The OTRS developers discuss various design and implementation issues here

santini | 1 Apr 2009 17:09

WSDL file for OTRS


Hi everybody,
 I am new to this list.
I need access to OTRS from Java and unfortunately I do not know perl. So,
there is anyone who can send me the WSDL file or tell me how to generate it
easily?

P.S. Sorry for my bad english.
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Palic, Darko | 3 Apr 2009 10:09

Re: WSDL file for OTRS

Hello Santini,

I was a coach of a student research project for connecting OTRS to our 
Java application.
http://www.mail-archive.com/dev <at> otrs.org/msg01859.html

The conclusion of the work is, that OTRS uses a prorietary SOAP 
solution. It has nothing to do with the webservice standard! 
Matter-of-fact is, that we had to implement our own OTRS-SOAP client. 
Our tries to define a WSDL for the needed OTRS services failed. The 
cause was the very unusual way to communicate with the OTRS-Webservice. 
E.g. you have to do multiple SOAP-calls to get one business transaction...

Additionally I posted a thread about the bad migration-design of the 
database. I didn't get any response...
http://lists.otrs.org/pipermail/dev/2008-December/002027.html

So in my opinion, as you are from the Java/Enterprise world, I would be 
very careful in investing time and money into a product, which 
potentially isn't able to migrate your data in a consistent way to the 
new version! I was using OTRS over nearly three years. Now I am 
migrating to RequestTracker, because I haven't found any JEE designed 
Ticketing System for my needs...

best regards,
Darko

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Martin Edenhofer | 3 Apr 2009 10:58

Re: WSDL file for OTRS

Hi Santini, hi Darko,

On Apr 3, 2009, at 10:09 , Palic, Darko wrote:

> I was a coach of a student research project for connecting OTRS to  
> our Java application.
> http://www.mail-archive.com/dev <at> otrs.org/msg01859.html
>
> The conclusion of the work is, that OTRS uses a prorietary SOAP  
> solution. It has nothing to do with the webservice standard! Matter- 
> of-fact is, that we had to implement our own OTRS-SOAP client. Our  
> tries to define a WSDL for the needed OTRS services failed. The  
> cause was the very unusual way to communicate with the OTRS- 
> Webservice. E.g. you have to do multiple SOAP-calls to get one  
> business transaction...

OTRS is using the perl standard SOAP module SOAP::Lite
(http://search.cpan.org/~mkutter/SOAP-Lite-0.710.08/lib/OldDocs/SOAP/Lite.pm 
). This is also used for Perls Salesforce oder SAP SOAP communication.

So I would say this is no prorietary SOAP solution. :)

There is also a other solution which is using OTRS and Java via a SOAP  
interface. See als http://www.opennms.org/index.php/OTRS_Integration

But true, there is currently no WSDL file for the OTRS core API (http://dev.otrs.org/ 
) but you could without.

 <at> Santini: Maybe you can explain what you want to do and we can look  
for an example integration. What do you mean?

(Continue reading)

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Roberto Santini | 3 Apr 2009 14:50

Re: WSDL file for OTRS


Hi everybody,
 thanks for replay.
I have spent the last two days trying to write a SOAP Java client for OTRS,
but without result.
All that I need to do is create new ticket and view the opened tickets from
Java, only this.
Can you help me?

Roberto.

On Fri, 3 Apr 2009 10:58:11 +0200, Martin Edenhofer <me <at> otrs.com> wrote:
> Hi Santini, hi Darko,
> 
> On Apr 3, 2009, at 10:09 , Palic, Darko wrote:
> 
>> I was a coach of a student research project for connecting OTRS to  
>> our Java application.
>> http://www.mail-archive.com/dev <at> otrs.org/msg01859.html
>>
>> The conclusion of the work is, that OTRS uses a prorietary SOAP  
>> solution. It has nothing to do with the webservice standard! Matter- 
>> of-fact is, that we had to implement our own OTRS-SOAP client. Our  
>> tries to define a WSDL for the needed OTRS services failed. The  
>> cause was the very unusual way to communicate with the OTRS- 
>> Webservice. E.g. you have to do multiple SOAP-calls to get one  
>> business transaction...
> 
> OTRS is using the perl standard SOAP module SOAP::Lite
>

(Continue reading)

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jonathan sartin | 3 Apr 2009 15:24

Re: WSDL file for OTRS

On 3 Apr 2009, at 13:50, Roberto Santini wrote:

>
> Hi everybody,
> thanks for replay.
> I have spent the last two days trying to write a SOAP Java client  
> for OTRS,
> but without result.
> All that I need to do is create new ticket and view the opened  
> tickets from
> Java, only this.
> Can you help me?

