To clone a web service, you need to click on the "Clone web service" button. A dialog will be shown where you can use the default name or set a new name for the (cloned) web service.

Click on "Clone" button to create the web service clone or "Cancel" to close the dialog.

Figure: Web service clone.

The "Export web service" button gives you the opportunity to dump the configuration of the current web service into a YAML file, to download it and to store it on your file system. This can be specially useful if you want to migrate the web service from one server to another, for example from a testing environment to a production system.

Right after clicking the "Export web service" button a save dialog of your browser will appear, just like when you click on a file download link on a web page.

Figure: Web services export.

A valid web service configuration YAML file is required to use the import web service feature. Click on the "Import web service" button, browse for the configuration file or provide the complete path in the input box.

Click "Import" button to create a new web service from a file or "Cancel" to close the dialog.

Figure: Web services import.

Every change to the web service configuration creates a new entry in the web service history (as a journal). The web service history screen displays a list of all configuration versions for a web service. Each row (version) in the "Configuration History List" represents a single revision in the web service history.

Click on one of the rows to show the whole configuration as it was on that particular date / time. The configuration will be shown in the "History details" section of this screen. Here you are also able to export the selected web service configuration version or to restore that version into the current web service configuration.

The "Export web service configuration" behaves exactly as the "Export web service" feature in the web service change screen. For more information refer to that section.

If changes to the current web service configuration do not work as expected and it is not easy to revert the changes manually, you can click on the "Revert web service configuration" button. This will open a dialog to ask you if you are sure to revert the web service configuration. Click "Revert web service configuration" in this dialog to replace the current configuration with the selected version, or click "Cancel" to close the dialog.

Figure: Web service history.

Sometimes it is necessary to delete a web service completely. To do this you can press on the "Delete web service" button and a new dialog will appear asking for confirmation.

Click on "Delete" to confirm the removal of the web service or on "Cancel" to close the dialog.

Figure: Web service delete.

The Debugger stores the log of a web service. In the debugger screen you can track all the web service communications for either provider or requester types.

When this screen is shown the request list starts to load. After the list is fully filled you can choose one of the rows (that means a communication sequence) to check its details. This details will appear in a box below.

You can narrow the communication list using the filter on the right part of the screen. You can filter by:

After filter settings are set, push the "Refresh" button and a new list will be displayed meeting your search criteria.

On the left part of the screen under the action column you can select "Go back to the web service" or clear the debugger log by pushing the "Clear" button. This will open a dialog that ask you to confirm erasing of the log. Click "Clear" in the dialog button to perform the action or click on "Cancel" to close this dialog.

In the "Request details" section you can see all the details for the selected communication. Here you can track the complete flow and check for possible errors or confirm success responses.

Figure: Web service debugger.

Returning to the web service change screen, now we are going to review the right side of it. Here we have the possibility to modify all the general data for a web service such as name, description, debug threshold, etc. Also there are two more sections below that allows us to modify specific parameters for communication types "OTRS as Provider" and "OTRS as Requester".

The web service configuration needs to be saved on each level. This means that if a setting is changed, links to other, deeper parts of the configuration will be disabled forcing you to save the current configuration level. After saving the disabled links will be re-enabled again allowing you to continue with the configuration.

On the "OTRS as provider" section it is possible to set or configure the network transport protocol. Only network transport back-ends that are registered are shown on the list. To configure the network transport click on the "Configure" button. It is also possible to add new operations in this box. To do this select one of the available operations from the "Add Operation" list. This will lead you to the operation configuration screen. After saving the new operation it will be listed in the table above.

"OTRS as requester" is very similar to the previous one, but instead of "operations" you can add invokers here.

Click the "Save" button to save and continue configuring the web service, "Save and finish" to save and return to the web service overview screen, or "Cancel" to discard current configuration level changes and return to web service overview screen.

Figure: Web services change.

Web Service Provider Network Transport

In future the list of available network transports will be increased. Currently only "HTTP::SOAP" and "HTTP::REST" transports are available. Each transport has different configuration options to setup and they might use different frontend modules to configure them,

It is quite simple to configure the "HTTP::SOAP" protocol as provider. There are only two settings: "Namespace" and "Maximum message length". These fields are required. The first one is a URI to give SOAP methods a context, reducing ambiguities, and the second one is a field where you can specify the maximum size (in bytes) for SOAP messages that OTRS will process.

Figure: Web service provider network transport HTTP::SOAP.

For "HTTP::REST" the configuration might be a bit more complicated, as it grows dynamically for each configured operation by adding: "Route mapping for Operation '<OperationName>':" and "Valid request methods for Operation '<OperationName>':" settings to the default transport settings "Maximum message length:" and "Send Keep-Alive:"

• Route mapping for Operation '<OperationName>':

  In this setting a resource path is set. This path must be defined according to the needs of the web service considering that the path in conjunction with the HTTP request method determines the Generic Interface operation to be executed.

  Path can contain variables in the form of ':<VariableName>' each path string that fits on the position of the variable name will be added to the request payload using the variable name defined in this setting.

  Examples:

  Route mapping: /Resource

  • Valid requests:

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource?Param1=One

  • Invalid requests:

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/OtherResource

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/OtherResource?Param1=One

  Route mapping: /Resource/:ID

  • Valid requests:

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/1

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/1?Param1=One

    In both cases ID = 1 will be sent to the operation as part of the payload. In the second case also Param1 = One will be added, depending on the HTTP request method other parameters will be added if they come as a JSON string in the request header.

  • Invalid requests:

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource?Param1=One

  Route mapping: /Resource/OtherResource/:ID/:Color

  • Valid requests:

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/OtherResource/1/Red

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/OtherReosurce/123/Blue?Param1=One

    In the first example ID = 1 and Color = Red, while in the second ID = 123 and Color = Blue.

