Bug 152906 - [connector] OTRS (Open Ticket Request System)
Summary: [connector] OTRS (Open Ticket Request System)
Status: CLOSED MOVED
Alias: None
Product: z_Archived
Classification: Eclipse Foundation
Component: Mylyn (show other bugs)
Version: unspecified   Edit
Hardware: PC Windows XP
: P4 enhancement with 8 votes (vote)
Target Milestone: ---   Edit
Assignee: Project Inbox CLA
QA Contact:
URL: http://otrs.org
Whiteboard:
Keywords: helpwanted
Depends on:
Blocks:
 
Reported: 2006-08-05 18:44 EDT by Karsten Gresch CLA
Modified: 2013-10-11 07:45 EDT (History)
7 users (show)

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Description Karsten Gresch CLA 2006-08-05 18:44:29 EDT 
Hi,

could you please provide a connector to OTRS, a widely used trouble ticket system? 

OTRS is highly customisable thanks to so-called "Free Text Fields" which allow using this system also an issue tracker. E.g. it'd be easy to implement a structure as available in Trac, where the "ticket" is the paradigm for handling issues, too.

The main flaw of OTRS is that there's no Java-API for this Perl-based system. An XML-RPC-interface seems to be in the pipeline, but I'm not sure if and when it's planned to be released.

Demo system at http://demo.otrs.org, un/pw see here: http://mirror.xaranet.de/otrs/misc/otrs-demo.ldif or request them from OTRS.


Thanks anyway - Mylar is a real productivity booster!!!

Karsten Gresch
Comment 1 Mik Kersten CLA 2006-08-21 11:59:38 EDT 
Thanks for the pointers Karsten.  Those interested in using OTRS: please vote for this bug.  Those interested in extending Mylar to OTRS either externally or as a contribution please refer to:  http://wiki.eclipse.org/index.php/Mylar_Integrator_Reference#Creating_Connectors
Comment 2 Eugene Kuleshov CLA 2006-11-23 07:34:25 EST 
I made it work with the Web connector. Template will be included with fix for bug 151602
Comment 3 Yingding Wang CLA 2010-07-30 08:37:06 EDT 
(In reply to comment #2)
> I made it work with the Web connector. Template will be included with fix for
> bug 151602

Hi,

i have try the OTRS template with the web connector.
Unfortunatly the Query Pattern doesn't work anymore.

I get this new html content.

</td>
                                    <td>
                                        <a href="/otrs/index.pl?Action=AgentTicketZoom&TicketID=10&ArticleID=14&QueueID=6" 

onmouseover="window.status='Inhalt'; return true;" onmouseout="window.status='';" title="TestTickets">2010072910000011</a>
                                    </td>
                                </tr>
                            </table>
                        </td>

Can you help me with this and update the template query pattern in web connector?
It will be great to know how the Query pattern works, since i have tried following new pattern, but without success.


</td><td><a href=\"/otrs/index.pl\?Action=AgentTicketZoom&TicketID=(.+?)&.+?title=".+?">(.+?)</a></td></tr></table></td>

Best Regards
Comment 4 Eugene Kuleshov CLA 2010-07-30 08:54:57 EDT 
Try something like this:

<td>.+?<a
href=\"/otrs/index.pl\?Action=AgentTicketZoom&TicketID=({Id}.+?)&.+? title=\"({Description}.+?)\">.+?</a>.+?</td>

I'd also recommend QuickREx plugin for Eclipse, there you could test your regular expression and see the matching groups for source html.
Comment 5 Yingding Wang CLA 2010-07-30 09:45:08 EDT 
(In reply to comment #4)
> Try something like this:
> <td>.+?<a
> href=\"/otrs/index.pl\?Action=AgentTicketZoom&TicketID=({Id}.+?)&.+?
> title=\"({Description}.+?)\">.+?</a>.+?</td>
> I'd also recommend QuickREx plugin for Eclipse, there you could test your
> regular expression and see the matching groups for source html.

thank you for so quick answer.
Thats exactly what i need.

best regards
Comment 6 Yingding Wang CLA 2011-03-04 11:18:45 EST 
Hallo,

fix for die Web Template for otrs should be made:
Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
Query Pattern: <td>.+?<a style=\".+?\" href=\"/otrs/index.pl\?Action=AgentITSMChangeZoom&ChangeID=({Id}.+?)\".+?title=\"({Description}.+?)\">.+?</a>.+?</td>

Can Someone fix it?

Additionaly
The OTRS ITSM Changemanagement Addon is as defacto Standard for the IT Application Administration.

Online Demo with Role Change Manage can be used for tests
http://www.otrs.com/products/itsm/online-demo/

I created a Web template for integration with OTRS ITSM Change.
how can i share my template? Can someone make it to webtemplate as "OTRS Change"?

