How to Link / Get Config Item to a Ticket through Webservice (SOAP or REST) in OTRS

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I want to know how to get and link the ticket to Configuration item through SOAP or REST Webservice. I have imported this Restfull Web service in admin console and successfu

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醉梦人生

2021-01-01 07:34

Yes, the ticket can be linked to a configItem via a GUI and it can be done via a Webservice.

First of all you should write a new Generic Interface Connector operation, which will handle method LinkAdd from LinkObject Class ( APIdoc )

Then create and register new operations via a new XML file, like this:

FILE NAME: GenericInterfaceLinkObjectConnector.xml

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="GenericInterface::Operation::Module###LinkObject::LinkAdd" Required="0" Valid="1">
        <Description Translatable="1">GenericInterface module registration for the operation layer.</Description>
        <Group>GenericInterface</Group>
        <SubGroup>GenericInterface::Operation::ModuleRegistration</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Name">LinkAdd</Item>
                <Item Key="Controller">LinkObject</Item>
                <Item Key="ConfigDialog">AdminGenericInterfaceOperationDefault</Item>
            </Hash>
        </Setting>
    </ConfigItem>
</otrs_config>

After that you can publish a new provider WebService from OTRS GUI, where a newly created connector is used.

Make sure, that you pass all the needed parameters for the method!!!

 $True = $LinkObject->LinkAdd(
    SourceObject => 'Ticket',
    SourceKey    => '321',
    TargetObject => 'FAQ',
    TargetKey    => '5',
    Type         => 'ParentChild',
    State        => 'Valid',
    UserID       => 1,
);

UPDATE:

Please read this Document to understand how Generic Interface is built and then please add a new Connector ( LinkObject )

To register the connector and its operation - place XML file in /Kernel/Config/Files/...

Then go to Sysconfig -> GenericInterface -> GenericInterface::Operation::ModuleRegistration and set a tick next to the GenericInterface::Operation::Module###LinkObject::LinkAdd and save changes

Afterwards add this Connector file to /Custom/Kernel/GenericInterface/Operation/LinkObject/LinkAdd.pm

# --
# Kernel/GenericInterface/Operation/LinkObject/LinkAdd.pm - GenericInterface LinkAdd operation backend
# Copyright (C) 2016 ArtyCo (Artjoms Petrovs), http://artjoms.lv/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::GenericInterface::Operation::LinkObject::LinkAdd;

use strict;
use warnings;

use Kernel::GenericInterface::Operation::Common;
use Kernel::System::LinkObject;
use Kernel::System::VariableCheck qw(IsStringWithData IsHashRefWithData);

=head1 NAME

Kernel::GenericInterface::Operation::LinkObject::LinkAdd - GenericInterface Link Create Operation backend

=head1 SYNOPSIS

=head1 PUBLIC INTERFACE

=over 4

=cut

=item new()

usually, you want to create an instance of this
by using Kernel::GenericInterface::Operation->new();

=cut

sub new {
    my ( $Type, %Param ) = @_;

    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for my $Needed (
        qw(DebuggerObject ConfigObject MainObject LogObject TimeObject DBObject EncodeObject WebserviceID)
        )
    {
        if ( !$Param{$Needed} ) {
            return {
                Success      => 0,
                ErrorMessage => "Got no $Needed!"
            };
        }

        $Self->{$Needed} = $Param{$Needed};
    }

    # create additional objects
    $Self->{CommonObject} = Kernel::GenericInterface::Operation::Common->new( %{$Self} );
    $Self->{LinkObject}
        = Kernel::System->LinkObject->new( %{$Self} );

    return $Self;
}

=item Run()

Create a new link.

    my $Result = $OperationObject->Run(
        Data => {
            SourceObject => 'Ticket',
            SourceKey    => '321',
            TargetObject => 'Ticket',
            TargetKey    => '12345',
            Type         => 'ParentChild',
            State        => 'Valid',
            UserID       => 1,
        },
    );

    $Result = {
        Success      => 1,                                # 0 or 1
        ErrorMessage => '',                               # In case of an error
        Data         => {
            Result => 1,                                  # 0 or 1 
        },
    };

=cut

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !IsHashRefWithData( $Param{Data} ) ) {
        return $Self->{CommonObject}->ReturnError(
            ErrorCode    => 'LinkAdd.MissingParameter',
            ErrorMessage => "LinkAdd: The request is empty!",
        );
    }



    my $LinkID = $Self->{LinkObject}->LinkAdd(
        %Param,
    );

    if ( !$LinkID ) {
        return $Self->{CommonObject}->ReturnError(
            ErrorCode    => 'LinkAdd.AuthFail',
            ErrorMessage => "LinkAdd: Authorization failing!",
        );
    }

    return {
        Success => 1,
        Data    => {
            Result => $LinkID,
        },
    };
}

1;

=back

=head1 TERMS AND CONDITIONS

This software is part of the OTRS project (L<http://otrs.org/>).