Follow Martin's link to the OpenNMS intrgration. It does exactly that.  
There is wsdl included and it works with apache axis (_not_ axis 2).

... J
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Roberto Santini | 3 Apr 2009 16:05

Re: WSDL file for OTRS


On Fri, 3 Apr 2009 14:24:36 +0100, jonathan sartin <jonathan <at> opennms.org>
wrote:
> Follow Martin's link to the OpenNMS intrgration. It does exactly that.  
> There is wsdl included and it works with apache axis (_not_ axis 2).
> 
> ... J
Hi Jonathan,
 I have followed the Martin's link and I have downloaded the source files
of OpenNMS. I have find the file OtrsTicketerPlugin.java, but all the
classes required, like TicketServicePort_PortType and TicketServiceLocator,
are not included into the project. So, how can I implement my own SOAP
client?

 <at> Martin
You have said that is possible communicate with OTRS SOAP server without
WSDL file, how to do this in Java?

Roberto.
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jonathan sartin | 3 Apr 2009 19:10

Re: WSDL file for OTRS


On 3 Apr 2009, at 09:58, Martin Edenhofer wrote:

> Hi Santini, hi Darko,
>
> On Apr 3, 2009, at 10:09 , Palic, Darko wrote:
>
>> I was a coach of a student research project for connecting OTRS to  
>> our Java application.
>> http://www.mail-archive.com/dev <at> otrs.org/msg01859.html
>>
>> The conclusion of the work is, that OTRS uses a prorietary SOAP  
>> solution. It has nothing to do with the webservice standard! Matter- 
>> of-fact is, that we had to implement our own OTRS-SOAP client. Our  
>> tries to define a WSDL for the needed OTRS services failed. The  
>> cause was the very unusual way to communicate with the OTRS- 
>> Webservice. E.g. you have to do multiple SOAP-calls to get one  
>> business transaction...
>
> OTRS is using the perl standard SOAP module SOAP::Lite
(http://search.cpan.org/~mkutter/SOAP-Lite-0.710.08/lib/OldDocs/SOAP/Lite.pm 
> ). This is also used for Perls Salesforce oder SAP SOAP communication.
>
> So I would say this is no prorietary SOAP solution. :)
>
> There is also a other solution which is using OTRS and Java via a  
> SOAP interface. See als http://www.opennms.org/index.php/OTRS_Integration

OK, so here's my two pence worth.

(Continue reading)

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jonathan sartin | 3 Apr 2009 19:21

Re: WSDL file for OTRS

On 3 Apr 2009, at 15:05, Roberto Santini wrote:

>
> On Fri, 3 Apr 2009 14:24:36 +0100, jonathan sartin <jonathan <at> opennms.org 
> >
> wrote:
>> Follow Martin's link to the OpenNMS intrgration. It does exactly  
>> that.
>> There is wsdl included and it works with apache axis (_not_ axis 2).
>>
>> ... J
> Hi Jonathan,
> I have followed the Martin's link and I have downloaded the source  
> files
> of OpenNMS. I have find the file OtrsTicketerPlugin.java, but all the
> classes required, like TicketServicePort_PortType and  
> TicketServiceLocator,
> are not included into the project. So, how can I implement my own SOAP
> client?

You're right, the stubs are not included. They are generated by maven  
when you do something like an "mvn compile" in the project root  
directory. That's the whole point of wsdl, is it not?  Look at the  
pom.xml file in the root directory for pointers, the wsdl2java goal is  
the relevant bit.

Anyhow we're wandering off topic a bit . You probably need to look  
at the apache axis documentation if you want to take this approach.  
It's all perfectly possible.

(Continue reading)

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Ikhsan Muhammad | 5 Apr 2009 09:23

Running 2 OTRS instances on 1 Apache and 1 MySql on Windows

Hi everybody,

I am trying to run 2 OTRS instances with only 1 apache and 1 MySql. I am running on Windows XP.
I am going to use 1 OTRS for production and 1 OTRS for development, which I call OTRS Prod and OTRS Dev respectively.
The path for OTRS production is : C:/PROGRA~1/OTRS/OTRS/
The path for OTRS development is : C:/PROGRA~1/OTRS/otrsdev/

Here what I have done:
1. Create new directory containing the OTRS for development (C:/PROGRA~1/OTRS/otrsdev/)

2. Add include statement in Apache's httpd.conf:
# include the OTRS Prod configuration
Include 'C:/PROGRA~1/OTRS/OTRS/scripts/apache2-httpd-new.include.conf'

