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