  • Invalid requests:

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/1

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/OtherResource/1

    http://localhost/otrs/nph-genericinterface.pl/Webservice/Test/Resource/OtherResource/1?Param1=One

    In the first example the part of the path '/OtherResource' is missing as well as the :Color variable, on the second example just :Color variable is missing.

• Valid request methods for Operation '<OperationName>':

  The HTTP request methods to determine the operation to use together with the route mapping, possible options: CONNECT, DELETE, GET, HEAD, OPTIONS, PATCH, POST, PUT and TRACE.

  Totally different operations can share exactly the same mapping path, but the request method must be unique for each operation, in order to determine correctly the operation to use on each request.

Figure: Web service provider network transport HTTP::REST.

Web Service Operation

The actions that can be performed when you are using OTRS as a provider are called "Operations". Each operation belongs to a controller. Controllers are collections of operations or invokers, normally operations from the same controller need similar settings and share the same configuration dialog. But each operation can have independent configuration dialogs if needed.

Name, Description, Backend, and Mappings are fields that normally appear on every operation, other special fields can appear in non default configuration dialogs to fulfill specific needs of the operation.

Normally there are two mapping configuration sections on each operation, one for the incoming data and another one for the outgoing data. You can choose different mapping types (backends) for each mapping direction, since their configuration is independent from each other and also independent from the operation backend. The normal and most common practice is that the operation uses the same mapping type in both cases (with inverted configuration). The complete mapping configuration is done in a separate screen which depends on the mapping type.

The operation backend is pre-populated and is not editable. You will see this parameter when you choose the operation on the web service edit screen. The field is only informative.

In the left part of the screen on the action column you have the options: "Go back to web service" (discarding all changes since the last save) and "Delete". If you click on the last one, a dialog will open and ask you if you like to remove the operation. Click on "Delete" button to confirm the removal of the operation and it configuration or "Cancel" to close the delete dialog.

Figure: Web service operation.

Web Service Requester Network Transport

The network transport configuration for the requester is similar to the configuration for the provider. For the Requester "HTTP::SOAP" network transport there are more fields to be set.

Apart from the "Endpoint" (URI of the Remote System web service interface to accept requests) and "Namespace" which are required fields, you can also specify:

• Encoding (such as utf-8, latin1, iso-8859-1, cp1250, etc) for the SOAP message.

• SOAPAction Header: you can use this to send an empty or filled SOAPAction header. Set to "No" and the SOAPAction header on the SOAP message will be an empty string, or set to "Yes" to send the soap action in Namespace#Action format and define the separator (typically "/" for .Net web services and "#" for the rest).

• Authentication: to set the authentication mechanism, set to "-" to not use any authentication or select one from the list and the detail fields will appear.

Note

Currently only the "BasicAuth" (HTTP) authentication mechanism is implemented. You can decide whether or not to use it depending on the Remote System configuration. If used, you must provide the User Name and the Password to access the remote system.

Warning

If you supply a password for authentication and after you export the web service to a YAML file this password will be revealed and will be written into a plain text string inside the YAML file. Be aware of it and take precautions if needed.

Figure: Web service requester network transport (HTTP::SOAP).

In the case of HTTP::Rest, this configuration also grows dynamically depending on the configured invokers by adding "Controller mapping for Invoker '<InvokerName>':" and "Valid request command for Invoker '<InvokerName>':" for each invoke. Authentication and SSL options are similar to the ones in HTTP::SOAP

• Host

  The host name or IP Address and port of the remote system, if no port is specified, port 80 is used by default.

• Controller mapping for Invoker '<InvokerName>':

  In this setting a resource path is set. This path must be defined according to the needs of the remote web service and following its definition.

  Path can contain variables in the form of ':<VariableName>' for each variable name that matches the current data (to be sent), will be replaced by the corresponding data value. This matched variable names and values will be remove from the current data. Depending on the HTTP request command the remaining data could be sent as a JSON string in the request body or as query parameters within the URI.

  Examples:

  For data: Var1 = One, Var2 = Two, Var3 = Three and Var4 = Four.

  Controller mapping: /Resource

  • After Replacements:

    /Resource

  • Remaining Data:

    Var1 = One, Var2 = Two, Var3 = Three and Var4 = Four

  Controller mapping: /Resource/:Var1

  • After Replacements:

    /Resource/One

  • Remaining Data:

    Var2 = Two, Var3 = Three and Var4 = Four

  Controller mapping: /Resource/:Var1?Param1=:Var2&Var3=:Var3

  • After Replacements:

    /Resource/One?Param1=Two&Var3=Three

  • Remaining Data:

    Var4 = Four

• Valid request command for Invoker '<InvokerName>':

  This determine the HTTP request method to use, possible options: CONNECT, DELETE, GET, HEAD, OPTIONS, PATCH, POST, PUT and TRACE. If no command is selected, Default command is used.

• Default command

  Used as a fall-back for all Invokers with out a defined request command

Figure: Web service provider network transport HTTP::REST.

Web Service Invoker

The actions that can be performed when you are using OTRS as a requester are called "Invokers". Each invoker belongs to a controller (controllers are collections of operations or invokers). Usually invokers from the same controller need similar settings and share the same configuration dialogs. Each invoker can have independent configuration dialogs if needed.

Name, Description, Backend, and Mappings are fields that normally appear on every invoker. Additionally the list of event triggers and other special fields can appear on non default configuration dialogs to fulfill special needs of the invoker.

