OTRS Rest API integration

OTRS is a tool to log tickets online. This is very basic requirement to log tickets and track them online. OTRS gives this functionality but if you want to integrate this functionality in you application then OTRS provide you with some basic API's like to create ticket, get ticket by id, update ticket, search ticket. Please follow below screenshots to enable in it your OTRS tool. Here we are assuming that OTRS tool is already installed.

1. Login in OTRS with admin user.

2. Goto "Admin" tab.


3. Find  WebService link as:



4. Click on WebService.



5. Click on "add web service".


6. Click on "Import web service"  and choose file from desktop (use Test.yaml file given below)
 

Test.yaml file

---
Debugger:
  DebugThreshold: debug
  TestMode: '0'
Description: Is used by me
FrameworkVersion: 4.0.5
Provider:
  Operation:
    TicketGet:
      Description: ''
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketGet
    TicketUpdate:
      Description: ''
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketUpdate
    TicketCreate:
      Description: ''
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketCreate
    TicketSearch:
      Description: ''
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketSearch
  Transport:
    Config:
      KeepAlive: ''
      MaxLength: '20000000'
      RouteOperationMapping:
        TicketGet:
          Route: /TicketGet/:TicketID
        TicketUpdate:
          RequestMethod:
          - POST
          Route: /TicketUpdate/:TicketID
        TicketCreate:
          RequestMethod:
          - POST
          Route: /TicketCreate
        TicketSearch:
          RequestMethod:
          - GET
          Route: /TicketSearch
    Type: HTTP::REST
RemoteSystem: ''
Requester:
  Transport:
    Type: ''

It will expose the web service and you can test it with any client tool like POSTMAN etc

You need to add parameter user name as UserLogin  and password as password to access any api.

Example of get API (GET)
 http://server address/otrs/nph-genericinterface.pl/Webservice/Test/TicketGet/Ticketno?UserLogin=username&Password=password

Example of Create API (POST)
http://server address/otrs/nph-genericinterface.pl/Webservice/Test/TicketCreate?UserLogin=user name&Password=password

JSON in Body as: 
 {
"Ticket" : {
"QueueID" : "1",
"PriorityID" : "5",
"CustomerUser" : "email id",
"Title" : "REST Create Test",
"State" : "open"
},
"Article" : {
"ContentType" : "text/plain; charset=utf8",
"Subject" : "Rest Create Test",
"Body" : "This is only a test"
}
}

Example of update API (POST)
http://server address/otrs/nph-genericinterface.pl/Webservice/Test/TicketUpdate/22645?UserLogin=user login&Password=password

JSON in Body as: 
 {
"Ticket" : {
"QueueID" : "1",
"PriorityID" : "5",
"CustomerUser" : "email id",
"Title" : "REST Create Test",
"State" : "open"
},
"Article" : {
"ContentType" : "text/plain; charset=utf8",
"Subject" : "Rest Create Test Update",
"Body" : "This is only a test updated"
}
}

Example of searc API
http://server address/otrs/nph-genericinterface.pl/Webservice/Test/TicketSearch?UserLogin=user name&Password=password

MySQL ERROR - Specified key was too long; max key length is 767 bytes

This is very old MySQL issue. MySQL engine like InnoDB or MyISAM has their own limit on the length of the columns where indexing can be applied. Usually it is 1000 for MyISAM and 767 for InnoDB. Problem occures when user try to change the length of the column where indexing was already applied or try to implement indexing on a column where length of column is already greater than 1000.
This problem can be solved in two ways:

1. Set the properties of MySQL engine. (It will only work for mysql 5.6+).

• show engines;(Get the current Engine - Only to check).
• show variables like 'innodb%'; (Get current engines properties)
• Set properties as:
• innodb_large_prefix=on;
• innodb_file_format=barracuda;
• innodb_file_per_table=true;
• Run the alter command.

2. Set MySQL to no engine mode.

• SELECT @@SESSION.sql_mode; (Check current SQL mode)
• SET sql_mode = 'NO_ENGINE_SUBSTITUTION'; (Set SQL mode to no engine)
• run your alter command.
• Again set back to engine mode