How to connect OTRS with PagerDuty

Robert Ullrich19. Apr 2017 | Consulting Use cases

Disclaimer:

The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept.

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

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.