Closed saiiman closed 2 years ago
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Hi @saiiman, thank you for the info.
About the first problem - a suitable comment is added to the documentation.
About the second problem - I was able to use the given template and both fetch incidents and otrs-get-ticket
command with ticket_number
seems to work.
Can you please attach the full template you used (the one you added that endpoint to)?
Hi @Noy-Maimon, below you will find the complete template of the OTRS WebService.
---
Debugger:
DebugThreshold: debug
TestMode: '0'
Description: Ticket Connector REST
FrameworkVersion: 6.0.38
Provider:
Operation:
SessionCreate:
Description: Creates a new Session by providing UserLogin or CustomerUserLogin
and Password
MappingInbound: {}
MappingOutbound: {}
Type: Session::SessionCreate
SessionGet:
Description: Check and validate a Session ID
MappingInbound: {}
MappingOutbound: {}
Type: Session::SessionGet
TicketCreate:
Description: Creates a Ticket
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketCreate
TicketGet:
Description: Retrieves Ticket data
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketGet
TicketGetList:
Description: Retrieves Ticket data for a List of Ticket IDs
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketGet
TicketSearch:
Description: Search for Tickets
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketSearch
TicketSearchGET:
Description: ''
IncludeTicketData: '0'
Type: Ticket::TicketSearch
TicketUpdate:
Description: Updates a Ticket
MappingInbound: {}
MappingOutbound: {}
Type: Ticket::TicketUpdate
Transport:
Config:
AdditionalHeaders: ~
KeepAlive: ''
MaxLength: '100000000'
RouteOperationMapping:
SessionCreate:
RequestMethod:
- POST
Route: /Session
SessionGet:
RequestMethod:
- GET
Route: /Session/:SessionID
TicketCreate:
RequestMethod:
- POST
Route: /Ticket
TicketGet:
RequestMethod:
- GET
Route: /Ticket/:TicketID
TicketGetList:
RequestMethod:
- GET
Route: /TicketList
TicketSearch:
RequestMethod:
- POST
Route: /TicketSearch
TicketSearchGET:
RequestMethod:
- GET
Route: /Ticket
TicketUpdate:
RequestMethod:
- PATCH
Route: /Ticket/:TicketID
Type: HTTP::REST
RemoteSystem: ''
Requester:
Transport:
Type: ''
Thanks for the update. After testing in our environment, both fetching and using that command, both seems to work with the given template. As we did not see this issue from any other user, this is possibly a local issue in your env. Plus, as this is the API's template (and not ours), we do not want to suggest fixes that are not instructed by the OTRS API itself. What type of error did you receive? How was the fetching not enabled? we can supply that info in the error message to help users that might encounter that as well in the future.
Yes, maybe it was a problem on my end.
The error message basically said that the API endpoint is not known. That's why I added the /Ticket
endpoint using the GET
method. Unfortunately, I no longer have access to my environment and I have also not found any other users complaining about the problem.
Thanks for your help and I think you can close the issue.
Thanks again, and please let us know if anything similar reoccurs.
Describe the problem
While setting up the OTRS integration I encountered some problems. First of all, I did not find any information on how to name the corresponding OTRS web service. Unfortunately, the name is an important detail to establish a connection. Second, I was not able to retrieve incidents (OTRS Integration - fetch Incidents) or use the
otrs-get-ticket
command with a giventicket_number
after the prober setup. For the setup I used the OTRS web service template which is linked on the XSOAR documentation page. (https://gitlab.com/rhab/PyOTRS/raw/master/webservices_templates/GenericTicketConnectorREST.yml)Environment
Suggested fix
Please consider to update your documentation and give the user the hint to name the used OTRS web service as follows:
GenericTicketConnectorREST
. This information can also be checked in the XSOAR debug logs of any OTRS command.I was able to fix the second problem by adding a new web service endpoint on OTRS side. I would recommend updating the given template or writing a note about the missing endpoint. Below you can find the corresponding update to the template.