Normally there are two mapping configuration sections for each invoker, one for the incoming data and another one for the outgoing data. You can choose different mapping types (backends) for each mapping direction, since their configuration is independent from each other and also independent from the invoker backend. The normal and most common practice is that the invoker uses the same mapping type in both cases, with inverted configuration. The complete mapping configuration is done in a separate screen, which depends on the mapping type.

The invoker backend is pre-populated and can not be edited. You will see this parameter when you choose the invoker on the web service edit screen. The field is only informative.

Event triggers are events within OTRS such as "TicketCreate", "ArticleSend", etc. These can act as triggers to execute the invoker. Each invoker needs to have at least one event trigger registered, or the invoker will be useless, because it will never be called. The asynchronous property of the event triggers define if the OTRS process will handle the invoker or if it will be delegated to the OTRS Scheduler.

Note

The OTRS Scheduler is a separate process that executes tasks in the background. Using this the OTRS process itself will not be affected if the Remote System takes a long time to respond, if it is not available or if there are network problems. If you don't use the scheduler using web services can make OTRS slow or non-responsive. Therefore it is highly recommend to use asynchronous event triggers as often as possible.

To add an Event trigger, first select the event family from the first list, then the event name from the second list, then set the asynchronous property (if unchecked means that the event trigger will not be asynchronous) and finally click on the plus button. A new event trigger will be created and it will be listed on the invoker "Event Triggers" list.

To delete an Event trigger, simply locate the event trigger to be deleted in the "Event Triggers" list and click on the trash icon at the end of the row. This will open a dialog that asks you if you are sure to delete the event trigger. Click "Delete" to remove the event trigger from the list, or "Cancel" to close the dialog.

In the left part of the screen on the action column you have the options: "Go back to web service" (discarding all changes since the last save) and "Delete". If you click on the last one, a dialog will emerge and ask you if you like to remove the invoker. Click on the "Delete" button to confirm the removal of the invoker and its configuration or "Cancel" to close the delete dialog.

Figure: Web service invoker.

Web Service Mapping

There are cases where you need to transform the data from one format to another (map or change data structure), because normally a web service is used to interact with a Remote System, that is highly probable that is not another OTRS system and / or could not understand the OTRS data structures and values. In these cases some or all values have to be changed, and sometimes even the names of the values (keys) or even the complete structure, in order to match with the expected data on the other end. To accomplish this task the Generic Interface Mapping Layer exists.

Each Remote System has it own data structures and it is possible to create new mapping modules for each case (e.g. there is a customized mapping module for SAP Solution Manager shipped with OTRS), but it is not always necessary. The module Mapping::Simple should cover most of the mapping needs.

Note

When Mapping::Simple does not cover all mapping needs for a web service, a new mapping module should be created. To learn more about how to create new mapping modules please consult the OTRS Development Manual.

This module gives you the opportunity to set default values to map for each key or value for the whole communication data.

At the beginning of the screen you will see a general section where you can set the default rules that will apply for all the unmapped keys and values. There are three options available, these options are listed below:

• Keep (leave unchanged): doesn't touch the keys or values in any way.

• Ignore (drop key/value pair): when this is applied to the key it deletes the key and value, because when a key is deleted then in consequence its associated value is deleted too. When this is applied to the value, only the value is deleted, keeping the key, that now will be associated to an empty value.

• MapTo (use provided key or value as default): all keys and / or values without a defined map rule, will use this as default, when you select this option a new text field will appear to set this default.

Clicking on the "+" button for new key map, will display a new box for a single mapping configuration. You can add as many key mappings as needed. Just click on the "+" button again and a new mapping box will appear below the existing one. From this mapping boxes you can define a map for a single key, with the next options:

• Exact value(s): the old key string will be changed to a new one if the old key matches exactly.

• Regular expression: The key string will be replaced following a regular expression rule.

Pressing the new value map "+" button will display a new row for a value map. Here it is also possible to define rules for each value to be mapped with the same options as for the key map (Exact value and Regular expression). You can add as many values to map as needed, and if you want to delete one of them, just click on the "-" button for each mapping value row.

Deleting the complete key mapping section (box) is possible, just push on the "-" button located on the up right corner of each box that you want to delete.

If you need to delete a complete mapping configuration: go back to the corresponding operation or invoker screen, look for the mapping direction that you select before and set its value to "-", and save the configuration to apply changes.

Figure: Web service mapping.

This connector is capable to create a valid SessionID that can be used in any other operation.

                            
      <SessionCreate>
         <!--You have a MANDATORY CHOICE of the next 2 items at this level-->
         <!--Optional:-->
         <UserLogin>?</UserLogin>
         <!--Optional:-->
         <CustomerUserLogin>?</CustomerUserLogin>
         <!--Optional:-->
         <Password>?</Password>
      </SessionCreate>
                            
                        

