/Znuny-Discord-Notification

Znuny ticket notification to Discord users via webservices

Primary LanguagePerlGNU General Public License v3.0GPL-3.0

Znuny-Discord-Notification

  • Znuny ticket notification to Discord users via webservices

  • Required at least Znuny LTS / Znuny Features

      - This is only for Notification Owner Update.
  - For others kind of notification, kindly create another Invoker. You may refer existing invoker (Owner Update) and existing HTTP::REST Configuration.
  - For the sake of simplicity, we will use perl script to open a channel ID with Discord instead using webservice.
  - OTRS / Znuny will use this opened Channel ID to send the DM Notification to the users via webservice.

  1. Create a Discord App and configure a bot.

    Reference: https://discord.com/developers/docs/getting-started#step-1-creating-an-app

    a) Take a note of bot token. e.g: abcdefghijklmn123456789

    b) For know, step 1 should be enough.

  1. Import the 'Discord Notification.yml' via Admin > Web Services.

  1. Update the Discord Bot Token (1a) at the created webservice.

    a) OTRS / Znuny as requester > Network transport (HTTP::REST) > Configure

    b) Authorization : Bot <DISCORD_BOT_TOKEN>

     E.g: Bot abcdefghijklmn123456789

    c) Save and finish

  1. Import and deploy ZZZAgentDiscord.xml at $OTRS_HOME/Kernel/Config/Files/XML/

  1. Import discord.pl at at $OTRS_HOME/scripts/ and assign proper permission and update bot token (1a)

     (-) Authorization => 'Bot <DISCORD_BOT_TOKEN>',
 (+) Authorization => 'Bot abcdefghijklmn123456789',

  1. a) Obtain the Discord ID for the users from Discord App

     - Click User Setting.  
 - Click the more icon "..."  
 - Click on "Copy User ID."

    b) execute discord.pl

     - this scripts will open an DM channel between bot and selected agent.
 - this scripts will update agent personal preferences -> Miscellaneous > User Discord Channel ID field with Discord Channel ID value.
 - you need to enter Discord User ID obtained from 6(a) above.
 - this script only need to run once per agents / users.

  1. Create a new Ticket Notification

     - Event: NotificationOwnerUpdate
 - Select Recipients: (Should be owners)
 - Select Notification Methods: Webservices 
 	-- Web service name: Discord Notification
 	-- Invoker: Owner Update 
 
 - Notification Body and Text
 	-- Anything as the actual value is set from XSLT itself.
  1. Make sure the Discord User is within same channel as Discord Bot.

discord-dm