/OTRS-Ticket-Notification-To-RocketChat-Channel

OTRS - Send a rocket chat notification in Rocket Chat channel upon ticket action. E.g: TicketQueueUpdate

Primary LanguagePerlGNU General Public License v3.0GPL-3.0

OTRS-Ticket-Notification-To-RocketChat-Channel

Send a rocket chat notification in Rocket Chat channel upon ticket action. E.g: TicketQueueUpdate

  1. RC must be configured to accept incoming webhook.
    Administration -> Integration -> New integration -> Incoming WebHook
  • Enabled: True
  • Name: OTRS Notification
  • Post to channel: #helpdesk
  • Post as: rocket.cat
  • Alias: OTRS Bot

Then, submit/save. Open back this webhook, take note on the 'Webhook URL'

#bot also need to have permission in mention here and mention all

  1. Update the RocketChat Webhook URL at System Configuration > TicketRocketChat::Webhook

  2. Update the RocketChat Queue->Channel in System Configuration >TicketRocketChat::Channel

Queue 1 Name => RocketChat channel
Helpdesk => #helpdesk
an so on..

  1. Admin must create a new Generic Agent (GA) with option to execute custom module.

Execute Custom Module => Module => Kernel::System::Ticket::Event::TicketRocketChat

[MANDATORY PARAM]

Param 1 Key => Text1
Param 1 Value => *Text to be sent to the user.
#Also support OTRS ticket TAG only.
#Also support <OTRS_NOTIFICATION_RECIPIENT_UserFullname>, <OTRS_OWNER_UserFullname>, <OTRS_RESPONSIBLE_UserFullname> and <OTRS_CUSTOMER_UserFullname> tag.

[OPTINAL PARAM]

Param 2 Key => Text2
Param 2 Value => *Additional text to be sent to the user.
#Also support OTRS ticket TAG only. #Also support <OTRS_NOTIFICATION_RECIPIENT_UserFullname>, <OTRS_OWNER_UserFullname>, <OTRS_RESPONSIBLE_UserFullname> and <OTRS_CUSTOMER_UserFullname> tag.

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