This software comes with ABSOLUTELY NO WARRANTY. For details, see
the enclosed file COPYING for license information (AGPL). If you
did not receive this file, see L<http://www.gnu.org/licenses/agpl.txt>.

=cut

And afterwards it should appear and can be used from the Admin -> WebServices -> Available Operations dropdown and of course can be used as a webservice.

A PHP usage example can be seen below:

    #### Initialize new client session ####
$client = new SoapClient(
 null, 
 array(
 'location' => $url,
 'uri' => "Core",
 'trace' => 1,
 'login' => $username,
 'password' => $password,
 'style' => SOAP_RPC,
 'use' => SOAP_ENCODED
 )
);
#### Create and send the SOAP Function Call ####
$success = $client->__soapCall("Dispatch", 
array($username, $password,
"LinkObject", "LinkAdd",
"SourceObject", 'Ticket',
"SourceKey", $ticket_id1,
"TargetObject", 'Ticket',
"TargetKey", $ticket_id2,
"Type", 'ParentChild',
"State", 'Valid',
"UserID", '1'
));

In case of errors - enable debugging, review the System Log and check all the initial settings of OTRS

Good Luck!

UPDATE #2

To register a webservice - press the button Add new webservice, name it as you want it and set the following settings ( Select the LinkAdd Operation ) and save it

UPDATE #3

Here is an updated module file for OTRS 5

    # --
# Kernel/GenericInterface/Operation/LinkObject/LinkAdd.pm - GenericInterface LinkAdd operation backend
# Copyright (C) 2016 ArtyCo (Artjoms Petrovs), http://artjoms.lv/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::GenericInterface::Operation::LinkObject::LinkAdd;

use strict;
use warnings;

use Kernel::GenericInterface::Operation::Common;
use Kernel::System::LinkObject;
use Kernel::System::VariableCheck qw(IsStringWithData IsHashRefWithData);

=head1 NAME

Kernel::GenericInterface::Operation::LinkObject::LinkAdd - GenericInterface Link Create Operation backend

=head1 SYNOPSIS

=head1 PUBLIC INTERFACE

=over 4

=cut

=item new()

usually, you want to create an instance of this
by using Kernel::GenericInterface::Operation->new();

=cut

sub new {
    my ( $Type, %Param ) = @_;

    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for my $Needed (
        qw( DebuggerObject WebserviceID )
        )
    {
        if ( !$Param{$Needed} ) {
            return {
                Success      => 0,
                ErrorMessage => "Got no $Needed!"
            };
        }

        $Self->{$Needed} = $Param{$Needed};
    }

    # create additional objects
    $Self->{CommonObject} = Kernel::GenericInterface::Operation::Common->new( %{$Self} );
    $Self->{LinkObject}
        = $Kernel::OM->Get('Kernel::System::LinkObject');

    return $Self;
}

=item Run()

Create a new link.

    my $Result = $OperationObject->Run(
        Data => {
            SourceObject => 'Ticket',
            SourceKey    => '321',
            TargetObject => 'Ticket',
            TargetKey    => '12345',
            Type         => 'ParentChild',
            State        => 'Valid',
            UserID       => 1,
        },
    );

    $Result = {
        Success      => 1,                                # 0 or 1
        ErrorMessage => '',                               # In case of an error
        Data         => {
            Result => 1,                                  # 0 or 1 
        },
    };

=cut

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !IsHashRefWithData( $Param{Data} ) ) {
        return $Self->{CommonObject}->ReturnError(
            ErrorCode    => 'LinkAdd.MissingParameter',
            ErrorMessage => "LinkAdd: The request is empty!",
        );
    }



    my $LinkID = $Self->{LinkObject}->LinkAdd(
        %Param,
    );

    if ( !$LinkID ) {
        return $Self->{CommonObject}->ReturnError(
            ErrorCode    => 'LinkAdd.AuthFail',
            ErrorMessage => "LinkAdd: Authorization failing!",
        );
    }

    return {
        Success => 1,
        Data    => {
            Result => $LinkID,
        },
    };
}

1;

=back

=head1 TERMS AND CONDITIONS

This software is part of the OTRS project (L<http://otrs.org/>).

This software comes with ABSOLUTELY NO WARRANTY. For details, see
the enclosed file COPYING for license information (AGPL). If you
did not receive this file, see L<http://www.gnu.org/licenses/agpl.txt>.

