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

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

OTRS-Ticket-Notification-To-RocketChat-Channel

• Built for OTRS CE v6.0.x

• Send a ticket notifictaion to Rocket Chat channel upon ticket action. E.g: TicketQueueUpdate

    Used CPAN Module:
    
    JSON::MaybeXS; #yum install -y perl-JSON-MaybeXS
    LWP::UserAgent;  #yum install -y perl-LWP-Protocol-https
    HTTP::Request::Common;	 
  

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 maybe also need to have permission in mention here and mention all

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

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

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

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

    [Mandatory][Name]: Up to you.
    [Mandatory][Event Based Execution] : Mandatory. Up to you. Example, TicketQueueUpdate for moving ticket to another queue
    [Optional][Select Ticket]: Optional. Up to you.
    [Mandatory][Execute Custom Module] : Module => Kernel::System::Ticket::Event::TicketRocketChat
   
    [Mandatory][Param 1 Key] : Text1  
    [Mandatory][Param 1 Value] : Text to be sent to the channel.
    [Optional][Param 2 Key] : Text2  
    [Optional][Param 2 Value] : Additional text to be sent to the channel.
   
    #Support OTRS ticket TAG only. bold, newline must be in HTML code.  
    #Support <OTRS_NOTIFICATION_RECIPIENT_UserFullname>, <OTRS_OWNER_UserFullname>, <OTRS_RESPONSIBLE_UserFullname> and <OTRS_CUSTOMER_UserFullname> tag.