This connector supplies the basic functionality to interact with tickets

                            
      <TicketCreate>
         <!--You have a MANDATORY CHOICE of the next 3 items at this level-->
         <!--Optional:-->
         <UserLogin>?</UserLogin>
         <!--Optional:-->
         <CustomerUserLogin>?</CustomerUserLogin>
         <!--Optional:-->
         <SessionID>?</SessionID>
         <!--Optional:-->
         <Password>?</Password>
         <Ticket>
            <Title>?</Title>
            <!--You have a MANDATORY CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <QueueID>?</QueueID>
            <!--Optional:-->
            <Queue>?</Queue>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <TypeID>?</TypeID>
            <!--Optional:-->
            <Type>?</Type>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ServiceID>?</ServiceID>
            <!--Optional:-->
            <Service>?</Service>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <SLAID>?</SLAID>
            <!--Optional:-->
            <SLA>?</SLA>
            <!--You have a MANDATORY CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <StateID>?</StateID>
            <!--Optional:-->
            <State>?</State>
            <!--You have a MANDATORY CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <PriorityID>?</PriorityID>
            <!--Optional:-->
            <Priority>?</Priority>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <OwnerID>?</OwnerID>
            <!--Optional:-->
            <Owner>?</Owner>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ResponsibleID>?</ResponsibleID>
            <!--Optional:-->
            <Responsible>?</Responsible>
            <CustomerUser>?</CustomerUser>
            <!--Optional:-->
            <CustomerID>?</CustomerID>
            <!--Optional:-->
            <PendingTime>
               <Year>?</Year>
               <Month>?</Month>
               <Day>?</Day>
               <Hour>?</Hour>
               <Minute>?</Minute>
            </PendingTime>
         </Ticket>
         <Article>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ArticleTypeID>?</ArticleTypeID>
            <!--Optional:-->
            <ArticleType>?</ArticleType>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <SenderTypeID>?</SenderTypeID>
            <!--Optional:-->
            <SenderType>?</SenderType>
            <!--Optional:-->
            <From>?</From>
            <Subject>?</Subject>
            <Body>?</Body>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ContentType>?</ContentType>
            <Charset>?</Charset>
            <MimeType>?</MimeType>
            <!--Optional:-->
            <HistoryType>?</HistoryType>
            <!--Optional:-->
            <HistoryComment>?</HistoryComment>
            <!--Optional:-->
            <AutoResponseType>?</AutoResponseType>
            <!--Optional:-->
            <TimeUnit>?</TimeUnit>
            <!--Optional:-->
            <NoAgentNotify>?</NoAgentNotify>
            <!--Zero or more repetitions:-->
            <ForceNotificationToUserID>?</ForceNotificationToUserID>
            <!--Zero or more repetitions:-->
            <ExcludeNotificationToUserID>?</ExcludeNotificationToUserID>
            <!--Zero or more repetitions:-->
            <ExcludeMuteNotificationToUserID>?</ExcludeMuteNotificationToUserID>
         </Article>
         <!--Zero or more repetitions:-->
         <DynamicField>
            <Name>?</Name>
            <!--1 or more repetitions:-->
            <Value>?</Value>
         </DynamicField>
         <!--Zero or more repetitions:-->
         <Attachment>
            <Content>cid:61886944659</Content>
            <ContentType>?</ContentType>
            <Filename>?</Filename>
         </Attachment>
      </TicketCreate>
                            
                        

                            
      <TicketUpdate>
         <!--You have a MANDATORY CHOICE of the next 3 items at this level-->
         <!--Optional:-->
         <UserLogin>?</UserLogin>
         <!--Optional:-->
         <CustomerUserLogin>?</CustomerUserLogin>
         <!--Optional:-->
         <SessionID>?</SessionID>
         <!--Optional:-->
         <Password>?</Password>
         <!--You have a CHOICE of the next 2 items at this level-->
         <TicketID>?</TicketID>
         <TicketNumber>?</TicketNumber>
         <!--Optional:-->
         <Ticket>
            <!--Optional:-->
            <Title>?</Title>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <QueueID>?</QueueID>
            <!--Optional:-->
            <Queue>?</Queue>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <TypeID>?</TypeID>
            <!--Optional:-->
            <Type>?</Type>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ServiceID>?</ServiceID>
            <!--Optional:-->
            <Service>?</Service>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <SLAID>?</SLAID>
            <!--Optional:-->
            <SLA>?</SLA>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <StateID>?</StateID>
            <!--Optional:-->
            <State>?</State>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <PriorityID>?</PriorityID>
            <!--Optional:-->
            <Priority>?</Priority>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <OwnerID>?</OwnerID>
            <!--Optional:-->
            <Owner>?</Owner>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ResponsibleID>?</ResponsibleID>
            <!--Optional:-->
            <Responsible>?</Responsible>
            <!--Optional:-->
            <CustomerUser>?</CustomerUser>
            <!--Optional:-->
            <CustomerID>?</CustomerID>
            <!--Optional:-->
            <PendingTime>
               <Year>?</Year>
               <Month>?</Month>
               <Day>?</Day>
               <Hour>?</Hour>
               <Minute>?</Minute>
            </PendingTime>
         </Ticket>
         <!--Optional:-->
         <Article>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ArticleTypeID>?</ArticleTypeID>
            <!--Optional:-->
            <ArticleType>?</ArticleType>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <SenderTypeID>?</SenderTypeID>
            <!--Optional:-->
            <SenderType>?</SenderType>
            <!--Optional:-->
            <From>?</From>
            <Subject>?</Subject>
            <Body>?</Body>
            <!--You have a CHOICE of the next 2 items at this level-->
            <!--Optional:-->
            <ContentType>?</ContentType>
            <Charset>?</Charset>
            <MimeType>?</MimeType>
            <!--Optional:-->
            <HistoryType>?</HistoryType>
            <!--Optional:-->
            <HistoryComment>?</HistoryComment>
            <!--Optional:-->
            <AutoResponseType>?</AutoResponseType>
            <!--Optional:-->
            <TimeUnit>?</TimeUnit>
            <!--Optional:-->
            <NoAgentNotify>?</NoAgentNotify>
            <!--Zero or more repetitions:-->
            <ForceNotificationToUserID>?</ForceNotificationToUserID>
            <!--Zero or more repetitions:-->
            <ExcludeNotificationToUserID>?</ExcludeNotificationToUserID>
            <!--Zero or more repetitions:-->
            <ExcludeMuteNotificationToUserID>?</ExcludeMuteNotificationToUserID>
         </Article>
         <!--Zero or more repetitions:-->
         <DynamicField>
            <Name>?</Name>
            <!--1 or more repetitions:-->
            <Value>?</Value>
         </DynamicField>
         <!--Zero or more repetitions:-->
         <Attachment>
            <Content>cid:166861569966</Content>
            <ContentType>?</ContentType>
            <Filename>?</Filename>
         </Attachment>
      </TicketUpdate>
                            
