otobo 1.1.5

Python client library for the OTOBO REST API

Python OTOBO Client Library

An asynchronous Python client for interacting with the OTOBO REST API. Built with httpx and pydantic for type safety and ease of use.

Features

• Asynchronous HTTP requests using httpx.AsyncClient

• Pydantic models for request and response data validation

• Full CRUD operations for tickets:

  • TicketCreate
  • TicketSearch
  • TicketGet
  • TicketUpdate
  • TicketHistoryGet

• Error handling via OTOBOError for API errors

• Utility method search_and_get to combine search results with detailed retrieval

Installation

OTOBO is available on PyPI and can be installed using pip: Install from PyPI:

pip install otobo

Quickstart

Setup OTOBO Webservices:

Create a new web service in OTOBO with the following configuration:

---
Debugger:
  DebugThreshold: debug
  TestMode: '0'
Description: ''
FrameworkVersion: 11.0.5
Provider:
  Operation:
    session-create:
      Description: ''
      IncludeTicketData: '0'
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Session::SessionCreate
    ticket-create:
      Description: ''
      IncludeTicketData: '1'
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketCreate
    ticket-get:
      Description: ''
      IncludeTicketData: '0'
      MappingInbound:
        Config:
          KeyMapDefault:
            MapTo: ''
            MapType: Keep
          ValueMapDefault:
            MapTo: ''
            MapType: Keep
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketGet
    ticket-history-get:
      Description: ''
      IncludeTicketData: '0'
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketHistoryGet
    ticket-search:
      Description: ''
      IncludeTicketData: '0'
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketSearch
    ticket-update:
      Description: ''
      IncludeTicketData: '1'
      MappingInbound:
        Type: Simple
      MappingOutbound:
        Type: Simple
      Type: Ticket::TicketUpdate
  Transport:
    Config:
      AdditionalHeaders: ~
      KeepAlive: '1'
      MaxLength: '16000'
      RouteOperationMapping:
        session-create:
          RequestMethod:
            - HEAD
            - OPTIONS
            - PATCH
            - POST
            - PUT
          Route: /session
        ticket-create:
          RequestMethod:
            - HEAD
            - OPTIONS
            - POST
          Route: /ticket
        ticket-get:
          RequestMethod:
            - HEAD
            - OPTIONS
            - POST
          Route: /ticket/get
        ticket-history-get:
          RequestMethod:
            - HEAD
            - OPTIONS
            - POST
          Route: /ticket/history
        ticket-search:
          RequestMethod:
            - HEAD
            - OPTIONS
            - POST
          Route: /ticket/search
        ticket-update:
          RequestMethod:
            - HEAD
            - OPTIONS
            - PATCH
            - PUT
          Route: /ticket
    Type: HTTP::REST
RemoteSystem: ''
Requester:
  Transport:
    Type: HTTP::REST

Create a new Agent

Create a new Otobo Agent with a secure password and give it the permissions needed for the thing you want to accomplish.

1. Configure the client

from otobo import TicketOperation, OTOBOClientConfig
from otobo import AuthData

config = OTOBOClientConfig(
    base_url="https://your-otobo-server/nph-genericinterface.pl",
    service="OTOBO",
    auth=AuthData(UserLogin="user1", Password="SecurePassword"),
    operations={
        TicketOperation.CREATE.value: "ticket",
        TicketOperation.SEARCH.value: "ticket/search",
        TicketOperation.GET.value: "ticket/get",
        TicketOperation.UPDATE.value: "ticket",
        TicketOperation.HISTORY_GET.value: "ticket/history",
    }
)

2. Initialize the client

import logging
from otobo import OTOBOClient

logging.basicConfig(level=logging.INFO)


client = OTOBOClient(config)

3. Create a ticket

from otobo import (TicketOperation, OTOBOClientConfig, AuthData, TicketSearchParams, TicketCreateParams,
                   TicketHistoryParams, TicketUpdateParams, \
                   TicketGetParams, OTOBOClient, OTOBOTicketCreateResponse)

payload = TicketCreateParams(
    Ticket={
        "Title": "New Order",
        "Queue": "Sales",
        "State": "new",
        "Priority": "3 normal",
        "CustomerUser": "[e-mail]"
    },
    Article={
        "Subject": "Product Inquiry",
        "Body": "Please send pricing details...",
        "MimeType": "text/plain"
    }
)

response: OTOBOTicketCreateResponse = await client.create_ticket(payload)
print(response.TicketID, response.TicketNumber)

4. Search and retrieve tickets

from otobo import TicketSearchParams, TicketGetParams

search_params = TicketSearchParams(Title="%Order%")
search_res = await client.search_tickets(search_params)
ids = search_res.TicketID

for ticket_id in ids:
    get_params = TicketGetParams(TicketID=ticket_id, AllArticles=1)
    details = await client.get_ticket(get_params)
    print(details.Ticket[0])

5. Update a ticket

from otobo import TicketUpdateParams

update_params = TicketUpdateParams(
    TicketID=response.TicketID,
    Ticket={"State": "closed"}
)
await client.update_ticket(update_params)

6. Get ticket history

from otobo import TicketHistoryParams

history_params = TicketHistoryParams(TicketID=str(response.TicketID))
history_res = await client.get_ticket_history(history_params)
print(history_res.History)

7. Combined search and get

from otobo import FullTicketSearchResponse

full_res: FullTicketSearchResponse = await client.search_and_get(search_params)

License

MIT © Softoft, Tobias A. Bueck