Package: python-otrs
Python-OTRS : Python wrapper to OTRS SOAP API=============================================Let you access the OTRS API a pythonic-way.Features---------  Implements fully communication with the ``GenericTicketConnectorSOAP`` and ``GenericFAQConnectorSOAP``provided as webservice example by OTRS;-  Dynamic fields and attachments are supported;-  Authentication is handled programmatically, per-request or per-session;-  Calls are wrapped in OTRSClient methods;-  OTRS XML objects are mapped to Python-style objects.To be done-----------  Test for python3 compatibility and make resulting changes;-  Improve and extend ``tests.py``.Compatibility---------  Python 2.7;-  Python 3.5;Install-------::pip install python-otrsTicket and Session Operations-----------------------------First make sure you installed the ``GenericTicketConnectorSOAP`` webservice,see `official documentation`_. The file GenericTicketConnectorSOAP.yml can be downloadedonline as the basis for this service.Note: in older versions of OTRS, GenericTicketConnectorSOAP was called GenericTicketConnector::from otrs.ticket.template import GenericTicketConnectorSOAPfrom otrs.client import GenericInterfaceClientfrom otrs.ticket.objects import Ticket, Article, DynamicField, Attachmentserver_uri = r'https://otrs.example.net'webservice_name = 'GenericTicketConnectorSOAP'client = GenericInterfaceClient(server_uri, tc=GenericTicketConnectorSOAP(webservice_name))Then authenticate, you have three choices :::# user sessionclient.tc.SessionCreate(user_login='login', password='password')# customer_user sessionclient.tc.SessionCreate(customer_user_login='login' , password='password')# save user in memoryclient.register_credentials(user='login', password='password')Play !Create a ticket :::import mimetypesimport base64t = Ticket(State='new', Priority='3 normal', Queue='Support',Title='Problem test', CustomerUser='foo@example.fr',Type='Divers')a = Article(Subject='UnitTest', Body='bla', Charset='UTF8',MimeType='text/plain')df1 = DynamicField(Name='TestName1', Value='TestValue1')df2 = DynamicField(Name='TestName2', Value='TestValue2')att_path = r'C:\Temp\image001.png'mimetype = mimetypes.guess_type(att_path)[0]att_file = open(att_path , 'rb')att_content = base64.b64encode(att_file.read())att1 = Attachment(Content=att_content,ContentType=mimetype, Filename="image001.png")att_file.close()t_id, t_number = client.tc.TicketCreate(t, a, [df1, df2], [att1])Update an article :::# changes the title of the tickett_upd = Ticket(Title='Updated ticket')client.tc.TicketUpdate(t_id, ticket=t_upd)# appends a new article (attachments optional)new_article = Article(Subject='More info', Body='blabla', Charset='UTF8',MimeType='text/plain')client.tc.TicketUpdate(article=new_article, attachments=None)Search for tickets :::# returns all the tickets of customer 42tickets = client.tc.TicketSearch(CustomerID=42)# returns all tickets in queue Support# for which Dynamic Field 'Project' starts with 'Pizza':df2 = DynamicField(Name='Project', Value='Pizza%', Operator="Like")client.tc.TicketSearch(Queues='Support', dynamic_fields=[df_search])Retrieve a ticket :::ticket = client.tc.TicketGet(138, get_articles=True, get_dynamic_fields=True, get_attachments=True)article = ticket.articles()[0]article.save_attachments(r'C:\temp')Many options are possible with requests, you can use all the optionsavailable in `official documentation`_... _official documentation: http://otrs.github.io/doc/manual/admin/4.0/en/html/genericinterface.html#generic-ticket-connectorPublic FAQ Operations---------------------First, make sure you have installed the open-source FAQ add-on module into your OTRS system and added theGenericFAQConnectorSOAP web service by installing the GenericFAQConnector.yml file.::from otrs.ticket.template import GenericTicketConnectorSOAPfrom otrs.faq.template import GenericFAQConnectorSOAPfrom otrs.client import GenericInterfaceClientclient = GenericInterfaceClient('https://otrs.mycompany.com', tc=GenericTicketConnectorSOAP('GenericTicketConnectorSOAP'), fc=GenericFAQConnectorSOAP('GenericFAQConnectorSOAP'))# first, establish session with the TicketConnectorclient.tc.SessionCreate(user_login='someotrsuser', password='p4ssw0rd')List FAQ Languages:::langlist = client.fc.LanguageList()for language in langlist:print language.ID, language.NameList FAQ Categories that have Public FAQ items in them:::catlist = client.fc.PublicCategoryList()for category in catlist:print category.ID, category.NameRetrieve a public FAQ article by ID(note: FAQ Item ID is not the same as the item number!)::# retrieves FAQ item ID #190 with attachment contents includedmyfaqitem = client.fc.PublicFAQGet(190, get_attachments=True)# print the FAQ's Problem fieldprint myfaqitem.Field2# saves attachments to folder ./tempattachmyfaqitem.save_attachments('./tempattach')Search for an FAQ article::#find all FAQ articles with Windows in title:results = client.fc.PublicFAQSearch(Title='*Windows*')for faqitemid in results:print "Found FAQ item ID containing Windows: " + str(faqitemid)Custom Web Service Connectors-----------------------------For the FAQ operations above, note that we still needed the Ticket connector to provide accessto the SessionCreate method. However, if your application only needs to work with FAQ articlesand not tickets, you may wish to create a custom web service in OTRS that not only includesthe four FAQ operations but also includes the SessionCreate operation to allow you to establisha session. This is very easy to accommodate in python-otrs.First, in OTRS, do the following:1. In OTRS Admin->Web Services, add a new web service without using a .yml file. Name it somethinglike 'ImprovedFAQConnectorSOAP'.2. In the settings for the web service, set the transport to HTTP::SOAP3. Click Save4. Click the 'Configure' button that has appeared next to HTTP::SOAP5. Set the namespace name to whatever you want (ex. http://www.otrs.org/FAQConnector).6. Enter the maximum message length you want (normally 10000000)7. Save the changes and go back to the main web service configuration screen.8. Add the operations you want to your custom webservice. For instance, for our improved FAQConnector,you might add the four FAQ Operations and also the SessionCreate operation.9. Save your webserviceNow that we have a web service in OTRS, we can use our custom web service in python-otrs. To do this,first create a 'template' for your new ImprovedFAQConnectorSOAP. Specify the namespace name assignedin step 5 above as the second parameter to the WebService() call.::from otrs.faq.operations import LanguageList,PublicCategoryList,PublicFAQGet,PublicFAQSearchfrom otrs.session.operations import SessionCreatefrom otrs.client import WebServicedef ImprovedFAQConnectorSOAP(webservice_name='ImprovedFAQConnectorSOAP'):return WebService(webservice_name, 'http://www.otrs.org/FAQConnector', SessionCreate=SessionCreate(), LanguageList=LanguageList(),PublicCategoryList=PublicCategoryList(),PublicFAQGet=PublicFAQGet(),PublicFAQSearch=PublicFAQSearch())Now, use your improved FAQ connector:::from otrs.client import GenericInterfaceClientclient = GenericInterfaceClient('https://otrs.mycompany.com', impfaqc=ImprovedFAQConnectorSOAP('ImprovedFAQConnectorSOAP'))# first, establish sessionclient.impfaqc.SessionCreate(user_login='someotrsuser', password='p4ssw0rd')# get an FAQ item:client.impfaqc.PublicFAQGet(190)