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Python-OTRS : Python wrapper to OTRS SOAP API

Let you access the OTRS API a pythonic-way.

Features

  • Implements fully communication with the GenericTicketConnector provided as webservice example by OTRS;
  • authentication is handled programaticaly, per-request or per-session;
  • calls are wrapped in OTRSClient methods;
  • OTRS XML objects are mapped to Python-style objects see objects.Article and objects.Ticket.

Non-features

  • Tickets attachments

Install

./setup.py install

Using

First make sure you installed the GenericTicketConnector webservice, see official documentation.

from otrs.client import GenericTicketConnector
from otrs.objects import Ticket, Article

server_uri = https://otrs.exemple.net
webservice_name = 'GenericTicketConnector'
client = GenericTicketConnector(server_uri, webservice_name)

Then authenticate, you have three choices :

# user session
client.user_session_register('login', 'password')

# customer_user session
client.customer_user_session_register('login' , 'password')

# save user in memory
client.register_credentials(user='login', 'password')

Play !

Create a ticket :

t = Ticket(State='new', Priority='3 normal', Queue='Support',
           Title='Problem test', CustomerUser='[email protected]',
		   Type='Divers')
a = Article(Subject='UnitTest', Body='bla', Charset='UTF8',
            MimeType='text/plain')
t_id, t_number = self.c.ticket_create(t, a)

Append an article :

 new_article = Article(Subject='Moar info', Body='blabla', Charset='UTF8',
                       MimeType='text/plain')
 client.update_ticket(article=new_article)

Search for tickets :

  # returns all the tickets of customer 42
  tickets = client.ticket_search(CustomerID=42)

Many options are possible with requests, you can use all the options available in official documentation.