Overview
PyOTRS is a Python wrapper for accessing OTRS (Version 5) using the REST API.
Features
Access an OTRS instance to:
* create a new Ticket
* get the data of a specific Ticket
* search for Tickets
* update existing TicketsSome of the most notable methods provided are:
* Client.session_create ("login")
* Client.ticket_create
* Client.ticket_get_by_list (takes a list)
* Client.ticket_get_by_number (takes a string)
* Client.ticket_search
* Client.ticket_updateMore details can be found here
Installation
Dependencies
Dependencies are installed automatically
pip:
- python-requests
- click (for PyOTRS Shell CLI)
- colorama (for colors in PyOTRS Shell CLI)Install
install:
pip install PyOTRSor consider using a virtual environment:
virtualenv venv
source venv/bin/activate
pip install PyOTRSPython Usage
Quickstart
Get Ticket with TicketID 1 from OTRS over the REST API:
from pyotrs import Client
client = Client("https://otrs.example.com", "GenericTicketConnectorREST", "root@localhost", "x")
client.session_create()
client.ticket_get_by_id(1)More Examples
- instantiate a
Clientobject called client - create a session ("login") on client
- get the
Ticketwith ID 1
>>> from pyotrs import Article, Client, Ticket
>>> client = Client("http://otrs.example.com", "GenericTicketConnectorREST", "root@localhost", "password")
>>> client.session_create()
True
>>> client.ticket_get_by_id(1) True >>> client.result_list_ticket_get [<Ticket: 1>] >>> my_ticket = client.result_list_ticket_get[0]
>>> my_ticket.TicketNumber u'2010080210123456' >>> my_ticket.Title u'Welcome to OTRS!' >>> my_ticket.to_dct() # Show complete ticket
- add an
ArticletoTicketwith ID 1
>>> my_article = Article({"Subject": "Subj", "Body": "New Body"})
>>> client.ticket_update(1, article=my_article)
True
- get Articles and Attachments
>>> client.ticket_get_by_id(1, articles=1, attachments=1) >>> my_ticket = client.result_list_ticket_get[0]
>>> my_ticket.list_articles [<ArticleID: 3>, <ArticleID: 4>
>>> my_ticket.list_dynamic_field [<DynamicField: ProcessManagementActivityID: None>, <DynamicField: ProcessManagementProcessID: None>]
Tips
When using ipython you could run into UTF8 encoding issues on Python2. This is a workaround that can help:
import sys
reload(sys)
sys.setdefaultencoding('utf-8')PyOTRS Shell CLI
The PyOTRS Shell CLI is a kind of "proof-of-concept" for the PyOTRS wrapper library.
Attention: PyOTRS can only retrieve Ticket data at the moment!
Usage
Get a Ticket:
PyOTRS get -b https://otrs.example.com/ -w GenericTicketConnectorREST -u root@localhost -p password -t 1
Starting PyOTRS CLI
No config file found at: /home/user/.pyotrs
Connecting to https://otrs.example.com/ as user..
Ticket: Welcome to OTRS!
Queue: Raw
State: closed successful
Priority: 3 normal
Full Ticket:
{u'Ticket': {u'TypeID': 1, [...]Get usage information:
$: PyOTRS -h
Usage: PyOTRS [OPTIONS] COMMAND [ARGS]...
Options:
--version Show the version and exit.
--config PATH Config File
-h, --help Show this message and exit.
Commands:
get PyOTRS get command
$: PyOTRS get -h
Starting PyOTRS CLI
No config file found at: /home/user/.pyotrs
Usage: PyOTRS get [OPTIONS]
PyOTRS get command
Options:
-b, --baseurl TEXT Base URL
-w, --webservicename TEXT Webservice Name
-u, --username TEXT Username
-p, --password TEXT Password
-t, --ticket-id INTEGER Ticket ID
-h, --help Show this message and exit.Get a Ticket "interactively":
$: PyOTRS get
Starting PyOTRS CLI
No config file found at: /home/user/.pyotrs
Baseurl: http://otrs.example.com
Webservicename: GenericTicketConnectorREST
Username: user
Password:
Ticket id: 1
Connecting to https://otrs.example.com as user..
Ticket: Welcome to OTRS!
Queue: Raw
State: closed successful
Priority: 3 normal
Full Ticket:
{u'Ticket': {u'TypeID': 1 [...]Provide Config
There are four ways to provide config values:
1. interactively when prompted
2. as commandline arguments when calling (checkout -h/--help)
3. as settings in the environment
4. in a config file (default location: ~/.pyotrs)Both the config file and the environment use the same variable names:
PYOTRS_BASEURL=http://otrs.example.com
PYOTRS_WEBSERVICENAME=GenericTicketConnectorREST
PYOTRS_USERNAME=root@localhost
PYOTRS_PASSWORD=otrs_password