OTRS Integration not working ZBX 5.0.3 OTRS 6

[dynux]

Hello,

i'm having some troubles letting the integration ZBX-OTRS working.

I've followed the guide here https://www.zabbix.com/integrations/otrs and seems ok, but it cannot open tickets saying that something was wrong.

Trying to test the ticket opening i receive this message:

00:00:00.003 [Debug] [ OTRS Webhook ] Sending request: https://****/otrs/nph-genericinterface.pl/Webservice/ZabbixTicketConnector/Ticket?UserLogin=****&Password=***** {"Ticket":{"Title":"{ALERT.SUBJECT}","Queue":"****","State":"new","PriorityID":"3","*****"},"Article":{"Su bject":"{ALERT.SUBJECT}","Body":"{ALERT.MESSAGE}", "TimeUnit":"0","ContentType":"text/plain; charset=utf8"}}
00:00:00.394 [Debug] [ OTRS Webhook ] Received response with status code 200: {"Error":{"ErrorMessage":"TicketCreate: Ticket->TypeID or Ticket->Type parameter is required by sysconfig option!","ErrorCode":"TicketCreate.MissingParamete r"}}
00:00:00.394 [Warning] [ OTRS Webhook ] ERROR: Cannot create OTRS ticket. Check debug log for more information.

I looked into the zabbix's server logs without success.

How can i investigate to understand what is wrong?

Thank you very much.

[Hugh]

Hi dynux,
I found the same issue, that guide IMO has not been properly detailed for functionality that is new and requires additional explanations.

A workaround is:

1) In "Administration" -> "Media type" -> "OTRS"
2) Under "Parameters" you have to create a new field mapping for the missing "Ticket->TypeID or Ticket->Type parameter" by clicking Add




3) Fill a name like "otrs_ticket_type" with a Value according to OTRS values, (in my case "Incidente")




4) Click on edit Script button



Look for "createTicket: function"you will find nested:


Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer
},

Change it by adding the new value created in Step 3 as "Type" mapping field:

Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer,
Type: OTRS.params.ticket_type
},

(pay attention to the ",")

5) Click on "Apply" then "Update".

Good Luck !

[gumis_148]

Hi dynux,
I found the same issue, that guide IMO has not been properly detailed for functionality that is new and requires additional explanations.

A workaround is:

1) In "Administration" -> "Media type" -> "OTRS"
2) Under "Parameters" you have to create a new field mapping for the missing "Ticket->TypeID or Ticket->Type parameter" by clicking Add




3) Fill a name like "otrs_ticket_type" with a Value according to OTRS values, (in my case "Incidente")




4) Click on edit Script button



Look for "createTicket: function"you will find nested:


Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer
},

Change it by adding the new value created in Step 3 as "Type" mapping field:

Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer,
Type: OTRS.params.ticket_type
},

(pay attention to the ",")

5) Click on "Apply" then "Update".

Good Luck !

It doesn't work for me. I added according to your recommendations but I have the same error as dynux.

[Hugh]

It doesn't work for me. I added according to your recommendations but I have the same error as dynux.

Hi,
Before all: you're not getting the same error as dynux ( "Ticket->TypeID or Ticket->Type parameter is required" ), you're having an error related to OTRS ("Failed to parse responde received from OTRS"), in fact you're getting some kind of error from OTRS not related to the quantity parameters you're sending (as dynux case was).

Look at Admin -> Overview -> System Log for any additional info.

[gumis_148]

Hi,
Before all: you're not getting the same error as dynux ( "Ticket->TypeID or Ticket->Type parameter is required" ), you're having an error related to OTRS ("Failed to parse responde received from OTRS"), in fact you're getting some kind of error from OTRS not related to the quantity parameters you're sending (as dynux case was).

Look at Admin -> Overview -> System Log for any additional info.

I have no errors in OTRS. I have the same bugs in Zabbix.





EDIT: It's ok. My error. I put wrong URL OTRS (client, not admin).

[zhsv]

Hello! Same error
[ OTRS Webhook ] ERROR: TypeError: cannot read property 'Error' of null

I do not know what to do.

[gumis_148]

Hello! Same error
[ OTRS Webhook ] ERROR: TypeError: cannot read property 'Error' of null

I do not know what to do.

Do you have correct URL OTRS? You try with this option.

