OTRS Integration

OTRS integration for customer users, where they can post tickets, and view updates/reply to their tickets.

To make this module working, initial configuration related to SOAP user/password have to be made on OTRS installation. Please follow the steps mentioned below to configure SOAP user on OTRS installation.

At first it is necessary to set the Soap user and password:

• Login into your existing OTRS Installation as Admin
• In the Menu under “Admin”->”Sysconfig” set Group to “Framework” and click “show”
• In the list of subgroups click “Core::SOAP”
• Check the boxes for SOAP::User: and SOAP::Password: and enter the values you like
• Click Save/Update
• Also, you might want to verify that the Perl module SOAP::Lite is installed. For more information on the API calls please see the API documentation.

Second step will be to configure OTRS module,

• Login as Admin and navigate to OTRS Configuration page
• Add the URL to your OTRS installation = http://[OTRS-SITE-LOCATION]/otrs/rpc.pl
• SOAP User = Username you setup in OTRS as SOAP User
• SOAP Password = Password you setup in OTRS as SOAP User Password

NOTE

This working of this module is very simple, The username on both Drupal and OTRS sites should be same in order to create and view tickets in OTRS from Drupal.

CREDITS

I got inspiration to write this module from MIKE's php integration with OTRS at http://wiki.otterhub.org/index.php?title=Create_a_ticket_in_OTRS_from_PH...

SPONSORSHIP

Initial development of this module was sponsored by SBM