                        

                            
      <TicketGet>
         <!--You have a MANDATORY CHOICE of the next 3 items at this level-->
         <!--Optional:-->
         <UserLogin>?</UserLogin>
         <!--Optional:-->
         <CustomerUserLogin>?</CustomerUserLogin>
         <!--Optional:-->
         <SessionID>?</SessionID>
         <!--Optional:-->
         <Password>?</Password>
         <!--1 or more repetitions:-->
         <TicketID>?</TicketID>
         <!--Optional:-->
         <DynamicFields>?</DynamicFields>
         <!--Optional:-->
         <Extended>?</Extended>
         <!--Optional:-->
         <AllArticles>?</AllArticles>
         <!--Optional:-->
         <ArticleSenderType>?</ArticleSenderType>
         <!--Optional:-->
         <ArticleOrder>?</ArticleOrder>
         <!--Optional:-->
         <ArticleLimit>?</ArticleLimit>
         <!--Optional:-->
         <Attachments>?</Attachments>
         <!--Optional:-->
         <HTMLBodyAsAttachment>?</HTMLBodyAsAttachment>
      </TicketGet>
                            
                        

                            
      <TicketSearch>
         <!--You have a MANDATORY CHOICE of the next 3 items at this level-->
         <!--Optional:-->
         <UserLogin>?</UserLogin>
         <!--Optional:-->
         <CustomerUserLogin>?</CustomerUserLogin>
         <!--Optional:-->
         <SessionID>?</SessionID>
         <!--Optional:-->
         <Password>?</Password>
         <!--Optional:-->
         <Limit>?</Limit>
         <!--Zero or more repetitions:-->
         <TicketNumber>?</TicketNumber>
         <!--Zero or more repetitions:-->
         <Title>?</Title>
         <!--Zero or more repetitions:-->
         <Queues>?</Queues>
         <!--Zero or more repetitions:-->
         <QueueIDs>?</QueueIDs>
         <!--Optional:-->
         <UseSubQueues>?</UseSubQueues>
         <!--Zero or more repetitions:-->
         <Types>?</Types>
         <!--Zero or more repetitions:-->
         <TypeIDs>?</TypeIDs>
         <!--Zero or more repetitions:-->
         <States>?</States>
         <!--Zero or more repetitions:-->
         <StateIDs>?</StateIDs>
         <!--Zero or more repetitions:-->
         <StateType>?</StateType>
         <!--Zero or more repetitions:-->
         <StateTypeIDs>?</StateTypeIDs>
         <!--Zero or more repetitions:-->
         <Priorities>?</Priorities>
         <!--Zero or more repetitions:-->
         <PriorityIDs>?</PriorityIDs>
         <!--Zero or more repetitions:-->
         <Services>?</Services>
         <!--Zero or more repetitions:-->
         <ServiceIDs>?</ServiceIDs>
         <!--Zero or more repetitions:-->
         <SLAs>?</SLAs>
         <!--Zero or more repetitions:-->
         <SLAIDs>?</SLAIDs>
         <!--Zero or more repetitions:-->
         <Locks>?</Locks>
         <!--Zero or more repetitions:-->
         <LockIDs>?</LockIDs>
         <!--Zero or more repetitions:-->
         <OwnerIDs>?</OwnerIDs>
         <!--Zero or more repetitions:-->
         <ResponsibleIDs>?</ResponsibleIDs>
         <!--Zero or more repetitions:-->
         <WatchUserIDs>?</WatchUserIDs>
         <!--Zero or more repetitions:-->
         <CustomerID>?</CustomerID>
         <!--Zero or more repetitions:-->
         <CustomerUserLogin>?</CustomerUserLogin>
         <!--Zero or more repetitions:-->
         <CreatedUserIDs>?</CreatedUserIDs>
         <!--Zero or more repetitions:-->
         <CreatedTypes>?</CreatedTypes>
         <!--Zero or more repetitions:-->
         <CreatedTypeIDs>?</CreatedTypeIDs>
         <!--Zero or more repetitions:-->
         <CreatedPriorities>?</CreatedPriorities>
         <!--Zero or more repetitions:-->
         <CreatedPriorityIDs>?</CreatedPriorityIDs>
         <!--Zero or more repetitions:-->
         <CreatedStates>?</CreatedStates>
         <!--Zero or more repetitions:-->
         <CreatedStateIDs>?</CreatedStateIDs>
         <!--Zero or more repetitions:-->
         <CreatedQueues>?</CreatedQueues>
         <!--Zero or more repetitions:-->
         <CreatedQueueIDs>?</CreatedQueueIDs>
         <!--Zero or more repetitions:-->
         <DynamicFields>
            <!--You have a MANDATORY CHOICE of the next 6 items at this level-->
            <!--Optional:-->
            <Equals>?</Equals>
            <!--Optional:-->
            <Like>?</Like>
            <!--Optional:-->
            <GreaterThan>?</GreaterThan>
            <!--Optional:-->
            <GreaterThanEquals>?</GreaterThanEquals>
            <!--Optional:-->
            <SmallerThan>?</SmallerThan>
            <!--Optional:-->
            <SmallerThanEquals>?</SmallerThanEquals>
         </DynamicFields>
         <!--Optional:-->
         <Ticketflag>
            <!--Optional:-->
            <Seen>?</Seen>
         </Ticketflag>
         <!--Optional:-->
         <From>?</From>
         <!--Optional:-->
         <To>?</To>
         <!--Optional:-->
         <Cc>?</Cc>
         <!--Optional:-->
         <Subject>?</Subject>
         <!--Optional:-->
         <Body>?</Body>
         <!--Optional:-->
         <FullTextIndex>?</FullTextIndex>
         <!--Optional:-->
         <ContentSearch>?</ContentSearch>
         <!--Optional:-->
         <ConditionInline>?</ConditionInline>
         <!--Optional:-->
         <ArticleCreateTimeOlderMinutes>?</ArticleCreateTimeOlderMinutes>
         <!--Optional:-->
         <ArticleCreateTimeNewerMinutes>?</ArticleCreateTimeNewerMinutes>
         <!--Optional:-->
         <ArticleCreateTimeNewerDate>?</ArticleCreateTimeNewerDate>
         <!--Optional:-->
         <ArticleCreateTimeOlderDate>?</ArticleCreateTimeOlderDate>
         <!--Optional:-->
         <TicketCreateTimeOlderMinutes>?</TicketCreateTimeOlderMinutes>
         <!--Optional:-->
         <ATicketCreateTimeNewerMinutes>?</ATicketCreateTimeNewerMinutes>
         <!--Optional:-->
         <TicketCreateTimeNewerDate>?</TicketCreateTimeNewerDate>
         <!--Optional:-->
         <TicketCreateTimeOlderDate>?</TicketCreateTimeOlderDate>
         <!--Optional:-->
         <TicketLastChangeTimeOlderMinutes>?</TicketLastChangeTimeOlderMinutes>
         <!--Optional:-->
         <TicketLastChangeTimeNewerMinutes>?</TicketLastChangeTimeNewerMinutes>
         <!--Optional:-->
         <TicketLastChangeTimeNewerDate>?</TicketLastChangeTimeNewerDate>
         <!--Optional:-->
         <TicketLastChangeTimeOlderDate>?</TicketLastChangeTimeOlderDate>
         <!--Optional:-->
         <TicketChangeTimeOlderMinutes>?</TicketChangeTimeOlderMinutes>
         <!--Optional:-->
         <TicketChangeTimeNewerMinutes>?</TicketChangeTimeNewerMinutes>
         <!--Optional:-->
         <TicketChangeTimeNewerDate>?</TicketChangeTimeNewerDate>
         <!--Optional:-->
         <TicketChangeTimeOlderDate>?</TicketChangeTimeOlderDate>
         <!--Optional:-->
         <TicketCloseTimeOlderMinutes>?</TicketCloseTimeOlderMinutes>
         <!--Optional:-->
         <TicketCloseTimeNewerMinutes>?</TicketCloseTimeNewerMinutes>
         <!--Optional:-->
         <TicketCloseTimeNewerDate>?</TicketCloseTimeNewerDate>
         <!--Optional:-->
         <TicketCloseTimeOlderDate>?</TicketCloseTimeOlderDate>
         <!--Optional:-->
         <TicketPendingTimeOlderMinutes>?</TicketPendingTimeOlderMinutes>
         <!--Optional:-->
         <TicketPendingTimeNewerMinutes>?</TicketPendingTimeNewerMinutes>
         <!--Optional:-->
         <TicketPendingTimeNewerDate>?</TicketPendingTimeNewerDate>
         <!--Optional:-->
         <TicketPendingTimeOlderDate>?</TicketPendingTimeOlderDate>
         <!--Optional:-->
         <TicketEscalationTimeOlderMinutes>?</TicketEscalationTimeOlderMinutes>
         <!--Optional:-->
         <TTicketEscalationTimeNewerMinutes>?</TTicketEscalationTimeNewerMinutes>
         <!--Optional:-->
         <TicketEscalationTimeNewerDate>?</TicketEscalationTimeNewerDate>
         <!--Optional:-->
         <TicketEscalationTimeOlderDate>?</TicketEscalationTimeOlderDate>
         <!--Optional:-->
         <ArchiveFlags>?</ArchiveFlags>
         <!--Zero or more repetitions:-->
         <OrderBy>?</OrderBy>
         <!--Zero or more repetitions:-->
         <SortBy>?</SortBy>
         <!--Zero or more repetitions:-->
         <CustomerUserID>?</CustomerUserID>
      </TicketSearch>
                            
