otobo 4.0.0

Python client library for the OTOBO REST API

Python OTOBO Client Library

Links

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

Documentation

• Getting started (English)
• Einstieg (Deutsch)

Features

• Asynchronous HTTP requests using httpx.AsyncClient

• Pydantic models for request and response data validation

• Full CRUD operations for tickets:

  • TicketCreate
  • TicketSearch
  • TicketGet
  • TicketUpdate

• 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:

# Install with uv (recommended)
curl -LsSf https://astral.sh/uv/install.sh | sh
uv tool install otobo
otobo setup

# Update later
uv tool upgrade otobo

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",
  webservice_name="OTOBO",
  auth=AuthData(UserLogin="user1", Password="SecurePassword"),
  operation_url_map={
    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, TicketSearchRequest, TicketCreateParams,
                   TicketHistoryParams, TicketUpdateRequest,
                   TicketGetRequest, 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 TicketSearchRequest, TicketGetRequest

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

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

5. Update a ticket

from otobo import TicketUpdateRequest

update_params = TicketUpdateRequest(
    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