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Otrs

OTRS Data Platform
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Overview

The Otrs node for n8n enables integration with the OTRS (Open Ticket Request System) platform. Specifically, when using the Customer resource and the Create Customer operation, this node allows you to create new customer users in your OTRS system. This is useful for automating user onboarding, synchronizing customer data from other systems, or programmatically managing your OTRS customer base.

Example scenarios:

  • Automatically add a new customer to OTRS when a signup occurs on your website.
  • Sync customer records from a CRM into OTRS.
  • Batch import customers from a CSV file via an n8n workflow.

Properties

Name Type Meaning
Firstname String The first name of the customer to be created.
Lastname String The last name of the customer to be created.
Email String The email address of the customer. Used as both CustomerID and Login.

Output

The node returns the response from the OTRS API after creating the customer. The output structure typically includes details about the newly created customer user. While the exact fields depend on the OTRS API response, you can expect a JSON object containing at least the identifiers and properties of the created customer.

Example output:

{
  "Firstname": "John",
  "Lastname": "Doe",
  "CustomerID": "john.doe@example.com",
  "Login": "john.doe@example.com",
  "Email": "john.doe@example.com",
  // ...other fields returned by OTRS
}

If an error occurs and "Continue On Fail" is enabled, the output will include an error field with the error message:

{
  "error": "Detailed error message"
}

Dependencies

  • OTRS instance: You must have access to an OTRS server with the API enabled.
  • API Credentials: The node requires credentials named otrsAuthApi to authenticate requests.
  • n8n Configuration: Ensure that the OTRS node is properly configured with the correct API endpoint and credentials.

Troubleshooting

Common issues:

  • Invalid credentials: If the provided API credentials are incorrect, authentication will fail.
  • Missing required fields: All three properties (Firstname, Lastname, Email) are required. Omitting any will result in an error.
  • Duplicate Email/CustomerID: Attempting to create a customer with an existing email may cause the OTRS API to reject the request.
  • Network/API errors: Connectivity issues or misconfigured endpoints can lead to failed requests.

Error messages:

  • "The operation \"<operation>\" is not known!"
    • Cause: An unsupported operation was selected.
    • Solution: Ensure you select "Create" for the Customer resource.
  • "The resource \"<resource>\" is not known!"
    • Cause: An unsupported resource was selected.
    • Solution: Ensure you select "Customer" as the resource.
  • "error": "<detailed error message>"
    • Cause: Any runtime error from the OTRS API or network.
    • Solution: Review the error message for specifics; check credentials, input values, and OTRS server status.

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