The module integrates with OneDrive, creating folders with the customers' name and within them subfolders with the ticket number, where the files will be attached and displayed in the OTRS
The following versions of the OTRS framework are supported:
The following modules are required:
- InBox Core 6.28.8 or superior
The following operating systems are required:
Third Party Software
The following third-party software is required:
bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ OneDriveIntegration 6.4.0.opm
This module must be configured via System Configuration in the administrative interface. The following configuration options are available:
In the Loader::Module::AgentTicketZoom###002-Ticket configuration, the JS file and CSS file must be inserted.
If the customer interface is not the Customer Portal, in the Loader::Module::CustomerTicketZoom###002-Ticket configuration, the CSS file must be inserted.
Go to system configuration and enable config:
UserName and password are the accesses for creating the application in Azure.
The ClientID and TenantID parameters are available on the application overview screen created in Azure:
The Client_Secret parameter is available on the certificates and secrets screen:
Note: When creating the Client_Secret, it is necessary to save the key in a safe place, as soon after its creation it is hidden, and it is no longer possible to copy it.
To grant the API access permissions, you need to access the "API Permissions" tab and grant the permissions below:
With all the procedures ready, when creating the folders you must give permission to access them by customer users directly on OneDrive:
With all these settings made, the integration will be available for customer users to access
Defines the main folder in which company and ticket directories and files will be created:
After installing the module, just enter a ticket, and verify that in the menu on the right side there will be a new Subitem called “OneDrive Integration”:
Clicking on the "Create Folder on OneDrive" button will create a folder for the customer and inside it a folder for the ticket.
The list of attached files will appear on the agent's screen:
When the folder is created by the agent, on the customer's screen inside the ticket, a widget with a link will be displayed to upload files and view them:
Clicking on the "Update file" button will open a page on OneDrive to insert the files for that ticket:
When the files are loaded, they will appear in the Customer and Agent widget, and can be downloaded:
Custom Module GenericAgent CreateFolderOneDrive
This generic agent creates the folders on OneDrive, when a new ticket is created via email.
To do this, go to the Administrative menu and go to the option "Dynamic Fields", and create a dynamic field called createfolder of type Checkbox:
Enter the dynamic field in the settings of the email creation screen:
Access System Configuration:
Create the generic agent, with the TicketDynamicFieldUpdate_createfolder event:
In execute custom module, insert the module path:
With the field configured and the generic agent, when creating a ticket via email, a Checkbox will appear, which when selected will create the folder integrated with OneDrive:
Add folder link in interface agent
adds a button that copies the link from the created folder to the clipboard