OTRS

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