[zhsv]

These are the settings. There is also a required dynamic field, but I added it

var OTRS = {
params: {},
entrypoint: 'nph-genericinterface.pl/Webservice/ZabbixTicketConnector/Ticket',

setParams: function (params) {
if (typeof params !== 'object') {
return;
}

OTRS.params = params;
if (typeof OTRS.params.url === 'string') {
if (!OTRS.params.url.endsWith('/')) {
OTRS.params.url += '/';
}
}
},

addDynamicFields: function (data, fields) {
if (typeof fields === 'object' && Object.keys(fields).length) {
data.DynamicField = [];

Object.keys(fields)
.forEach(function(field) {
if (field !== undefined) {
if (fields[field].match(/^\d{4}[.-]\d{2}[.-]\d{2}$/)) {
fields[field] = fields[field].replace(/\./g, '-');
}

data.DynamicField.push({Name: field, Value: fields[field]});
}
});
}

return data;
},

request: function (method, query, data) {
['url', 'auth_user', 'auth_password', 'queue',
'customer', 'ticket_state', 'default_priority_id', 'time_unit'].forEach(function (field) {
if (typeof OTRS.params !== 'object' || typeof OTRS.params[field] === 'undefined'
|| OTRS.params[field] === '' ) {
throw 'Required param is not set: "' + field + '".';
}
});

var response,
request = new CurlHttpRequest(),
url = OTRS.params.url + query +
'?UserLogin=' + encodeURIComponent(OTRS.params.auth_user) +
'&Password=' + encodeURIComponent(OTRS.params.auth_password);

if (typeof OTRS.HTTPProxy !== 'undefined' && OTRS.HTTPProxy.trim() !== '') {
request.SetProxy(OTRS.HTTPProxy);
}

request.AddHeader('Content-Type: application/json');

if (typeof data !== 'undefined') {
data = JSON.stringify(data);
}

Zabbix.Log(4, '[ OTRS Webhook ] Sending request: ' +
url + ((typeof data === 'string') ? (' ' + data) : ''));

switch (method) {
case 'get':
response = request.Get(url, data);
break;

case 'post':
response = request.Post(url, data);
break;

case 'put':
response = request.Put(url, data);
break;

default:
throw 'Unsupported HTTP request method: ' + method;
}

Zabbix.Log(4, '[ OTRS Webhook ] Received response with status code ' + request.Status() + ': ' + response);

if (request.Status() < 200 || request.Status() >= 300) {
var message = 'Request failed with status code ' + request.Status();

message += ': ' + response;
throw message + ' Check debug log for more information.';
}

if (response !== null) {
try {
response = JSON.parse(response);
}
catch (error) {
Zabbix.Log(4, '[ OTRS Webhook ] Failed to parse response received from OTRS');
response = null;
}
}

if (typeof response.Error !== 'undefined'
&& Object.keys(response.Error).length > 0) {
message = 'Request failed: ' + JSON.stringify(response.Error);
}


return {
status: request.Status(),
response: response
};
},

createTicket: function(subject, message, priority, fields) {
var result,
data = {
Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer,

DynamicField: OTRS.params.dynamicfield_FIO
},
Article: {
Subject: subject,
Body: message,
TimeUnit: OTRS.params.time_unit,
ContentType: 'text/plain; charset=utf8'
}
};

result = OTRS.request('post', OTRS.entrypoint, OTRS.addDynamicFields(data, fields));

if (typeof result.response !== 'object'
|| typeof result.response.TicketID === 'undefined'
|| result.status != 200) {
throw 'Cannot create OTRS ticket. Check debug log for more information.';
}

return result.response.TicketID;
},

updateTicket: function(subject, message) {
var result,
data = {
Article: {
Subject: subject,
Body: message || '',
TimeUnit: OTRS.params.time_unit,
ContentType: 'text/plain; charset=utf8'
}
};

result = OTRS.request('put', OTRS.entrypoint + '/' + encodeURIComponent(OTRS.params.ticket_id), data);

if (typeof result.response !== 'object'
|| typeof result.response.TicketID === 'undefined'
|| result.status != 200) {
throw 'Cannot update OTRS ticket. Check debug log for more information.';
}
}
};

try {
var params = JSON.parse(value),
params_otrs = {},
params_fields = {},
params_update = {},
result = {tags: {}},
required_params = [
'alert_subject', 'event_source',
'event_value', 'event_update_status'
],
severities = [
{name: 'not_classified', color: '#97AAB3'},
{name: 'information', color: '#7499FF'},
{name: 'warning', color: '#FFC859'},
{name: 'average', color: '#FFA059'},
{name: 'high', color: '#E97659'},
{name: 'disaster', color: '#E45959'},
{name: 'resolved', color: '#009900'},
{name: null, color: '#000000'}
],
priority;

