About

RS4OTRS_API package is used for communication with OTRS server.

Installation

  • Install the JSON API package version 6.41.0 or later on the OTRS6 server.

  • In the zzz_otrs.conf file (documentation link) inside section <Location /otrs> you should write:

RewriteEngine on
RewriteRule "/api/(\w+)/(\w+)" "/otrs/json.pl?Action=$1&Subaction=$2" [QSA,L]
  • Restart Apache.

HTTP communication

API supports GET and POST HTTP requests, but for security reason you should use only POST ones with JSON body (application/json).

Auth token and permissions

Almost all methods require a special token. It can be taken from /auth/login call.

Without a token or with incorrect one you get an error:

{
    "Response": "ERROR",
    "Message": "Session invalid. Please log in again."
}

Some methods are checked for user permissions (Agent groups permissions). For such calls there is a field ``Need permissions’’ with group permissions list in this manual.

Error response

Except ``Session invalid.’’ there is also another common error response:

{
    "Message": "Please contact the administrator.",
    "Response": "ERROR"
}

which says that the problem is non-presumable for such case.

Request examples

POST request for /auth/login:

curl -s -X POST
  -H 'Content-Type: application/json' localhost/otrs/api/auth/login
  -d '{"User":"root@localhost", "Password": "kBHsn6"}'

GET request:

curl -s -X GET
"localhost/bin/api/auth/login?User=root@localhost&Password=kBHsn6"

Methods list

/auth

/customers

/filters

/queues

/services

/settings

/sla

/system

/tickets

/users

Mobile application part

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