Post OTRS Ticket notifications to Mattermost

otrs2mattermost.sh

#!/bin/bash

# This is a script to send a notification from OTRS to Mattermost.
# Create a new Generic Agent and select "TicketCreate" under event based events.
# Finally, put in the path to the script into the command box.
# Of course you could use it for different notifications, but OTRS is only giving the ticket number and id to the script.

WEBHOOK_URL="<HOOKURL>"

BOT_NAME="OTRSbot"
ICON_URL="<ICONURL>"

DB_HOST="localhost"
DB_NAME="otrs"
DB_USER="otrs"
DB_PASS="<DBPASS>"


TICKET_NUMBER=$1
TICKET_ID=$2

## unless I figure out how to split a single mysql result into multiple variables,
## just use two single queries...
title=`mysql -h$DB_HOST -u$DB_USER -p$DB_PASS -se "SET NAMES utf8; SELECT title FROM ticket WHERE id = '$TICKET_ID'" $DB_NAME`
customerId=`mysql -h$DB_HOST -u$DB_USER -p$DB_PASS -se "SET NAMES utf8; SELECT customer_id FROM ticket WHERE id = '$TICKET_ID'" $DB_NAME`

link="https://otrs/index.pl?Action=AgentTicketZoom;TicketID=$TICKET_ID"

# not sure if title can be empty, but it's nice to check anyway.
# use the link instead
if [ -z "$title" ]
then
    title=$link
fi

header="Content-Type: application/json; charset=utf-8"
request_body=$(< <(cat <<EOF
{
  "username": "$BOT_NAME",
  "text": "**New Ticket** #$TICKET_NUMBER by $customerId: [$title]($link)",
  "icon_url": "$ICON_URL"
}
EOF
))

curl -i -X POST -H "$header" -d "$request_body" "$WEBHOOK_URL"

Hi @senk,

I know it's a little bit off topic. But I can't stop writing. There is an OTRS alternativ (and excuse I'm one of the core member) which has an Slack/Mattermost integration out of the box (without external db access and with a nice admin interface).

Admin Interace:

User Unterface where your see ticket changes in Slack/Mattermost:

We use it by our self with Mattermost and it's phantasmic.

Sorry for disruption.