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Web Service Settings - OTRS as Provider
Network transport
Select which network transport would you like to use with the web service. Possible values are *HTTP::REST* and *HTTP::SOAP*.
After selecting the transport method, you have to save the configuration with clicking on the *Save* button. A *Configuration* button will be displayed next to this field.
The *Configuration* button is visible only, after a network transport was selected and saved. See the configuration for *OTRS as Provider - HTTP\:\:REST* and *OTRS as Provider - HTTP\:\:SOAP* below.
Add Operation
This option is visible only, after a network transport was selected and saved. Selecting an operation will open a new screen for its configuration.
Web Service Settings - OTRS as Provider - Operation
OTRS as Provider - HTTP\:\:REST
Web Service Settings - OTRS as Provider - HTTP\:\:REST
OTRS as Provider - HTTP\:\:SOAP
Web Service Settings - OTRS as Provider - HTTP\:\:SOAP
Requester Web Service Settings
Web Service Settings - OTRS as Requester
The *Configuration* button is visible only, after a network transport was selected and saved. See the configuration for *OTRS as Requester - HTTP\:\:REST* and *OTRS as Requester - HTTP\:\:SOAP* below.
It is possible to use both object and array format as a JSON response of the remote system. However, in the case it is an array, system stores it as an object internally, where ``ArrayData`` is used as a key and a value is an array. Because of that, responded JSON array can be mapped efficiently, but has to be considered as an object described above (key is ``ArrayData``, but \* can also be used as wildcard).
Add error handling module
Web Service Settings - OTRS as Provider - Error Handling Module
OTRS as Requester - HTTP\:\:REST
Web Service Settings - OTRS as Requester - HTTP\:\:REST
OTRS as Requester - HTTP\:\:SOAP
Web Service Settings - OTRS as Requester - HTTP\:\:SOAP
Ticket Settings
A :term:`ticket` is similar to a medical report created for a hospital patient. When a patient first visits the hospital, a medical report is created to hold all necessary personal and medical information on him. Over multiple visits, as he is attended to by the same or additional doctors, the attending doctor updates the report by adding new information on the patient's health and the ongoing treatment. This allows any other doctors or the nursing staff to get a complete picture on the case at hand. When the patient recovers and leaves the hospital, all information from the medical report is archived and the report is closed.
Ticket systems such as OTRS handle tickets like normal emails. The messages are saved in the system. When a customer sends a request, a new ticket is generated by the system which is comparable to a new medical report being created. The response to this new ticket is comparable to a doctor's entry in the medical report. A ticket is closed if an answer is sent back to the customer, or if the ticket is separately closed by the system. If a customer responds again on an already closed ticket, the ticket is reopened with the new information added.
Ticket Zoom Screen
Every ticket is stored and archived with complete information. Since tickets are handled like normal emails, attachments and contextual annotations will also be stored with each email. In addition, information on relevant dates, employees involved, working time needed for ticket resolution, etc. are also saved. At any later stage, tickets can be sorted, and it is possible to search through and analyze all information using different filtering mechanisms.
Attachments
For any size of organization it is often required to send a service agreement, the terms of service or a privacy statement out when a customer signs a contract.
OTRS can handle an infinite number of attachments (PDF, image, etc.) and can bundle them into templates. Your agents don’t need to maintain the attachments on their own, nor don’t they need to upload them again and again - they can just use the predefined templates.
Use this screen to add attachments for use in templates. A fresh OTRS installation doesn't contain any attachments by default. The attachment management screen is available in the *Attachments* module of the *Ticket Settings* group.

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