming And Outgoing
  type: 15
  hidden:
  - marketplacev2
  - platform
  required: false
  section: Collect
- additionalinfo: Configuration of the web service routes to take by the integration in JSON format. See integration documentation or pyOTRS for default values.
  display: Web Service Config for Tickets
  name: webservice_config_ticket
  type: 12
  required: false
  section: Connect
description: Service management suite that comprises ticketing, workflow automation, and notification.
display: OTRS
name: OTRS
script:
  commands:
  - arguments:
    - default: true
      description: Ticket ID of the ticket to get details of. If not supplied, the ticket_number argument is required.
      name: ticket_id
    - description: Ticket Number of the ticket to get details of. If not supplied, the ticket_id argument is required.
      name: ticket_number
    description: 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.
    name: otrs-get-ticket
    outputs:
    - contextPath: OTRS.Ticket.ID
      description: Ticket ID.
      type: string
    - contextPath: OTRS.Ticket.Number
      description: Ticket number.
      type: string
    - contextPath: OTRS.Ticket.Created
      description: Ticket creation date.
      type: date
    - contextPath: OTRS.Ticket.CustomerUser
      description: Customer user related to ticket.
      type: string
    - contextPath: OTRS.Ticket.Owner
      description: Ticket owner.
      type: string
    - contextPath: OTRS.Ticket.Priority
      description: Ticket priority.
      type: string
    - contextPath: OTRS.Ticket.Queue
      description: Queue the ticket is in.
      type: string
    - contextPath: OTRS.Ticket.State
      description: Ticket state.
      type: string
    - contextPath: OTRS.Ticket.Title
      description: Ticket title.
      type: string
    - contextPath: OTRS.Ticket.Type
      description: Ticket type.
      type: string
    - contextPath: OTRS.Ticket.DynamicField
      description: Ticket dynamic fields.
      type: string
    - contextPath: OTRS.Ticket.Article.Subject
      description: Ticket article subject.
      type: string
    - contextPath: OTRS.Ticket.Article.Body
      description: Ticket article body.
      type: string
    - contextPath: OTRS.Ticket.Article.CreatedTime
      description: Ticket article creation time.
      type: date
    - contextPath: OTRS.Ticket.Article.ContentType
      description: Ticket article content type.
      type: string
    - contextPath: OTRS.Ticket.Article.From
      description: Ticket article sender.
      type: string
    - contextPath: OTRS.Ticket.Article.ID
      description: Ticket article ID.
      type: string
    - contextPath: OTRS.Ticket.Article.Attachment.Name
      description: Ticket article attachment file name.
      type: string
    - contextPath: OTRS.Ticket.Article.Attachment.Size
      description: Ticket article attachment file size.
      type: number
    - contextPath: OTRS.Ticket.Article.Attachment.ContentType
      description: Ticket article attachment file content type.
      type: string
    - contextPath: OTRS.Ticket.Lock
      description: Is the ticket locked or unlocked.
      type: string
    - contextPath: File.Size
      description: Size of the file attachment.
      type: number
    - contextPath: File.SHA1
      description: SHA-1 of the file attachment.
      type: string
    - contextPath: File.SHA256
      description: SHA-256 of the file attachment.
      type: string
    - contextPath: File.Name
      description: Attachment file name.
      type: string
    - contextPath: File.SSDeep
      description: Attachment file SSDeep.
      type: string
    - contextPath: File.EntryID
      description: Attachment file entry ID.
      type: string
    - contextPath: File.Info
      description: Attachment file information.
      type: string
    - contextPath: File.Type
      description: Attachment file type.
      type: string
    - contextPath: File.MD5
      description: Attachment file MD5.
      type: string
    - contextPath: File.Extension
      description: Attachment file extension.
      type: string
  - arguments:
    - auto: PREDEFINED
      description: Ticket States to filter by in CSV format (e.g., New,Open).
      name: state
      predefined:
      - New
      - ClosedSuccessful
      - ClosedUnsuccessful
      - Open
      - PendingReminder
    - description: 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.
      name: created_before
    - description: 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.
      name: created_after
    - description: Ticket Title to filter by.
      name: title
    - description: Ticket Queues to filter by in CSV format (e.g., Raw,Misc).