=cut

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天涯浪人

2021-01-01 07:57

After lot of work, i've found the solution to made it by POST REST call. My main trouble was about creating LinkObject with right %Param. So, i've implement direct code to aquire right call LinkAdd. Mainly, Artjoman provide the way. But i catch some errors on it, so here is another perl module in OTRS_HOME/Custom/Kernel/GenericInterface/Operation/LinkObject/LinkAdd.pm:

# --
# Kernel/GenericInterface/Operation/LinkObject/LinkAdd.pm - GenericInterface LinkAdd operation backend
# Copyright (C) 2016 ArtyCo (Artjoms Petrovs), http://artjoms.lv/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::GenericInterface::Operation::LinkObject::LinkAdd;

use strict;
use warnings;

use Kernel::System::ObjectManager;
use Kernel::System::VariableCheck qw(IsStringWithData IsHashRefWithData);

=head1 NAME

Kernel::GenericInterface::Operation::LinkObject::LinkAdd - GenericInterface Link Create Operation backend

=head1 SYNOPSIS

=head1 PUBLIC INTERFACE

=over 4

=cut

=item new()

usually, you want to create an instance of this
by using Kernel::GenericInterface::Operation->new();

=cut

sub new {
    my ( $Type, %Param ) = @_;

    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for my $Needed (
        qw( DebuggerObject WebserviceID )
        )
    {
        if ( !$Param{$Needed} ) {
            return {
                Success      => 0,
                ErrorMessage => "Got no $Needed!"
            };
        }

        $Self->{$Needed} = $Param{$Needed};
    }

    # create additional objects

    local $Kernel::OM = Kernel::System::ObjectManager->new( %{$Self} );
    $Self->{LinkObject}
        = $Kernel::OM->Get('Kernel::System::LinkObject');

    return $Self;
}

=item Run()

Create a new link.

    my $Result = $OperationObject->Run(
        Data => {
            SourceObject => 'Ticket',
            SourceKey    => '321',
            TargetObject => 'Ticket',
            TargetKey    => '12345',
            Type         => 'ParentChild',
            State        => 'Valid',
            UserID       => 1,
        },
    );

    $Result = {
        Success      => 1,                                # 0 or 1
        ErrorMessage => '',                               # In case of an error
        Data         => {
            Result => 1,                                  # 0 or 1 
        },
    };

=cut

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !IsHashRefWithData( $Param{Data} ) ) {
        return $Self->ReturnError(
            ErrorCode    => 'LinkAdd.MissingParameter',
            ErrorMessage => "LinkAdd: The request is empty!",
        );
    }

    my $LinkID = $Self->{LinkObject}->LinkAdd(
        'SourceKey' => $Param{Data}{SourceKey},
        'SourceObject' => $Param{Data}{SourceObject},
        'State' => $Param{Data}{State},
        'TargetKey' => $Param{Data}{TargetKey},
        'TargetObject' => $Param{Data}{TargetObject},
        'Type' => $Param{Data}{Type},
        'UserID' => $Param{Data}{UserID},
    );

    if ( !$LinkID ) {
        return $Self->ReturnError(
            ErrorCode    => 'LinkAdd.AuthFail',
            ErrorMessage => "LinkAdd: Authorization failing!",
        );
    }

    return {
        Success => 1,
        Data    => {
            Result => $LinkID,
        },
    };
}

sub ReturnError {
    my ( $Self, %Param ) = @_;

    $Self->{DebuggerObject}->Error(
        Summary => $Param{ErrorCode},
        Data    => $Param{ErrorMessage},
    );

    # return structure
    return {
        Success      => 1,
        ErrorMessage => "$Param{ErrorCode}: $Param{ErrorMessage}",
        Data         => {
            Error => {
                ErrorCode    => $Param{ErrorCode},
                ErrorMessage => $Param{ErrorMessage},
            },
        },
    };
}

1;

=back

=head1 TERMS AND CONDITIONS

This software is part of the OTRS project (L<http://otrs.org/>).

This software comes with ABSOLUTELY NO WARRANTY. For details, see
the enclosed file COPYING for license information (AGPL). If you
did not receive this file, see L<http://www.gnu.org/licenses/agpl.txt>.

=cut

So, making POST call to (http://otrs_host/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/LinkAdd?UserLogin=login&Password=password) with json

{"SourceObject":"Ticket","SourceKey":"7","TargetObject":"ITSMConfigItem","TargetKey":"1","Type":"DependsOn","State":"Valid","UserID":"1"}

will create a link between Ticket and ITSMConfigItem (not a computer, hardware and so on.) I think, this simple and quite rude solution will help to understand how to add a full-api operations to your REST otrs with a better(but working) way.

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