Create and Update OTRS Tickets from the Command-Line

perl-camel

I recently wrote a notification script for Centreon / Nagios to create and update tickets in OTRS. The ticket details and OTRS connection settings are all defined on the command-line. The GenericTicketConnector.yml must first be installed in OTRS, and a user (aka “Agent”) created for the script. I used perl’s taint mode, so had to hard-code the various log file locations ($logfile, $csvfile, and $dbfile). The Log::Handler module allows the script to output and log different amounts of activity detail, and the DBD::SQLite module is used to keep a local database of the Ticket ID (from OTRS) and the Problem ID (from Centreon / Nagios) associations — so the OTRS ticket can be updated with follow-up notifications from Centreon / Nagios for the same issue.

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