      name: queue
    - auto: PREDEFINED
      description: Ticket Priority to filter by in CSV format (e.g., 4High,5VeryHigh). For the use of a custom priority, you can specify a custom value outside the predefined set.
      name: priority
      predefined:
      - 1VeryLow
      - 2Low
      - 3Normal
      - 4High
      - 5VeryHigh
    - description: Ticket type to filter by.
      name: type
    - description: Pattern to use with fulltext search in Article subject and body.
      name: pattern
    description: Search for an OTRS ticket using search filters.
    name: otrs-search-ticket
    outputs:
    - contextPath: OTRS.Ticket.ID
      description: Ticket ID.
      type: string
    - contextPath: OTRS.Ticket.Number
      description: Ticket number.
      type: string
    - contextPath: OTRS.Ticket.Created
      description: Ticket creation date.
      type: date
    - contextPath: OTRS.Ticket.CustomerUser
      description: Customer user related to ticket.
      type: string
    - contextPath: OTRS.Ticket.Owner
      description: Ticket owner.
      type: string
    - contextPath: OTRS.Ticket.Priority
      description: Ticket priority.
      type: string
    - contextPath: OTRS.Ticket.Queue
      description: Queue the ticket is in.
      type: string
    - contextPath: OTRS.Ticket.State
      description: Ticket state.
      type: string
    - contextPath: OTRS.Ticket.Title
      description: Ticket title.
      type: string
    - contextPath: OTRS.Ticket.Type
      description: Ticket type.
      type: string
  - arguments:
    - description: Title to assign to the new ticket.
      name: title
      required: true
    - description: Queue to place the new ticket in.
      name: queue
      required: true
    - auto: PREDEFINED
      description: State to assign to the new ticket. For the use of a custom state, you can specify a custom value outside the predefined set.
      name: state
      predefined:
      - New
      - ClosedSuccessful
      - ClosedUnsuccessful
      - Open
      - PendingReminder
      required: true
    - auto: PREDEFINED
      description: Priority to assign to the new ticket. For the use of a custom priority, you can specify a custom value outside the predefined set.
      name: priority
      predefined:
      - 1VeryLow
      - 2Low
      - 3Normal
      - 4High
      - 5VeryHigh
      required: true
    - description: Customer user related to the new ticket.
      name: customer_user
      required: true
    - description: Article Subject to apply to the new ticket.
      name: article_subject
      required: true
    - description: Text to add to the Article Body of the new ticket.
      name: article_body
      required: true
    - auto: PREDEFINED
      description: Content Type of the article body.
      name: article_content_type
      predefined:
      - 'text/plain; charset=utf8'
      - 'text/html; charset=utf8'
    - description: Ticket Type to assign to the new ticket.
      name: type
    - description: 'Dynamic fields to apply to the new ticket, in the format: field1=value1,field2=value2. For example: ProcessManagementProcessID=1,ProcessManagementActivityStatus=2.'
      name: dynamic_fields
    - description: 'File entry ID of the file to add as an attachment to the new ticket in CSV format, e.g., 123@20,124@21 .'
      name: attachment
    - description: Ticket owner to assign to the new ticket.
      name: owner
    description: Create a new ticket in OTRS.
    name: otrs-create-ticket
    outputs:
    - contextPath: OTRS.Ticket.Article.Subject
      description: Ticket article subject.
      type: string
    - contextPath: OTRS.Ticket.Article.Body
      description: Ticket article body.
      type: string
    - contextPath: OTRS.Ticket.Article.ContentType
      description: Ticket article content type.
      type: string
    - contextPath: OTRS.Ticket.ID
      description: Ticket ID.
      type: string
    - contextPath: OTRS.Ticket.Number
      description: Ticket number.
      type: string
    - contextPath: OTRS.Ticket.Created
      description: Ticket creation date.
      type: date
    - contextPath: OTRS.Ticket.Priority
      description: Ticket priority.
      type: string
    - contextPath: OTRS.Ticket.Queue
      description: Queue that the ticket is in.
      type: string
    - contextPath: OTRS.Ticket.State
      description: Ticket state.
      type: string
    - contextPath: OTRS.Ticket.Title
      description: Ticket title.
      type: string
    - contextPath: OTRS.Ticket.Type
      description: Ticket type.
      type: string
    - contextPath: OTRS.Ticket.CustomerUser
      description: Customer user related to ticket.
