Gets all new and open tickets from an OTRS setup using the OTRS SOAP API and shows it on the dashboard. Before using the dashlet, you have to define a webservice in your OTRS setup. Please see the section “configuration of OTRS webservices” to get more details.
<dashlet class="DashletOtrsQueue" refresh="30000"> <parameter key="title" value="OTRS Tickets in Eingang" /> <parameter key="soapUrl" value="http://10.0.1.106/otrs/nph-genericinterface.pl/WebserviceID/1" /> <parameter key="soapUser" value="yourdashboard" /> <parameter key="soapPassword" value="yourdashboard" /> <parameter key="queue" value="Eingang" /> <parameter key="queue" value="Raw" /> <parameter key="ticketState" value="new" /> <parameter key="linkUrlBase" value="http://10.0.1.106/otrs" /> <parameter key="maxEntries" value="10" /> </dashlet>
|parameter||description||mandatory||available since version|
|title||headline shown on the dashlet||yes||0.1|
|soapUrl||URL of the defined OTRS webservice||yes||0.1|
|soapUser||Username for the OTRS SOAP API||yes||0.1|
|soapPassword||Password for the OTRS SOAP API||yes||0.1|
|queue||If defined, show only tickets from given OTRS queue. Since version 0.2, multiple queue lines are supported, to define multiple queues||no||0.1|
|maxEntries||max count of tickets to show on the dashlet||yes||0.1|
|linkUrlBase||Defines the OTRS base URL to use for links||no||0.1|
|ticketState||Show only tickets of a specific ticket state ('new', 'open'). Mutiple lines are supported. Default value is, show tickets of state 'new' or 'open'||no||0.2|
|ticketLock||Show only tickets of a specific lock state ('lock', 'unlock'). Mutiple lines are supported. Default value is, show tickets of lock state 'unlock'||no||0.3|
|createAlarms||create alarms for new tickets||no||0.3|
|alarmMinTime||create alarms only, if they exists for alarmMinTime seconds||no||0.3|
|alarmMaxTime||create alarms only, if they exists for less than alarmMaxTime seconds. This value should be higher than alarmMinTime + refreshInterval of the dashlet||no||0.3|
To get the information from your OTRS setup, you first need to define a webservice. Log in as a user with admin permissions and go to the admin page. Select the link “Web services” and click on “add web service”. After that, click on the link “import web service” and use the following file: yourdashboard.yml
Get the ID for your added webservice (you see it in the OTRS URL) and put it at the end of your dashlet parameter soapUrl. Now create a new OTRS user with read only permissions for the needed queue and use it for the dashlet.
The OtrsQueue dashlet needs a few seconds for loading the content. This is caused by the way, the OTRS SOAP API works. We need at first a SOAP call, to get all the ticket IDs for the dashlet. To get some details on the ticket (like ticket number, age, title) we need a single SOAP call for every ticket. You'll see the delay only when you open the dashboard. Every refresh will be done in background.