# include the OTRS dev configuration
Include 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf'

# ---

2. Change all statement in file 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf' from C:/PROGRA~1/OTRS/OTRS/ to C:/PROGRA~1/OTRS/otrsdev/

3. Change the "use lib" statement in C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-perl-startup.pl
use lib "C:/PROGRA~1/OTRS/otrsdev";
use lib "C:/PROGRA~1/OTRS/otrsdev/Kernel/cpan-lib";

4. Create new config.pm. Change the database and home directody in config.pm.
$Self->{'Database'} = 'otrsdev';

$Self->{Home} = 'C:/PROGRA~1/OTRS/otrsdev';

Now, when I run the OTRS development , http://localhost/otrsdev/index.pl , it used the otrs production database (otrs) instead of otrs development database (otrsdev) and use all of the library (Kernel) under C:/PROGRA~1/OTRS/OTRS/ instead of C:/PROGRA~1/OTRS/otrsdev. Hence, everytime I made a change in the OTRS develoment the OTRS production is also changing and vice versa.

I have made some experiment, when I changed the order of the include statement in httpd.conf:

# include the OTRS dev configuration
Include 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf'

# include the OTRS production configuration
Include 'C:/PROGRA~1/OTRS/OTRS/scripts/apache2-httpd-new.include.conf'

# ---

The result is that the OTRS production and OTRS development will use the otrs development database (otrsdev) and use all of the library (Kernel) from C:/PROGRA~1/OTRS/otrsdev.

I am really confused here. Can anyone help me??

Thanx a lot before.

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Renee Bäcker | 5 Apr 2009 14:27

Re: Running 2 OTRS instances on 1 Apache and 1 MySql on Windows

Do you use Virtual Hosts? Do you have different hostnames? It's hard to
help when we don't know the details of you apache configuration.

- Renée

Ikhsan Muhammad schrieb:
> Hi everybody,
> 
> I am trying to run 2 OTRS instances with only 1 apache and 1 MySql. I am
> running on Windows XP.
> I am going to use 1 OTRS for production and 1 OTRS for development, which I
> call OTRS Prod and OTRS Dev respectively.
> The path for OTRS production is : C:/PROGRA~1/OTRS/OTRS/
> The path for OTRS development is : C:/PROGRA~1/OTRS/otrsdev/
> 
> Here what I have done:
> 1. Create new directory containing the OTRS for development
> (C:/PROGRA~1/OTRS/otrsdev/)
> 
> 2. Add include statement in Apache's httpd.conf:
> # include the OTRS Prod configuration
> Include 'C:/PROGRA~1/OTRS/OTRS/scripts/apache2-httpd-new.include.conf'
> 
> # include the OTRS dev configuration
> Include 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf'
> 
> # ---
> 
> 2. Change all statement in file
> 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf' from
> C:/PROGRA~1/OTRS/OTRS/ to C:/PROGRA~1/OTRS/otrsdev/
> 
> 3. Change the "use lib" statement in
> C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-perl-startup.pl
>     use lib "C:/PROGRA~1/OTRS/otrsdev";
>     use lib "C:/PROGRA~1/OTRS/otrsdev/Kernel/cpan-lib";
> 
> 4. Create new config.pm. Change the database and home directody in config.pm
> .
> $Self->{'Database'} = 'otrsdev';
> 
> $Self->{Home} = 'C:/PROGRA~1/OTRS/otrsdev';
> 
> 
> Now, when I run the OTRS development , http://localhost/otrsdev/index.pl ,
> it  used the otrs production database (otrs) instead of otrs development
> database (otrsdev) and use all of the library (Kernel) under
> C:/PROGRA~1/OTRS/OTRS/ instead of C:/PROGRA~1/OTRS/otrsdev. Hence, everytime
> I made a change in the OTRS develoment the OTRS production is also changing
> and vice versa.
> 
> I have made some experiment, when I changed the order of the include
> statement in httpd.conf:
> 
> # include the OTRS dev configuration
> Include 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf'
> 
> 
> # include the OTRS production configuration
> Include 'C:/PROGRA~1/OTRS/OTRS/scripts/apache2-httpd-new.include.conf'
> 
> 
> # ---
> 
> The result is that the OTRS production and OTRS development will use the
> otrs development database (otrsdev) and use all of the library (Kernel) from
> C:/PROGRA~1/OTRS/otrsdev.
> 
> I am really confused here. Can anyone help me??
> 
> Thanx a lot before.
> 
> 
> 
> ------------------------------------------------------------------------
> 
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--

-- 

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Perl-Nachrichten: http://perl-nachrichten.de
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