Object.keys(params)
.forEach(function (key) {
if (key.startsWith('otrs_')) {
params_otrs[key.substring(5)] = params[key];
}
else if (key.startsWith('dynamicfield_')) {
params_fields[key.substring(13)] = params[key];
}
else if (key.startsWith('event_update_')) {
params_update[key.substring(13)] = params[key];
}
else if (required_params.indexOf(key) !== -1 && params[key].trim() === '') {
throw 'Parameter "' + key + '" cannot be empty.';
}
});

if ([0, 1, 2, 3].indexOf(parseInt(params.event_source)) === -1) {
throw 'Incorrect "event_source" parameter given: ' + params.event_source + '\nMust be 0-3.';
}

// Check {EVENT.VALUE} for trigger-based and internal events.
if (params.event_value !== '0' && params.event_value !== '1'
&& (params.event_source === '0' || params.event_source === '3')) {
throw 'Incorrect "event_value" parameter given: ' + params.event_value + '\nMust be 0 or 1.';
}

// Check {EVENT.UPDATE.STATUS} only for trigger-based events.
if (params.event_source === '0' && params.event_update_status !== '0' && params.event_update_status !== '1') {
throw 'Incorrect "event_update_status" parameter given: ' + params.event_update_status + '\nMust be 0 or 1.';
}

if (params.event_source !== '0' && params.event_value === '0') {
throw 'Recovery operations are supported only for trigger-based actions.';
}

if (params.event_source === '0'
&& ((params.event_value === '1' && params.event_update_status === '1')
|| (params.event_value === '0'
&& (params.event_update_status === '0' || params.event_update_status === '1')))
&& (isNaN(parseInt(params.otrs_ticket_id)) || parseInt(params.otrs_ticket_id) < 1 )) {
throw 'Incorrect "otrs_ticket_id" parameter given: ' + params.otrs_ticket_id +
'\nMust be positive integer.';
}

if ([0, 1, 2, 3, 4, 5].indexOf(parseInt(params.event_nseverity)) === -1) {
params.event_nseverity = '7';
}

if (params.event_value === '0') {
params.event_nseverity = '6';
}

priority = params['severity_' + severities[params.event_nseverity].name];
priority = priority && priority.trim() || severities[7].name;

OTRS.setParams(params_otrs);
OTRS.HTTPProxy = params.HTTPProxy;

// Create ticket for non trigger-based events.
if (params.event_source !== '0'
&& params.event_value !== '0') {
OTRS.createTicket(params.alert_subject, params.alert_message, priority);
}
// Create ticket for trigger-based events.
else if (params.event_value === '1' && params_update.status === '0') {
var ticket_id = OTRS.createTicket(params.alert_subject,
params.alert_subject + '\n' + params.alert_message + '\n' +
params.zabbix_url + (params.zabbix_url.endsWith('/') ? '' : '/') +
'tr_events.php?triggerid=' + params.trigger_id + '&eventid=' + params.event_id + '\n',
priority,
params_fields);

result.tags.__zbx_otrs_ticket_id = ticket_id;
result.tags.__zbx_otrs_ticketlink = params.otrs_url +
(params.otrs_url.endsWith('/') ? '' : '/') + 'index.pl?Action=AgentTicketZoom;TicketID=' + ticket_id;
}
// Update created ticket for trigger-based event.
else {
OTRS.updateTicket(params.alert_subject, params.alert_message);
}

return JSON.stringify(result);
}
catch (error) {
Zabbix.Log(3, '[ OTRS Webhook ] ERROR: ' + error);
throw 'Sending failed: ' + error;
}

[zhsv]

For the test: is it possible to create a request through a string by pasting it into a web browser?