                        

The following is a basic but complete web service configuration file in YAML format to use all the Ticket Connector operations with the SOAP network transport. In order to use it in OTRS you need to copy the content, save it into a file and call it GenericTicketConnectorSOAP.yml, and import it into OTRS in the Web Services screen in the Admin panel by clicking in the "Add web service" action from the overview screen and then clicking in the "Import web service" action in the add screen.

                    
---
Debugger:
  DebugThreshold: debug
  TestMode: 0
Description: Ticket Connector SOAP Sample
FrameworkVersion: 3.4.x git
Provider:
  Operation:
    SessionCreate:
      Description: Creates a Session
      MappingInbound: {}
      MappingOutbound: {}
      Type: Session::SessionCreate
    TicketCreate:
      Description: Creates a Ticket
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketCreate
    TicketUpdate:
      Description: Updates a Ticket
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketUpdate
    TicketGet:
      Description: Retrieve Ticket data
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketGet
    TicketSearch:
      Description: Search for Tickets
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketSearch
  Transport:
    Config:
      MaxLength: 100000000
      NameSpace: http://www.otrs.org/TicketConnector/
    Type: HTTP::SOAP
RemoteSystem: ''
Requester:
  Transport:
    Type: ''
                    
                

Similar example can be done for the REST network transport, REST web services uses HTTP operations such as "POST", "GET", "PUT", "PATCH" etc. This operations in conjunction with a URI path called resource defines a OTRS Generic Interface Operation or Invoker (depending on the communication way).

