iOtrs Setup (OTRS 5.x)

Basis Setup

IMPORTANT – This method works only on OTRS Framework 5.x and above – for older OTRS Frameworks, please use the Old Methods

To use the extended Features of iOTRS you have to install the Original OTRS iPhone Handle (Can be installed via the iOTRS Admin Interface from the OTRS Repository) and the iOtrs Extension (BOTH Modules have to be installed to use all features of iotas).

IMPORTANT: As of OTRS 5.x the Original iPhone Handle is „official“ not longer supported by the Company OTRS. Anyway it is still working fine in OTRS 5.x – but if you want to install it on a 5.x Installation, you have to patch the OPM Module which you can download from the OTRS Website. So you need to download the iPhone Handle Version 4.0.2 (or newer), open it with your favourite Text editor, and change on line 11:  <Framework>4.x.x</Framework> to  <Framework>5.x.x</Framework>. Save it and install the Module to OTRS.

The app will work with the Standard Interface, but for the extended Features „Ticket Search“, „Attachment Support“ (Attachment Open/Read), Push Messages …. you have to use the iOtrs Extension in addition.

If you Upgrading from a Previous Version of iOtrs (If applied a patch from this site before, please deinstall the iPhone Handle and install it again, then install the iOtrs Module.

Prerequisites: The following Perl Modules are needed for iOtrs:

LWP::UserAgent
HTTP::Request::Common
MIME::Base64

Download the following iOtrs Module for otrs (Windows and Linux):

https://apps.microcheese.de/iOtrs-5.0.1.opm  (Latest iOtrs Module for OTRS 5.x – 5.0.0)

To install change in OTRS to Admin – Packet Manager – Select file on the left side and press Install Package.

Then it should look like as follows (The Message „iOtrs 5.0.0 – Package not verified by the OTRS Group! It is recommended not to use this package.“ is correct, as it is a Module made by me, and is not verified by OTRS AG):

otrsModules

IMPORTANT: You need to point to „https://my.dns.or.ip/otrs/iotrs.pl“ on your IOS device to use all iotrs features (the original URL /otrs/json.pl will work as well, but only serves the standard OTRS Functions and not the advanced iOtrs functions.)


Activate Push Messages

To activate the Push Message feature you need to add GenericAgents in OTRS. (If you get the Push messages on your IOS Device, you can select in the IOS App, but to enable OTRS Server to send the Push messages, your need to create the following GenericAgents):


Create first GenericAgent

Select Admin – GenericAgents – Add Job

Job Name: Send IOS Push CreateTicket
Validity: Yes

Event based execution (single task) – Add a event Trigger: „Ticket“ – „Ticket Create“ and press the Plus sign

Execute Custom Module – Module: „Kernel::System::SendIOSPushNotification“ – Param 1 Key: „Action“ – Param 1 Value: „TicketCreate“

Then Press Save.

It should look like as follows:
Action1


Create a second GenericAction:

Job Name: Send IOS Push TicketAssignedToMe
Validity: Yes

Event based execution (single task) – Add a event Trigger: „Ticket“ – „TicketOwnerUpdate“ and press the Plus sign

Execute Custom Module – Module: „Kernel::System::SendIOSPushNotification“ – Param 1 Key: „Action“ – Param 1 Value: „TicketAssignedToMe“

Then Press Save.

It should look like as follows:
Action2


Create a third GenericAction:

Job Name: Send IOS Push TicketFollowUp
Validity: Yes

Event based execution (single task) – Add a event Trigger: „Article“ – „ArticleCreate“ and press the Plus sign

Execute Custom Module – Module: „Kernel::System::SendIOSPushNotification“ – Param 1 Key: „Action“ – Param 1 Value: „FollowUp“

Then Press Save.

It should look like as follows:
action3


Proxy/Firewall Note

Your OTRS Server needs to be able to connect to the Internet to send the Push Messages. Your OTRS Server should be able to connect to „iotrs.microcheese.de“ on port 80. If you have a Proxy, you need to configure it at:
Admin-SysConfig-iOtrs-API-iOtrs::API::ProxyAddress set it to your proxy address, e.g.: https://proxy.com:3128 or https://username:password@proxy.com:3128

After that you should be able to activate and use iOS Push notifications on your devices.


Privacy Note:

If you use the Push messages, for each Push the Following information is sent to a Relay Server on the internet. The Information will not be stored, it will only be relayed and sent out to Apple for Pushing out to your device. Neither your Data or DeviceIDs are stored on the external server.

Following information will be sent out (as it needs to be pushed to your device: Article-FromRealname, Article-Queue, Article-Title, Ticket-Owner, IOS Push Device ID). If you want to verify, you can see it in the source code of Kernel/System/SendIOSPushNotification.pm)