Sending request: http://10.0.80.30/otrs/customer.pl/n...assword=zabbix {"Ticket":{"Title":"1","Queue":"1","State":"1", "Pr iorityID":"1","CustomerUser":"[email protected]"},"A rticle":{"Subject":"1","Body":"1","TimeUnit":"0"," ContentType":"text/plain; charset=utf8"}}

[dynux]

Hi dynux,
I found the same issue, that guide IMO has not been properly detailed for functionality that is new and requires additional explanations.

A workaround is:

1) In "Administration" -> "Media type" -> "OTRS"
2) Under "Parameters" you have to create a new field mapping for the missing "Ticket->TypeID or Ticket->Type parameter" by clicking Add




3) Fill a name like "otrs_ticket_type" with a Value according to OTRS values, (in my case "Incidente")




4) Click on edit Script button



Look for "createTicket: function"you will find nested:


Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer
},

Change it by adding the new value created in Step 3 as "Type" mapping field:

Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer,
Type: OTRS.params.ticket_type
},

(pay attention to the ",")

5) Click on "Apply" then "Update".

Good Luck !

Hello, suddendly my otrs integrations is giving this error:

00:00:00.000 [Debug] [ OTRS Webhook ] Sending request: https://tickets.mysite.com/otrs/nph-genericinterface.pl/Webservice/ZabbixTicketConnector/Ticket?UserLogin=mysuer&Password=mypèassword 4LB {"Ticket":{"Title":"{ALERT.SUBJECT}","Queue":"customer_coda","State":"new","PriorityID":"3","Customer User":"user","Type":"Problem"}," Article":{"Subject":"{ALERT.SUBJECT}","Body":"{ALE RT.MESSAGE}","TimeUnit":"0","ContentType":"text/plain; charset=utf8"}}
00:00:00.740 [Debug] [ OTRS Webhook ] Received response with status code 200: HTTP/2.0 200 OK Content-Type: application/json; charset=UTF-8 Content-Length: 74 Connection: close {"ArticleID":651031,"TicketNumber":"20210412340011 25","TicketID":"540198"}
00:00:00.740 [Debug] [ OTRS Webhook ] Failed to parse response received from OTRS
00:00:00.740 [Warning] [ OTRS Webhook ] ERROR: TypeError: cannot read property 'Error' of null

nothing is changed and i cannot face whats happening.

Can you help me find the reason?

Thank you.

[judsonab]

Hello, this webhook does not close a ticket on OTRS after a zabbix event gets status OK?

[joaop_pimenta]

Hi,
Is there any way to close the ticket? after alarm stop

[dynux]

Hello, suddendly my otrs integrations is giving this error:

00:00:00.000 [Debug] [ OTRS Webhook ] Sending request: https://tickets.mysite.com/otrs/nph-genericinterface.pl/Webservice/ZabbixTicketConnector/Ticket?UserLogin=mysuer&Password=mypèassword 4LB {"Ticket":{"Title":"{ALERT.SUBJECT}","Queue":"customer_coda","State":"new","PriorityID":"3","Customer User":"user","Type":"Problem"}," Article":{"Subject":"{ALERT.SUBJECT}","Body":"{ALE RT.MESSAGE}","TimeUnit":"0","ContentType":"text/plain; charset=utf8"}}
00:00:00.740 [Debug] [ OTRS Webhook ] Received response with status code 200: HTTP/2.0 200 OK Content-Type: application/json; charset=UTF-8 Content-Length: 74 Connection: close {"ArticleID":651031,"TicketNumber":"20210412340011 25","TicketID":"540198"}
00:00:00.740 [Debug] [ OTRS Webhook ] Failed to parse response received from OTRS
00:00:00.740 [Warning] [ OTRS Webhook ] ERROR: TypeError: cannot read property 'Error' of null

nothing is changed and i cannot face whats happening.

Can you help me find the reason?

Thank you.

The problem with this is that Zabbix 5.0.14 fails to parse the response because of HTTP/2.0 (maybe the "/" is not properly escaped?).

Turning back on HTTP/1.1 solves the problem.

Has this been resolved in the future releases?

[notify.teamapp]

Hi Guys,

Same Error for me also Zabbix version :6.4 and Otrs Version:6.0.1

When testing web hook its shows error.

Kindly help to resolve the issue