OTRS-Ticket-Notification-To-MS-Teams

• Built for OTRS CE v 6.0.x

• Send ticket notification to MS Teams Channel upon ticket action. E.g: TicketQueueUpdate

    Used CPAN Module:
    
    JSON::MaybeXS; 	#yum install -y perl-JSON-MaybeXS
    LWP::UserAgent; #yum install -y perl-LWP-Protocol-https
    HTTP::Request::Common;	
  

1. Create incomig webhook by adding 'Incoming Webhook' app in MS Teams.Configure it, add it to specific channel and get the Webhook URL.

2. Update the Webhook Url at System Configuration > TicketMSTeams::Queue

    Queue 1 Name => MS Team Channel Webhook 1  
    Queue 2 Name => MS Team Channel Webhook 2  
    Queue 3 Name => MS Team Channel Webhook 3  
    
    Example :
    Misc => https://outlook.office.com/webhook/b30SDS10-9466-fd0c1556d9b1/IncomingWebhook/6DFGDF88  
    and so on..
   

3. Admin must create a new Generic Agent (GA) with option to execute custom module.

    [Mandatory][Name]: Up to you.
    [Mandatory][Event Based Execution] : Mandatory. Up to you. Example, TicketQueueUpdate for moving ticket to another queue
    [Optional][Select Ticket]: Optional. Up to you.
    [Mandatory][Execute Custom Module] : Module => Kernel::System::Ticket::Event::TicketMSTeams
   
    [Mandatory][Param 1 Key] : Subject   
    [Mandatory][Param 1 Value] : Text subject to be sent to the channel.
    [Mandatory][Param 2 Key] : Text1  
    [Mandatory[Param 2 Value] : Text body to be sent to the channel.
    [Optional][Param 3 Key] : Text2  
    [Optional[Param 3 Value] : Additional text body to be sent to the channel.
    
    #Support OTRS ticket TAG only. 
    #Support <OTRS_NOTIFICATION_RECIPIENT_UserFullname>, <OTRS_OWNER_UserFullname>, <OTRS_RESPONSIBLE_UserFullname> and <OTRS_CUSTOMER_UserFullname> tag.
    #Only support plain text.