roxleopardo / otrs-ticket-notification-to-telegram-group

OTRS - Send a ticket notification to SPECIFIC TELEGRAM GROUP based on Queue upon ticket action. E.g: TicketQueueUpdate

OTRS-Ticket-Notification-To-Telegram-Group

• Built for OTRS CE v 6.0.x

• Send ticket notification to SPECIFIC TELEGRAM GROUP based on Queue 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. A telegram bot must be created by chat with @FatherBot and obtain the token via Telegram.

2. Update the telegram bot token at System Configuration > TicketTelegramGroup::Token

3. Update the telegram group chat_id in System Configuration > TicketTelegramGroup::ChatID

    Queue 1 Name => Group 1 Telegram Chat ID  
    
    Example:
    Misc => 1001186418888  
    an so on..
   
    Notes:
    * Add the bot (1) into the your telegram group and start the conversation with the bot first. 
    
    e.g: /hello @BOT_NAME    
    
    * By using  https://api.telegram.org/bot<TOKEN>/getUpdates , we can obtain the chat_id of the group    
   

4. 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::TicketTelegramGroup
   
    [Mandatory][Param 1 Key] : Text1  
    [Mandatory][Param 1 Value] : Text to be sent to the user.
    [Optional][Param 2 Key] : Text2  
    [Optional][Param 2 Value] : Additional text to be sent to the user.
    
    #Support OTRS ticket TAG only. bold, newline must be in HTML code.  
    #Support <OTRS_NOTIFICATION_RECIPIENT_UserFullname>, <OTRS_OWNER_UserFullname>, <OTRS_RESPONSIBLE_UserFullname> and <OTRS_CUSTOMER_UserFullname> tag.
   

5. To test the connection to telegram,

   shell > curl -X GET https://api.telegram.org/bot<TELEGRAM_BOT_TOKEN>/getMe