UPDATE ......From Tuesday 8 April 2025 we have changed the way that Single Sign-on works on this wiki. Please see here for more information:
Update
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In a nutshell, the OTRConsumer retrieves the XML messages from the ESB OTRS queue, and parses the XML, and uses a standard class, OTRSTicket to store the parsed XML values into. The OTRSTicket class is then used to store the data within the two the MySQL databases database described below.
The class uses the standard AuditLog class to write log message to /tmp/otrs/OTRSConsumer-YYYYMMDD.log. The location and name of the log file is configurable from within the otrs.properties file
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The OTRSConsumer connects to two a MySQL databasesdatabase:
sde database on test-msr.geant.net using user reportsUser
maintenance database on uat-dboard01-corr.geant.net using user maintainor. This database is used by the UAT version of the new dashboard correlator. This is not in use by the Production instance.
*** IMPROVEMENT - Add a configuration flag to turn on / off the UAT Dashboard connection
Microsoft Outlook Calendar Connection
The OTRSConsumer connects to the Microsoft Outlook Calendar called otrs_nm using a third party JAVA library called JWebServices (http://www.independentsoft.com/jwebservices/index.html). The JWebServices relies on the Microsoft Restful API End-Point: https://outlook.office365.com/EWS/Exchange.asmx and requires a username of OTRS-NM@dante.net and a password that is stored in KeyPass
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After the OTRSConsumer has written the ticket information away to the sde.otrs_incident and maintenance.otrs_incident tables tables , it checks to see if a record exists in the sde.outlook_incidents for the particular Ticket Number. If a record does not exist, then this ticket record is new and no further processing takes place. If however a record is found, then it is assumed that this ticket is an update for a previously defined maintenance window, and as such the OTRSConsumer uses the value in the outlook_event_id field of the sde.outlook_incidents table to identify which Microsoft Outlook Calendar Event to delete from the otrs_nm calendar. At the end of the processing, it deletes the calendar event for the fore-mentioned Yellow coloured appointment. (The unique identifier for this event is stored within the sde.outlook_incidents table with a ticket_number set to 9999999999999999)
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