Ticket System Integration

Integration of external ticketing platforms with Open Ticket AI using the TicketSystemService base class.

Ticket System Integration

The TicketSystemService base class defines a minimal contract for adapters that integrate external ticketing platforms with Open Ticket AI. The class provides named coroutine methods that always return UnifiedTicket data while accepting flexible keyword arguments for platform-specific behaviour.

Flexible Adapter Contracts

Adapters must provide implementations for these methods:

• find_tickets
• find_first_ticket
• get_ticket
• create_ticket
• update_ticket
• add_note

Each method can accept keyword arguments (**kwargs) rendered from YAML configuration. This allows every adapter to expose the argument shapes that the backing SDK expects without squeezing them into a rigid schema first. Methods may still accept helper models such as UnifiedTicket, but adapters are responsible for converting their native models back to UnifiedTicket before returning results.

When to Use Unified Models

Unified models remain available for teams that want a normalized payload. Each adapter can expose converter helpers (for example otai_otobo_znuny.models.otobo_ticket_to_unified_ticket) to centralize the translation from native ticket representations into the unified schema. Adapters can use the same helpers internally, and callers can re-use them when they work with native models retrieved directly from the upstream SDK.

YAML Examples

services:
  - id: 'otobo'
    use: 'otobo-znuny:OTOBOZnunyTicketSystemService'
    params:
      webservice_name: 'GenericTicketConnector'
      base_url: 'https://helpdesk.example.com'
      username: 'agent'
      password: '${{ secrets.OTOBO_PASSWORD }}'

pipes:
  - id: 'fetch-open'
    use: 'otai_base:pipes.ticket_system_pipes.FetchTicketsPipe'
    params:
      ticket_search_criteria:
        queue:
          id: '5'
        limit: 20

  - id: 'create'
    use: 'my_plugin:CreateTicketPipe'
    params:
      ticket_payload:
        subject: '{{ context.subject }}'
        body: '{{ context.body }}'

The YAML snippets above render into keyword arguments that are passed directly into adapter methods. They can also be converted to unified models in custom pipes if the workflow expects normalized data.

Migrating Existing Adapters

1. Remove @abstractmethod implementations and enforce only the method names defined on TicketSystemService.
2. Accept keyword arguments (for example async def create_ticket(self, **kwargs)) or keep optional unified models if they simplify conversions.
3. Convert native SDK responses into UnifiedTicket instances before returning from find_tickets, find_first_ticket, get_ticket, and create_ticket.
4. Offer helper functions for consumers who need to work with native ticket objects directly.

Adapters built with these guidelines will remain compatible with existing pipelines, while gaining the flexibility to expose richer platform-specific features.