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About the connector

OTRS is a service management suite that comprises of ticketing, workflow automation and notification, along with a wide range of customizable features.

This document provides information about the OTRS connector, which facilitates automated interactions with OTRS using FortiSOAR™ playbooks. Add the OTRS connector as a step in FortiSOAR™ playbooks and perform automated operations, such as retrieving a tickets from OTRS based on the ticket title you have specified and creating a ticket on OTRS.

Version information

Connector Version: 1.0.0

Authored By: Fortinet

Certified: No

Installing the connector

All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:

yum install cyops-connector-otrs

For the detailed procedure to install a connector, click here.

 

Configuring the connector

For the procedure to configure a connector, click here.

 

Actions supported by the connector

The following automated operations can be included in playbooks and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:

 

Function Description Annotation and Category
Create Ticket Creates a new OTRS ticket that contains mandatory data on OTRS. create_ticket
Miscellaneous
Search Tickets Searches for tickets on OTRS based on the ticket title you have specified. search_ticket
Miscellaneous
Get Ticket Retrieves information about a specified ticket from OTRS based on the ticket ID you have specified. get_ticket
Miscellaneous
Update Ticket Updates data in an existing OTRS ticket. update_ticket
Miscellaneous

 

Included playbooks

The Sample - OTRS - 1.0.0 playbook collection comes bundled with the OTRS connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the OTRS connector.

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection, since the sample playbook collection gets deleted during connector upgrade and delete.

 

About the connector

OTRS is a service management suite that comprises of ticketing, workflow automation and notification, along with a wide range of customizable features.

This document provides information about the OTRS connector, which facilitates automated interactions with OTRS using FortiSOAR™ playbooks. Add the OTRS connector as a step in FortiSOAR™ playbooks and perform automated operations, such as retrieving a tickets from OTRS based on the ticket title you have specified and creating a ticket on OTRS.

Version information

Connector Version: 1.0.0

Authored By: Fortinet

Certified: No

Installing the connector

All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:

yum install cyops-connector-otrs

For the detailed procedure to install a connector, click here.

 

Configuring the connector

For the procedure to configure a connector, click here.

 

Actions supported by the connector

The following automated operations can be included in playbooks and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:

 

Function Description Annotation and Category
Create Ticket Creates a new OTRS ticket that contains mandatory data on OTRS. create_ticket
Miscellaneous
Search Tickets Searches for tickets on OTRS based on the ticket title you have specified. search_ticket
Miscellaneous
Get Ticket Retrieves information about a specified ticket from OTRS based on the ticket ID you have specified. get_ticket
Miscellaneous
Update Ticket Updates data in an existing OTRS ticket. update_ticket
Miscellaneous

 

Included playbooks

The Sample - OTRS - 1.0.0 playbook collection comes bundled with the OTRS connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the OTRS connector.

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection, since the sample playbook collection gets deleted during connector upgrade and delete.