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Built for OTRS CE v 6.0.x
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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;
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Create incomig webhook by adding 'Incoming Webhook' app in MS Teams.Configure it, add it to specific channel and get the Webhook URL.
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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.. -
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.
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