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restotrs
Roberto Caiola
Roberto Caiola

Reputation: 11

OTRS - How to disable triggers / invoker requests (OTRS to external webservices) on ticket update?

How can I disable triggers / invoker requests (OTRS to external service), when ticket is updated through REST?

About OTRS:

My issue is that when I update the ticket through REST, it does an request with the invoker which is not pretended.

I want to just the invokers to send requests when the ticket is updated on GUI / OTRS frontend.

Is it possible to do?

Upvotes: 0

Views: 468

Answers (1)

Roberto Caiola
Roberto Caiola

Reputation: 11

Work-around:

I created an agent "ioz" on OTRS, that is used on the Webservices when authenticating.

On the source code of the invoker, you add an condition to avoid further updates if the last user changing the ticket has the ID of the user "ioz" (e.g. #3).

(And send an log message to OTRS if needed).

# If last change (User ID) was done by user "ioz" we cancel the request

if ($TicketInfo{ChangeBy} == 3) {

    return {
        Success      => 0,
        ErrorMessage => 'Request canceled, last changes were done through webservices by IOZ'
    };
}**

Upvotes: 0

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