OTOBO GenericInterface REST API
ProductivityTask Managementsession5 EndpointsREST
For Agents
Manage OTOBO tickets via REST API: create, read, update tickets, manage sessions, and integrate ticketing workflows with external systems.
Use for: Create a new support ticket in OTOBO, Retrieve ticket details by ticket number, Update a ticket with a new comment, Search for open tickets in a queue
Not supported: Does not manage OTOBO system configuration, user accounts, or queue setup - use only for ticket operations and session management via GenericInterface.
OTOBO (Open Ticket Based on OTRS) is an open-source ticketing and service management system. The GenericInterface REST API provides programmatic access to ticket operations, session management, and ticket lifecycle management. OTOBO is a fork of OTRS focused on open-source development and supports IT service management, customer support, and internal helpdesk workflows. The API enables integration with external systems for automated ticket creation, updates, and querying.
Install Jentic One Beta
Connect the OTOBO GenericInterface REST API to your agent
Jentic One is a self-hosted execution layer for AI agents. It lets your agent call the OTOBO GenericInterface REST API, or any other public or private API you need. You set the rules, the agent never sees your credentials, and every call is logged.
Two steps, two machines. Install the instance in a safe environment, then register your agent from wherever it runs.
1
Step 1: Jentic One Host machine
# On the machine that will host your Jentic One instance:
curl -fsSL "https://jentic.com/install.sh?src=apis&api=%2Fapis%2Fotobo.org%2Fotobo" | sh2
Step 2: Agent machine
# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL "https://jentic.com/install.sh?src=apis&api=%2Fapis%2Fotobo.org%2Fotobo" | sh
jentic register # connects your agent to your Jentic One instanceJentic One is in public beta. The setup above keeps your agent separate from the instance, which is what you want before using real credentials: an agent running as the same OS user as Jentic One can read its stored keys directly. Just evaluating? A single local install is fine to start. See the secure deployment guide for the tiers.
Capabilities
What an agent can do with OTOBO GenericInterface REST API.
Create and authenticate API sessions for ticket operations
Create new tickets with customizable fields including title, queue, priority, and customer info
Retrieve ticket details including history, articles, and attachments
Update existing tickets with new articles, status changes, and field modifications
Search and query tickets by various criteria including queue, status, and customer
Manage ticket lifecycle including assignment, escalation, and closure
Use Cases
Patterns agents use OTOBO GenericInterface REST API for, with concrete tasks.
★ Automated Ticket Creation from External Systems
Integrate external applications, monitoring systems, or customer-facing forms with OTOBO ticketing. POST /Session creates an authenticated session, then POST /Ticket creates tickets with full metadata including queue, priority, customer info, and initial article. This enables automated ticket creation from monitoring alerts, web forms, email parsers, or chat systems without manual entry.
POST /Session with credentials to authenticate, then POST /Ticket with ticket data including title, queue, priority, customer info, and article content.
Customer Portal Ticket Lookup
Build custom customer portals that retrieve ticket status and history from OTOBO. GET /Ticket/{TicketID} returns full ticket details including articles, attachments, and state. Customers can check ticket progress, view responses, and track resolution without accessing the OTOBO web interface directly.
POST /Session to authenticate, then GET /Ticket/{TicketID} to retrieve ticket details for display in the custom portal.
Bi-Directional CRM and Ticketing Sync
Synchronize OTOBO tickets with CRM systems like Salesforce or HubSpot. PATCH /Ticket/{TicketID} updates tickets with new information from CRM, and GET /Ticket queries OTOBO for ticket status to update CRM records. Agents can work in either system while maintaining consistent ticket state across platforms.
GET /Ticket with search filters to retrieve updated tickets, then sync changes to CRM. When CRM records update, PATCH /Ticket/{TicketID} to reflect changes in OTOBO.
AI Agent for Support Ticket Management
Let an AI agent handle routine ticketing tasks for a support team - creating tickets from customer inquiries, updating tickets with status changes, and retrieving ticket information for customer service reps. Through Jentic, the agent loads only the required operations and OTOBO credentials are injected at execution time.