Here are the settings:
Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeZoom&ChangeID=
New Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeAdd
Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
Login Request URL: ${serverUrl}/otrs/index.pl?Action=Login&User=${userId}&Password=${password}
Query Pattern:
<td>.+?<a style=\".+?\" href=\" /otrs/index.pl\?Action=AgentITSMChangeZoom&ChangeID=({Id }.+?)\ ".+?title=\"({Description}.+?)\">.+?</a>.+?</td>
Comment 7 Yingding Wang CLA 2011-03-04 11:24:06 EST 
Sorry for posted wrong fix solution

Here is the correct one:
fix for die Web Template for otrs should be made:
Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentTicketLockedView
Query Pattern:<td>.+?<a href=\"/otrs/index.pl\?Action=AgentTicketZoom&TicketID=({Id}.+?)&.+?title=\"({Description}.+?)\">.+?</a>.+?</td>

(In reply to comment #6)
> Hallo,
> fix for die Web Template for otrs should be made:
> Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
> Query Pattern: <td>.+?<a style=\".+?\"
> href=\"/otrs/index.pl\?Action=AgentITSMChangeZoom&ChangeID=({Id}.+?)\".+?title=\"({Description}.+?)\">.+?</a>.+?</td>
> Can Someone fix it?
> Additionaly
> The OTRS ITSM Changemanagement Addon is as defacto Standard for the IT
> Application Administration.
> Online Demo with Role Change Manage can be used for tests
> http://www.otrs.com/products/itsm/online-demo/
> I created a Web template for integration with OTRS ITSM Change.
> how can i share my template? Can someone make it to webtemplate as "OTRS
> Change"?
> Here are the settings:
> Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeZoom&ChangeID=
> New Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeAdd
> Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
> Login Request URL:
> ${serverUrl}/otrs/index.pl?Action=Login&User=${userId}&Password=${password}
> Query Pattern:
> <td>.+?<a style=\".+?\" href=\"
> /otrs/index.pl\?Action=AgentITSMChangeZoom&ChangeID=({Id }.+?)\
> ".+?title=\"({Description}.+?)\">.+?</a>.+?</td>
Comment 8 Tomas Chorzempa CLA 2011-03-24 15:58:33 EDT 
I used this and works fine. There are small changes to your previous version.


<td>.+?<a href=\"/otrs/index.pl\?Action=AgentTicketZoom;TicketID=({Id}.+?)\" title=\"({Description}.+?)\".+?</a>.+?</td>


(In reply to comment #7)
> Sorry for posted wrong fix solution
> 
> Here is the correct one:
> fix for die Web Template for otrs should be made:
> Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentTicketLockedView
> Query Pattern:<td>.+?<a
> href=\"/otrs/index.pl\?Action=AgentTicketZoom&TicketID=({Id}.+?)&.+?title=\"({Description}.+?)\">.+?</a>.+?</td>
> 
> (In reply to comment #6)
> > Hallo,
> > fix for die Web Template for otrs should be made:
> > Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
> > Query Pattern: <td>.+?<a style=\".+?\"
> > href=\"/otrs/index.pl\?Action=AgentITSMChangeZoom&ChangeID=({Id}.+?)\".+?title=\"({Description}.+?)\">.+?</a>.+?</td>
> > Can Someone fix it?
> > Additionaly
> > The OTRS ITSM Changemanagement Addon is as defacto Standard for the IT
> > Application Administration.
> > Online Demo with Role Change Manage can be used for tests
> > http://www.otrs.com/products/itsm/online-demo/
> > I created a Web template for integration with OTRS ITSM Change.
> > how can i share my template? Can someone make it to webtemplate as "OTRS
> > Change"?
> > Here are the settings:
> > Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeZoom&ChangeID=
> > New Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeAdd
> > Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
> > Login Request URL:
> > ${serverUrl}/otrs/index.pl?Action=Login&User=${userId}&Password=${password}
> > Query Pattern:
> > <td>.+?<a style=\".+?\" href=\"
> > /otrs/index.pl\?Action=AgentITSMChangeZoom&ChangeID=({Id }.+?)\
> > ".+?title=\"({Description}.+?)\">.+?</a>.+?</td>
Comment 9 Yingding Wang CLA 2011-04-29 10:54:03 EDT 
Thanks Tomas for the update.

Now i know why it makes no sense to change the template in webtemplate incubation for OTRS and why this ticket is still open. It is because the OTRS layout is always changing. :)

Für the new OTRS Release 3 i made the following templates. 

Integration Mylyn with OTRS 3.07 Incident Management (changes for OTRS templat)

Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentTicketLockedView
Query Pattern: <td>.+?<a href=\"/otrs/index.pl\?Action=AgentTicketZoom;TicketID=({Id}.+?)\".+?title=\"({Description}.+?)\" class=.+?>.+?</a>.+?</td>
(Note: between the title=\"({Description}.+?)\" and class=.+? is a space)


Integration Mylyn With OTRS ITSM 3.02 Change Management

Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeZoom&ChangeID=
New Task URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeAdd
Query Request URL: ${serverUrl}/otrs/index.pl?Action=AgentITSMChangeMyChanges
Login Request URL: ${serverUrl}/otrs/index.pl?Action=Login&User=${userId}&Password=${password}
Query Pattern: <td>.+?<a href=\"/otrs/index.pl\?Action=AgentITSMChangeZoom;ChangeID=({Id}.+?)\".+?title=\"({Description}.+?)\">.+?</a>.+?</td>

I hope this could be a help for people who need these integrations

YD
Comment 10 Eclipse Webmaster CLA 2022-11-15 11:45:08 EST 
Mylyn has been restructured, and our issue tracking has moved to GitHub [1].

We are closing ~14K Bugzilla issues to give the new team a fresh start. If you feel that this issue is still relevant, please create a new one on GitHub.

[1] https://github.com/orgs/eclipse-mylyn