Re: [opennms-devel] Interface with help desk systems

On Feb 26, 2008, at 3:53 PM, Eduardo Raffoul wrote:

> This last point is my problem, and what i want to know, is if  
> effectively ONMS allows this behave or if in the other hand, i cant  
> do anything else than this

The way that works is the TicketerServiceLayer makes to calls to your  
plugin:

1) Ticket otrsTicket = plugin.get(ticketId)

Your plugin should return an instance of  
org.opennms.netmgt.ticketd.Ticket based on the provided ID.  Then the  
service layer updates the ticket state enum setting it to:

  org.opennms.netmgt.model.TroubleTicketState.CLOSED

2) plugin.saveOrUpdate(otrsTicket);

This is where your plugin needs to map the TroubleTicketState to the  
correct state in OTRS.


HTH,

David Hustace
The OpenNMS Group, Inc.


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