[Duck duck]

Hello,

 

we are going far with Otobo.

 

We receive all the alerts that are relevant, for our services, we need to send some call from Otobo,

this is possible?

 

Can we implement some phone system on it for making autonomous calls when an alert is opening a ticket with a high score?

 

We need to send some wake up calls for alert the members of the team about new security event,

it can be anything, a call, a message a notification,

 

but it should be enought to be heard by an analyst;

so it can investigate.

 

There is any possible feature in Otobo?

Thank you.

 

[Man Cheung Ip]

Hi,

first of all: Otobo is not and does not have PBX features.

But you can get very creative with OTOBO.

First possible solution:

Ticket Notification Management: If you can handle this with a simple mail, you may have a look for possibilities in the notification management

Second possible solution:

!!DISCLAIMER!! The second possible solution is more complex and does need other systems and extreme caution due to possible security risks! ACT OF YOUR OWN RISK!

In example: If your ticket has an attribute change (or if you use dynamic fields which has changed) or some time value has been reached you may have a look for the GenericAgent feature with the „Execute Ticket Commands“ feature. With the GenericAgent you can trigger some actions.

To enable running scripts via the GenericAgents you may have to active the setting in Kernel.pm (from Kernel/Defaults.pm) „GenericAgentAllowCustomScriptExecution“

 

As an example, we are using this feature to send sms notifications to specific agents. I’ll try to explain it to you.

We have a task in GenericAgents running a script locally. The script is called with two arguments, the first one is the ticket number and the second one is the ticket id. The local script calls the webservice and gets the title of the ticket and the first article. This will be shortened by the script and calls another API to our sms notification server.

You can get more information about generic agent and web service in the docs:

GenericAgent: https://doc.otobo.org/manual/admin/11.0/en/content/administration-area/processes-automation/generic-agent.html

WebServices: https://doc.otobo.org/manual/admin/11.0/en/content/administration-area/processes-automation/web-services.html

 

Maybe you can adopt this process to use this for a call. As far as I know, you can trigger a call on asterisk-based PBXs by placing a specific file in a specific folder.

 

Cheers

Manni

[Autor]

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