      type: string
    - contextPath: OTRS.Ticket.DynamicField
      description: Ticket dynamic fields.
      type: string
  - arguments:
    - description: Ticket ID of the ticket to update.
      name: ticket_id
      required: true
    - description: Ticket Title of the ticket to update.
      name: title
    - auto: PREDEFINED
      description: Ticket State of the ticket to update. For the use of a custom state, you can specify a custom value outside the predefined set.
      name: state
      predefined:
      - New
      - ClosedSuccessful
      - ClosedUnsuccessful
      - Open
      - PendingReminder
    - auto: PREDEFINED
      description: Priority of the ticket to update. For the use of a custom priority, you can specify a custom value outside the predefined set.
      name: priority
      predefined:
      - 1VeryLow
      - 2Low
      - 3Normal
      - 4High
      - 5VeryHigh
    - description: Wether to change the lock state of the ticket.
      name: lock
      auto: PREDEFINED
      predefined:
      - lock
      - unlock
    - description: Article Subject of the ticket to update.
      name: article_subject
    - description: Article Body of the ticket to update.
      name: article_body
    - auto: PREDEFINED
      description: Content Type of the article body.
      name: article_content_type
      predefined:
      - 'text/plain; charset=utf8'
      - 'text/html; charset=utf8'
    - description: Queue that the ticket to update is in.
      name: queue
    - description: 'Ticket Type of the ticket to update.'
      name: type
    - description: 'Dynamic fields to apply to the updated ticket, in the format: field1=value1,field2=value2. For example: ProcessManagementProcessID=1,ProcessManagementActivityStatus=2.'
      name: dynamic_fields
    - description: 'File entry ID of the file to add as an attachment to the updated ticket in CSV format, e.g., 123@20,124@21 .'
      name: attachment
    - description: Ticket owner to update to.
      name: owner
    - description: Customer user related to the ticket.
      name: customer_user
    description: Update an OTRS ticket.
    name: otrs-update-ticket
    outputs:
    - contextPath: OTRS.Ticket.Article.Subject
      description: Ticket article subject.
      type: string
    - contextPath: OTRS.Ticket.Article.Body
      description: Ticket article body.
      type: string
    - contextPath: OTRS.Ticket.Article.ContentType
      description: Ticket article content type.
      type: string
    - contextPath: OTRS.Ticket.ID
      description: Ticket ID.
      type: string
    - contextPath: OTRS.Ticket.Created
      description: Ticket creation date.
      type: date
    - contextPath: OTRS.Ticket.Priority
      description: Ticket priority.
      type: string
    - contextPath: OTRS.Ticket.Queue
      description: Queue that the ticket is in.
      type: string
    - contextPath: OTRS.Ticket.State
      description: Ticket state.
      type: string
    - contextPath: OTRS.Ticket.Title
      description: Ticket title.
      type: string
    - contextPath: OTRS.Ticket.Type
      description: Ticket type.
      type: string
  - arguments:
    - description: Ticket ID of the ticket to close.
      name: ticket_id
      required: true
    - description: Article Subject of the ticket to close.
      name: article_subject
      required: true
    - description: Article Body of the ticket to close.
      name: article_body
      required: true
    - auto: PREDEFINED
      description: Content Type of the article body.
      name: article_content_type
      predefined:
      - 'text/plain; charset=utf8'
      - 'text/html; charset=utf8'
    - description: Ticket state to set when closing. Defaults to "closed successful".
      name: state
    description: Close an OTRS ticket.
    name: otrs-close-ticket
    outputs:
    - contextPath: OTRS.Ticket.ID
      description: Ticket ID.
      type: string
    - contextPath: OTRS.Ticket.State
      description: Ticket state.
      type: string
    - contextPath: OTRS.Ticket.Article.Subject
      description: Ticket article subject.
      type: string
    - contextPath: OTRS.Ticket.Article.Body
      description: Ticket article body.
      type: string
    - contextPath: OTRS.Ticket.Article.ContentType
      description: Ticket article content type.
      type: string
  dockerimage: demisto/pyotrs:1.0.0.10133006
  isfetch: true
  runonce: false
  script: '-'
  subtype: python3
  type: python
  isremotesyncin: true
  isremotesyncout: true
  ismappable: false
tests:
- OTRS Test
fromversion: 5.0.0