OTRS integration

Added by Terence Mill about 8 years ago

Does someone has integrated OTRS and Redmine such way, that tickets intially reported in otrs get automatically imported in redmine. Second we would like that if we close ticket in redmine, the correspdonding ticket in otrs shall be closed also.

I read about a soap ws in otrs, but integration seems not be trivial. Maybe we also can make otrs do action when receiving email/ticket get created, e.g forward an email with complete otrs ticket content which get imported by redmine imap ticket import. Or otrs have a "plugin" which created tickets in redmine via rest api.

Tx for help!

Replies (10)

RE: OTRS integration - Added by Joerg Landsiedel over 7 years ago

Anything new on this topic?
I am also interested in integrating the two systems.
We already make use of OTRS primary to manage requests and incident reports from our customers but also for our backoffice and internal it service.
But we would like to use redmine to trac development tasks (we are a software developing company).
So I am also interested in putting these two systems together.
There is no system that fits for all our needs (Redmine has a good view on the related sourcecode for example!). So it would make sense to use both.

RE: OTRS integration - Added by Alexander Franksmann over 7 years ago

Hello,
would be great if someone has an solution.
If you guys find something I encourage you to share it.

bye

Alexander

RE: OTRS integration - Added by Matthias Hahn over 7 years ago

I did an basic Iteration with the REST Api of Redmine.

I´m able to create an Issue in Redmine from an OTRS FreeText Popup and save the ID of the Redmine Issue in an dynamic Field of OTRS.
In redmine i got a custom field with the https://github.com/edavis10/redmine_url_custom_field that points to the OTRS ticket.
In OTRS in the TicketZoom I see the status and the Owner of the Redmine Issue.
I´m not able to change the status of the OTRS Ticket when i close the Redmine Issue. It isn´t that easy, when you think about it....

I could share my code somehow, if someone is interest.
It´s all done by Ajax with the jquery of OTRS.

Matthias

RE: OTRS integration - Added by Jussuf Douidi about 7 years ago

Hello matthias,

I'll appreciate it, if you could share your code.

Jussuf

RE: OTRS integration - Added by Terence Mill about 7 years ago

I am also very interested.
Would be great if you can share it, best would be github.
Tx for contributing.

RE: OTRS integration - Added by Leonardo Ferraro almost 7 years ago

I am also very interested :)

RE: OTRS integration - Added by Terence Mill almost 7 years ago

Checkout the chili otrs plugin, it works also for redmine:

https://github.com/EugenMayer/chiliproject_otrs2_chili

RE: OTRS integration - Added by Matthias Hahn over 4 years ago

I wrote down what I did! :) ...3 years later ...

Have a look at https://github.com/Mattes1000/otrs-redmine

RE: OTRS integration - Added by Kiran Kotkar about 4 years ago

Hi Matthias,

We have issues for configure OTRS-Redmine integration, I have running OTRS 4.0.7 and redmine version is 2.5.2.

for the same we have issue for convert .dtl files, Would you please share if you have updated code to done this task.

Regards,
Kiran

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