The following example uses /Session resource for SessionCreate, /Ticket resource for TicketSearch and TicketCreate and resource /Ticket/{TicketID} for TicketGet and TicketUpdate (Where {TicketID} is the actual TicketID value of a ticket e.g. /Ticket/123). In order to use it in OTRS you need to copy the content, save it into a file and call it GenericTicketConnectorREST.yml, and import it into OTRS in the Web Services screen in the Admin panel by clicking in the "Add web service" action from the overview screen and then clicking in the "Import web service" action in the add screen.

                    
---
Debugger:
  DebugThreshold: debug
  TestMode: '0'
Description: Ticket Connector REST Sample
FrameworkVersion: 3.4.x git
Provider:
  Operation:
    SessionCreate:
      Description: Creates a Session
      MappingInbound: {}
      MappingOutbound: {}
      Type: Session::SessionCreate
    TicketCreate:
      Description: Creates a Ticket
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketCreate
    TicketGet:
      Description: Retrieves Ticket data
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketGet
    TicketSearch:
      Description: Search for Tickets
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketSearch
    TicketUpdate:
      Description: Updates a Ticket
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketUpdate
  Transport:
    Config:
      KeepAlive: ''
      MaxLength: '100000000'
      RouteOperationMapping:
        SessionCreate:
          RequestMethod:
          - POST
          Route: /Session
        TicketCreate:
          RequestMethod:
          - POST
          Route: /Ticket
        TicketGet:
          RequestMethod:
          - GET
          Route: /Ticket/:TicketID
        TicketSearch:
          RequestMethod:
          - GET
          Route: /Ticket
        TicketUpdate:
          RequestMethod:
          - PATCH
          Route: /Ticket/:TicketID
    Type: HTTP::REST
RemoteSystem: ''
Requester:
  Transport:
    Type: ''
                    
                

The following code is a Perl script that can connect to OTRS via the generic interface. In order to perform the operations provided by the Ticket Connector, it uses two Perl CPAN modules SOAP::Lite and Data::Dumper. Please make sure that your environment is capable to use these modules before you try to run the script.

                    
#!/usr/bin/perl -w
# --
# otrs.SOAPRequest.pl - sample to send a SOAP request to OTRS Generic Interface Ticket Connector
# Copyright (C) 2001-2018 OTRS AG, https://otrs.com/
# --
# This program is free software: you can redistribute it and/or modify
# it under the terms of the GNU General Public License as published by
# the Free Software Foundation, either version 3 of the License, or
# (at your option) any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program. If not, see https://www.gnu.org/licenses/gpl-3.0.txt.
# --

use strict;
use warnings;

# use ../ as lib location
use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);

use SOAP::Lite;
use Data::Dumper;

# ---
# Variables to be defined.

# this is the URL for the web service
# the format is
# <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/<WEB_SERVICE_NAME>
# or
# <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/WebserviceID/<WEB_SERVICE_ID>
my $URL = 'http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector';

# this name space should match the specified name space in the SOAP transport for the web service.
my $NameSpace = 'http://www.otrs.org/TicketConnector/';

# this is operation to execute, it could be TicketCreate, TicketUpdate, TicketGet, TicketSearch
# or SessionCreate. and they must to be defined in the web service.
my $Operation = 'TicketCreate';

# this variable is used to store all the parameters to be included on a request in XML format. Each
# operation has a determined set of mandatory and non mandatory parameters to work correctly. Please
# check the OTRS Admin Manual in order to get a complete list of parameters.
my $XMLData = '
<UserLogin>some user login</UserLogin>
<Password>some password</Password>
<Ticket>
    <Title>some title</Title>
    <CustomerUser>some customer user login</CustomerUser>
    <Queue>some queue</Queue>
    <State>some state</State>
    <Priority>some priority</Priority>
</Ticket>
<Article>
    <Subject>some subject</Subject>
    <Body>some body</Body>
    <ContentType>text/plain; charset=utf8</ContentType>
</Article>
';

# ---

# create a SOAP::Lite data structure from the provided XML data structure.
my $SOAPData = SOAP::Data
    ->type( 'xml' => $XMLData );

my $SOAPObject = SOAP::Lite
    ->uri($NameSpace)
    ->proxy($URL)
    ->$Operation($SOAPData);

# check for a fault in the soap code.
if ( $SOAPObject->fault ) {
    print $SOAPObject->faultcode, " ", $SOAPObject->faultstring, "\n";
}

# otherwise print the results.
else {

    # get the XML response part from the SOAP message.
    my $XMLResponse = $SOAPObject->context()->transport()->proxy()->http_response()->content();

    # deserialize response (convert it into a perl structure).
    my $Deserialized = eval {
        SOAP::Deserializer->deserialize($XMLResponse);
    };

    # remove all the headers and other not needed parts of the SOAP message.
    my $Body = $Deserialized->body();

    # just output relevant data and no the operation name key (like TicketCreateResponse).
    for my $ResponseKey ( keys %{$Body} ) {
        print Dumper( $Body->{$ResponseKey} );
    }
}
                    
                

The following code is a Perl script that can connect to OTRS via the generic interface. In order to perform the operations provided by the Ticket Connector, it uses three Perl CPAN modules JSON, REST::Client and Data::Dumper. Please make sure that your environment is capable to use these modules before you try to run the script.

