With the OTRS Business Solution™ 5s you have the possibility to create, acknowledge and resolve incidents in PagerDuty. The following article will explain how to configure the PagerDutyConnector to establish a connection between OTRS and PagerDuty.
To complete this Howto you need a PagerDuty account. Furthermore you need to configure a new service with the Integration Type “Use our API directly”. After that you’re ready to create Incidents via webservice in Pagerduty. ;-)
OTRS Requirements for this HowTo:
OTRS Framework
The following OTRS framework is required:
- 5.0.x
OTRS Packages
You need the following Freely selectable Features of the OTRS Business Solution™ 5s :
- OTRSGenericInterfaceInvokerTicket
(Adds new invoker for TicketCreate and TicketUpdate in the GenericInterface.)
- OTRSGenericInterfaceInvokerEventFilter
(Contains additional functionalities to add conditions to events of invokers.)
Third Party Software
You need this third party software:
- XML::Simple
- XML::LibXML
- XML::LibXSLT
DynamicFields
- DynamicField „PagerdutyID“ of type „TEXT“
Configuring the “PagerDutyConnector”
When you’re done with the pre-requirements, you have to create a new web service within OTRS. And you need to set up the needed requester invokers.
The name of the new webservice could be “PagerDutyConnector”:
General settings of the PagerdutyConnector
Configuring the Invoker “Create_Incident”
So we’re ready to start configuring our Invokers. The first Invoker is “Create_Incident”. Select all the needed data for your outgoing requests and use “XSLT” as a mapping for your outgoing data.
If you need a working XSLT-mapping, you can use the attached one. The only thing you have to add is your personal “routing_key”.
You also need a XSLT-mapping for the incoming response data, because we need to store the “dedup_key”. Use my mapping, if you need a working example.
Last point for this invoker is the used “Event trigger”. Just select one and you’re done with the first Invoker.
Configuring the Invoker “Acknowledge_Incident”
The next invoker is “Acknowledge_Incident”. Select all the needed data for your outgoing requests and also use “XSLT” as a mapping for your outgoing data.
If you need a working XSLT-mapping, you can use the attached mapping. As before you only need your personal “routing_key”.
You don’t need a mapping for the incoming data. PagerDuty only responds with a status, a message and the dedup_key.
Last point for this invoker is the used “Event trigger”. Just select one and you’re done with the second Invoker.
Configuring the Invoker “Resolve_Incident”
The last invoker is “Resolve_Incident”. Select all the needed data for your outgoing requests and also use “XSLT” as a mapping for your outgoing data.
If you need a working XSLT-mapping, you can use the attached mapping. As before you only need your personal “routing_key”.
As before you don’t need a mapping for the incoming data. PagerDuty only responds with the status, a message and the dedup_key.
Last point for this invoker is the used “Event trigger”. Just select one and you’re done with the third & last Invoker.
Configuring the “Network Transport”
Furthermore we need to configure the network transport. But it’s quite easy as you can see:
Afterwards just click on “Save and finish”.
Testing the “PagerDutyConnector”
Finally we can do some tests. Just create or take an already existing ticket and trigger the “Create_Incident” Invoker.
As result you should see something similiar in the OTRS Debugger:
In PagerDuty you’ll now see this Incident:
If we now trigger the Invoker “Acknowledge_Incident” we should receive a status “success”:
As a result the status changed from “Triggered” to “Acknowledged” in PagerDuty:
And at last the Invoker “Resolve_Incident”:
Finally the incident is also “resolved” in PagerDuty:
More information
You can also use other resources which are provided by PagerDuty.
Please go to the following website, if you need more information: https://v2.developer.pagerduty.com/docs/rest-api
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