Web Service Notification Transport

Ticket-Notification Configuration

For ticket notifications is a new transport method available: web service. Your are able to send notifications with anything what can be accessed with a web service. To help everyone with the configuration an example for Mattermost is available.

Requirements

  • You need a web service with a requester and invoker. The invoker is called for every single notification and recipient. Since we don’t know what your service is, we provide you as many data for each recipient.

Configuration

Multiple transport methods can be used in one ticket notification, or just e-mail or just a web service. The availabel settings should be easy to understand:

Configuration web service transport
  • Webservice name List of all available and enabled web services.

  • Invoker name - List of all invoker of the selected web service.

  • Asynchronous - How to execute the request, we recommend to use this option always.

  • Additional recipients - For additional recipients, values from dynamic fields like <OTRS_TICKET_DynamicField_xxx> can be used.

  • Article visible for customer - Creates an article, visibile to the customer, for the notification.

User preferences

In the user preferences, Notification Settings, the web service notifications can be activated or deactivated if the notification is configured therefore.

User preferences, notification settings

Webservice Notification Request

A separate request is executed for each recipient of the ticket notification, regardless of whether it is a regular or an additional recipient. The request contains all data of the invoker (use Ticket::Generic). And, as mentioned earlier details about the the recipient.

Use the debugger to learn more about the data which is passed to the invoker.

Example JSON data
  "Event": {
    "Recipient": {
      "Realname": "",
      "Type": "Additional",
      "IsVisibleForCustomer": null,
      "UserAdditional": "info@znuny.com"
    },
    "NotificationContentType": "text/html",
    "NotificationSubject": "New Ticket Created: [Ticket#2021012710123456] Znuny says hi!",
    "Attachments": [],
    "UserEmail": "",
    "NotificationBody": "\n<!DOCTYPE html PUBLIC \"-//W3C//DTD XHTML 1.0 Transitional//EN\" \"http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd\">\n<html>\n<head>\n    <meta http-equiv=\"Content-Type\" content=\"text/html; charset=UTF-8\">\n</head>\n<body>\n A new ticket [ticket#2021012710123456] Znuny says hi! has been created.\n    <br /><br />\n    test\n    <br />\n\n    <br /><br />\n</body>\n\n</html>\n",
    "UserCustomer": "",
    "TicketNumber": "2021012710123456",
    "UserAdditional": "info@znuny.com",
    "TicketID": "1"
  }

The object Recipient has always a field Type. This can be Agent, Customer or Additional.

Example JSON for an agent
  "Event": {
    "Recipient": {
      "AdminCommunicationLogPageShown": "25",
      "AdminDynamicFieldsOverviewPageShown": "25",
      "ChangeTime": "2021-08-03 08:35:51",
      "CreateTime": "2021-08-03 08:35:51",
      "MattermostUsername": "roy",
      "Type": "Agent",
      "UserCreateNextMask": "",
      "UserEmail": "no-reply@test.znuny.com",
      "UserFirstname": "John",
      "UserFullname": "John Doe",
      "UserID": "2",
      "UserLastViewsLimit": "5",
      "UserLastViewsPosition": "Avatar",
      "UserLastname": "Doe",
      "UserLogin": "jd",
      "UserLoginFailed": "1",
      "UserMobile": "",
      "UserPw": "066b8d8eb3cc778d65e9f01202b844020a26a8c838bc7f12e72c446ae8f22345",
      "UserRefreshTime": "0",
      "UserTicketOverviewMediumPageShown": "20",
      "UserTicketOverviewPreviewPageShown": "15",
      "UserTicketOverviewSmallPageShown": "25",
      "UserTitle": "",
      "ValidID": "1"
    },
    "NotificationContentType": "text/html",
    "NotificationSubject": "New Ticket Created: [Ticket#2021012710123456] Znuny says hi!",
    "Attachments": [],
    "UserEmail": "",
    "NotificationBody": "\n<!DOCTYPE html PUBLIC \"-//W3C//DTD XHTML 1.0 Transitional//EN\" \"http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd\">\n<html>\n<head>\n    <meta http-equiv=\"Content-Type\" content=\"text/html; charset=UTF-8\">\n</head>\n<body>\n A new ticket [ticket#2021012710123456] Znuny says hi! has been created.\n    <br /><br />\n    test\n    <br />\n\n    <br /><br />\n</body>\n\n</html>\n",
    "UserCustomer": "",
    "TicketNumber": "2021012710123456",
    "UserAdditional": "info@znuny.com",
    "TicketID": "1"
  }