                    
#!/usr/bin/perl
# --
# otrs.RESTRequest.pl - sample to send a REST request to OTRS Generic Interface Ticket Connector
# Copyright (C) 2001-2018 OTRS AG, https://otrs.com/
# --
# This program is free software: you can redistribute it and/or modify
# it under the terms of the GNU General Public License as published by
# the Free Software Foundation, either version 3 of the License, or
# (at your option) any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program. If not, see https://www.gnu.org/licenses/gpl-3.0.txt.
# --

use strict;
use warnings;

## nofilter(TidyAll::Plugin::OTRS::Perl::Dumper)

# use ../ as lib location
use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);

use JSON;
use REST::Client;

# ---
# Variables to be defined

# This is the HOST for the web service the format is:
# <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl
my $Host = 'http://localhost/otrs/nph-genericinterface.pl';

my $RestClient = REST::Client->new(
    {
        host => $Host,
    }
);

# This is the Controller and Request the format is:
# /Webservice/<WEB_SERVICE_NAME>/<RESOURCE>/<REQUEST_VALUE>
# or
# /WebserviceID/<WEB_SERVICE_ID>/<RESOURCE>/<REQUEST_VALUE>
# This example will retrieve the Ticket with the TicketID = 1 (<REQUEST_VALUE>)
my $ControllerAndRequest = '/Webservice/GenericTicketConnectorREST/Ticket/1';

my $Params = {
    UserLogin     => "some user login",       # to be filled with valid agent login
    Password      => "some user password",    # to be filled with valid agent password
    DynamicFields => 1,                       # optional, if set to 1,
                                              # ticket dynamic fields included in response
    AllArticles   => 1,                       # optional, if set to 1,
                                              # all ticket articles are included in response
                                              # more options to be found in
         # /Kernel/GenericInterface/Operation/Ticket/TicketGet.pm's
         # Run() subroutine documentation.
};

my @RequestParam;

# As sample web service configuration for TicketGet uses HTTP method GET all other parameters needs
# to be sent as URI query parameters

# ----
# For GET method
my $QueryParams = $RestClient->buildQuery( %{ $Params } );

$ControllerAndRequest .= $QueryParams;

# The @RequestParam array on position 0 holds controller and request
@RequestParam = ($ControllerAndRequest);

$RestClient->GET(@RequestParam);
# ----

# # ----
# # For POST method
# my $JSONParams = encode_json $Params;

# # The @RequestParam array on position 0 holds controller and request
# # on position 1 it holds the JSON data string that gets posted
# @RequestParam = (
#   $ControllerAndRequest,
#   $JSONParams
# );

# $RestClient->POST(@RequestParam);
# # ----

# If the host isn't reachable, wrong configured or couldn't serve the requested page:
my $ResponseCode = $RestClient->responseCode();
if ( $ResponseCode ne '200' ) {
    print "Request failed, response code was: $ResponseCode\n";
    exit;
}

# If the request was answered correctly, we receive a JSON string here.
my $ResponseContent = $RestClient->responseContent();

my $Data = decode_json $ResponseContent;

# Just to print out the returned Data structure:
use Data::Dumper;
print "Response was:\n";
print Dumper($Data);

                    
                

Given the above example on a REST configuration for Generic Ticket Connector we have that:

For Ticket Create: use POST method on /Ticket path.

For Ticket Search: use GET method on /Ticket path.

For Ticket Update: use PATCH method on /Ticket/{TicketID} path (where {TicketID} is a template represented by :TicketID in the transport configuration)

For Ticket Get: use GET method on /Ticket/{TicketID} path (where {TicketID} is a template represented by :TicketID in the transport configuration)

shell> curl "http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket?UserLogin=agent&Password=123" -H "Content-Type: application/json" -d "{\"Ticket\":{\"Title\":\"REST Create Test\", \"Type\": \"Unclassified\", \"Queue\":\"Raw\",\"State\":\"open\",\"Priority\":\"3 normal\",\"CustomerUser\":\"customer\"},\"Article\":{\"Subject\":\"Rest Create Test\",\"Body\":\"This is only a test\",\"ContentType\":\"text/plain; charset=utf8\"}}"  -X POST

                    

{
  "ArticleID":5484,
  "TicketNumber":"1001936",
  "TicketID":"1686"
}
                    

curl "http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket/1686?UserLogin=agent&Password=123"

                    

{
  "Ticket": [
    {
      "Age": 777,
      "PriorityID": 3,
      "ServiceID": "",
      "Type": "Unclassified",
      "Responsible": "root@localhost",
      "StateID": 4,
      "ResponsibleID": 1,
      "ChangeBy": 2,
      "EscalationTime": 0,
      "Changed": "2014-06-30 19:08:14",
      "OwnerID": 2,
      "RealTillTimeNotUsed": 0,
      "GroupID": 1,
      "Owner": "agent",
      "CustomerID": "OTRS",
      "TypeID": 1,
      "Created": "2014-06-30 19:08:12",
      "Priority": "3 normal",
      "UntilTime": 0,
      "EscalationUpdateTime": 0,
      "QueueID": 2,
      "Queue": "Raw",
      "State": "open",
      "Title": "REST Create Test",
      "CreateBy": 2,
      "TicketID": 1686,
      "StateType": "open",
      "EscalationResponseTime": 0,
      "UnlockTimeout": 0,
      "EscalationSolutionTime": 0,
      "LockID": 1,
      "TicketNumber": "1001936",
      "ArchiveFlag": "n",
      "Lock": "unlock",
      "CreateTimeUnix": 1404173292,
      "SLAID": "",
      "CustomerUserID": "customer"
    }
  ]
}
                    

curl "http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket/1686?UserLogin=agent&Password=123" -H "Content-Type: application/json" -d "{\"Ticket\":{\"Queues\":\"Postmaster\"}}"  -X PATCH

                    

{
  "TicketNumber":"1001936",
  "TicketID":"1686"
}
                    

curl "http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket?UserLogin=agent&Password=123&Queue=Postmaster"

                    

{
  "TicketID": [
    "1686",
    "102",
    "100",
    "1"
  ]
}