Ticket Slack and RocketChat Notification

Ticket Slack and RocketChat Notification

Radiant System

  • €49.00


Use Cases | Key features | User's Manual | Package installation | ConfigurationSystem requirementsRoadmap


    Use Cases

    Integration with Slack and RocketChat - event notifications from OTRS to channels.


    Key features

      The module allows to receive agent notifications on events from OTRS to Slack and RocketChat channels.

      Notifications are configured on the queue. For each queue, you can configure an unlimited number of Slack or RocketChat channels.

      Event notifications are available:

      • Adding a note to the ticket (AddNote)
      • Delaying time has come (DelayingTime)
      • The time for the first response reached (FirstResponseEscalation)
      • Customer Response (FollowUp)
      • The owner of the request was changed (OwnerUpdate)
      • There is a timeout (PendingTime)
      • Ticket solution time reched (SolutionEscalation)
      • Change of ticket status (StateUpdate)
      • New ticket (TicketCreate)

         


        User's Manual

        To receive notifications, an agent must be a member of a Slack or RocketChat channel for which notifications from OTRS are configured. 

         


        Package installation

        Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).

        http://your-server/otrs/index.pl?Action=AdminPackageManager 

        The steps for installing the package are described in the official OTRS instructions for the Administrator.

         


        Configuration

        The package can be configured via the System Configuration in the Admin Interface.

        The following configuration options are available:

        Module configuration is made in TicketSlackNotification → Core. The appearance of the settings window is shown in Figure 5.1.

        Figure 5.1. Configuration

         

        Module configuration contains 7 elements:

        • SlackNotification::QueueRecipients
        • SlackNotification::SlackLink
        • SlackNotification::SlackCalendar
        • SlackNotification::EventFormat
        • SlackNotification::StateUpdate::StateIDs
        • SlackNotification::TicketCreate::SenderTypes
        • SlackNotification::Subject

         Below is the description of each element.

        5.1.1. SlackNotification::QueueRecipients

        This setting determines the correspondence of queues and Slack channels to which  messages will be sent from specified queues. Multiple channels can be configured for one queue.

         In the section, settings for several queues can be added.

        Field

        Description

        Key

        Queue Name in OTRS

        Content

        Webhook of Slack channel, in which messages about events from a specified queue will be sent. If necessary, you can specify several channels. For that you need to specify their webhook in this field with a separator “|”

         

        5.1.2. SlackNotification::SlackLink

        This setting specifies a link to the channel API in Slack.

        Field

        Description

         

        Webhook of Slack queue, in which messages about events from a specified queue will be sent.

         

        5.1.3. SlackNotification::SlackCalendar

        This setting determines whether the calendar is used (for sending notifications only during business hours specified in the calendar).

        Field

        Description

         

        Set of values: "" yes, "no".

        The default value is yes.

        If you select "yes", notifications to Slack are sent only during business hours, which are set in the calendar.

        If you select the "no" option, notifications to Slack are sent at any time.

         

        5.1.4. SlackNotification::EventFormat

        This setting determines the format of the notification text for each event.

        Field

        Description

        Key

        Event name

        Content

        Notification message

         

        For each of the events, a notification is sent to the Slask channel, their text is given in the table:

        Event name

        Notification body

        Comment

        AddNote

        @$login, new ticket

        @$login -
        @Login of a ticket owner

        DelayingTime

        @$login, delaynig time has come|”hold”

        @$login - @Login of a ticket owner

        |hold – state which is tracked (hold)(hold)

        FirstResponseEscalation

        Requires prompt type assignment|70%

        |70% - % of SLA time when an event notification will be sent

        FollowUp

        Customer response

         

        OwnerUpdate

        @$login, You are assigned as a ticket owner

        @$login - @Login of a ticket owner

        PendingTime

        @$login, pending time has come|”pending client”

        @$login - @Login of a ticket owner

        |pending client – state which is tracked (pending client)

        SolutionEscalation

        Less than 70% is left before a ticket solution time.

        |70% - % of SLA time when an event notification will be sent

        StateUpdate

        Change of status

         

        TicketCreate

        New ticket

         

         

        In addition to the text indicated in the "Notification text" field, the following information is sent to each user for each ticket:

        • From: the sender's name and e-mail
        • Subject: subject of the note
        • More:link to OTRS ticket

        Example of a notification layout ( Figure 5.2, 5.3):

        Figure 5.2. Notification layout in Slack

         

        Figure 5.3. Notification layout in RocketChat

         

        5.1.5. SlackNotification::StateUpdate::StateIDs

        This setting specifies a list of state IDs for which event notifications will be sent on the StateUpdate event (change of Status).

        5.1.6. SlackNotification::TicketCreate::SenderTypes

        This setting determines the types of notes that will be sent to the TicketCreate event notification.

        Поле

        Description

         

        Possible types of notes: system, customer, agent

         

        5.1.7. SlackNotification::Subject

        This setting determines what will be displayed in the subject of the notification (the article subjector the ticket title)

        Field

        Description

         

        Possible values: article subject, ticket title

         

        5.2. Module configuration (in the "Administration" section)

        The module configuration in the "Administration" section is not required.

        5.3. Additional setting

        After making the settings in the system configuration, in order to start sending notifications, you need to run the script in Cron (or another task scheduler):

         

        */1 * * * * $HOME/bin/RS.TicketSlackNotification.pl >> /dev/null

         


        System requirements

        Minimal requirements to hardware for OTRS:

        • Processor 3 GHz Xeon or comparable
        • RAM 8 GB RAM
        • Disk space 256 GB

        Software requirements:

        • OTRS Community Edition 6.0


          Roadmap