Use the Jentic search query 'create otobo ticket' to find POST /Ticket, load its schema, and execute with ticket details from the customer inquiry.
Key Endpoints
5 endpoints — otobo (open ticket based on otrs) is an open-source ticketing and service management system.
METHOD
PATH
DESCRIPTION
POST
/Session
Create an authenticated API session
POST
/Ticket
Create a new ticket with full metadata and initial article
GET
/Ticket/{TicketID}
Retrieve ticket details including history and articles
PATCH
/Ticket/{TicketID}
Update an existing ticket with new articles or field changes
GET
/Ticket
Search and query tickets by various criteria
POST
/Session
Create an authenticated API session
POST
/Ticket
Create a new ticket with full metadata and initial article
GET
/Ticket/{TicketID}
Retrieve ticket details including history and articles
PATCH
/Ticket/{TicketID}
Update an existing ticket with new articles or field changes
GET
/Ticket
Search and query tickets by various criteria
Why Jentic?
What agents get from Jentic-routed access to this vendor.
Setup
Wiring the OTOBO GenericInterface by hand means creating a session first, threading the SessionID through each ticket call, and pointing requests at your own hostname and webservice name in the endpoint path. Through Jentic you install once, import the OTOBO GenericInterface REST API from the API Directory, store the login credentials once, and your agent calls it.
Permission scoping
OTOBO puts the ticket id in the URL path (/Ticket/{TicketID}), so a rule can pin your agent to reading one ticket. You choose the operations it may call, so ticket updates or creating a session are not included unless you add them, and a read-only agent can view tickets without changing them.
Credential isolation
Your OTOBO login credentials are stored once, encrypted, by your own Jentic One instance and injected at execution time. They never enter the agent's prompt, logs, or context.
Intent-based discovery
Agents search Jentic by intent such as 'create a support ticket' or 'read the details of a ticket', and Jentic returns the matching OTOBO operation with its input schema so the agent calls the right endpoint without browsing the reference docs.
Related APIs
Alternatives and complements available in the Jentic catalogue.
FAQs
Specific to using OTOBO GenericInterface REST API through Jentic.
What authentication does the OTOBO API use?
The OTOBO GenericInterface uses session-based authentication. First call POST /Session with username and password to create a session, then use the returned SessionID in subsequent requests. Through Jentic, credentials are stored encrypted and sessions are managed automatically.
What is the relationship between OTOBO and OTRS?
OTOBO is an open-source fork of OTRS created after OTRS moved to a closed-source model. OTOBO maintains compatibility with OTRS while continuing open-source development. The API structure is similar to OTRS GenericInterface.
How do I customize the base URL for my OTOBO installation?
The base URL includes your OTOBO hostname and web service name: https://{hostname}/otobo/nph-genericinterface.pl/Webservice/{webserviceName}. Replace {hostname} with your server and {webserviceName} with your configured GenericInterface web service name.
Can I attach files to tickets via the API?
Yes, the POST /Ticket and PATCH /Ticket/{TicketID} endpoints support attachments in the Article section. Attachments are base64-encoded in the request payload.
Is the OTOBO API compatible with OTRS integrations?
OTOBO maintains API compatibility with OTRS GenericInterface for most common operations, so many OTRS integrations work with OTOBO with minimal changes. However, specific features may differ between versions.
Can I limit what my agent is allowed to do with the OTOBO API?
Yes. Because Jentic One is self-hosted and runs under your own rules, you decide which OTOBO operations the agent may call, so you can grant read-only access to GET /Ticket/{TicketID} and GET /Ticket while withholding POST /Ticket, PATCH /Ticket/{TicketID}, and even POST /Session. Since OTOBO carries the ticket id in the URL path, a rule can pin the agent to a single ticket rather than the whole queue. Your OTOBO login credentials stay with your instance and are supplied only at execution time, never in the agent's prompt or logs.
GET STARTED