Request Tracker 2

How it works

The Request Tracker 2 provider uses the REST API of Request Tracker to retrieve data in order to open a ticket.

Compatibility

This connector requires at least the version 2.0 of the REST API of Request Tracker

Feature information

Open ticket	Close ticket (from Centreon to Request Tracker)	Handle custom fields
✓	✘	✓

Requirements

Before going any further, make sure that you correctly setup centreon-open-ticket into your Centreon instance

Our provider requires the following parameters:

Parameter	Example of value
Address	192.168.0.7
token	xxxxxxxxxxxxxxxxxxxxxxxxxxxx
Path	/REST/2.0/
Timeout	60

Network flow

Source	Destination	Protocol/Port
Centreon central server	Request Tracker	TCP/443 (https) or TCP/80 (http)

Account

You need the following information:

• Address
• Token

The aforementioned account must be able open a ticket through the /ticket API endpoint.

The connector will also try to access the following API endpoints depending on the configuration of your open ticket rule:

• /queues/all
• /customfields
• /customfield

Some test commands that you can run from your Centreon central server are available in the Test commands section.

Retrieved data

This open ticket connector can retrieve the following information from your Request Tracker server:

• Custom fields
• Queues

If you need more information regarding retrieved data from an open ticket connector, please read the retrieved data chapter from the Open Ticket global documentation.

Additional data

This open ticket connector can also send the following information when opening a ticket:

• Requestor
• Cc

Those information are not retrieved from Request Tracker. They are configured in your open ticket rule as custom lists.

Test commands

The curl commands listed below must be run from your central server. You need to replace all elements between <>. For example <rt_address> may be replaced with my_rt.local.

Get queues

curl 'https://<rt_address>/REST/2.0/queues/all?fields=id,Name&per_page=100&page=1' \
--header 'Content-Type: application/json' \
--header 'Authorization: token <token>' \

Get custom fields

List custom fields based on the filter:

curl 'https://<rt_address>/REST/2.0/customfields?fields=Name' \
--header 'Content-Type: application/json' \
--header 'Authorization: token <token>' \
--data '[{"field": "Name","operator":"LIKE","value":"<filter_value>"}]'

Get custom field information from previous result:

curl 'https://<rt_address>/REST/2.0/customfield/<customfield_id>' \
--header 'Content-Type: application/json' \
--header 'Authorization: token <token>'

Open a ticket

Keep in mind that the data in the command below is just an example and your Request Tracker server may ask you to add mandatory data.

curl --location 'https://<rt_address>/REST/2.0//Ticket' \
--header 'Content-Type: application/json' \
--header 'Authorization: token <token>' \
--data '{
  "Queue": "queue_name",
  "Subject":"this is a test ticket",
  "Content":"Believe it or not, but it is just a test"
}'