OTRS MCP Server

by spoonbobo

381 downloads

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A Model Context Protocol (MCP) server for OTRS (Open Ticket Request System) API integration. It provides standardized MCP interfaces for ticket management, configuration items, and other OTRS functionality, enabling AI assistants to create, search, and manage tickets and…

Details

Author: spoonbobo
Downloads: 381
Categories: Other

Setting up with Highlight

This MCP is not yet compatible with Highlight’s one-click setup. However, you can still use it with Highlight by following these steps:

Download and install Highlight from highlightai.com/download
Navigate to the plugins tab and select "Add Custom Plugin"
Configure the plugin with the settings below

Plugin Name OTRS MCP Server

Command (node, npx, python, etc.)

Please refer to the README for specific instructions on how to obtain API keys or other required environment variables.
Enable "Start Automatically" if you want the plugin to start when Highlight launches

Setting up with Cursor

Open Cursor's settings
Navigate to the MCP section
Click "Add new Global MCP server"
Copy and paste the configuration below based on your operating system

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

Setting up with Claude Desktop

Open Claude Desktop's settings
Go to the Integrations tab
Click "Add MCP Server"
Use the configuration below based on your operating system

Note: Make sure Claude Desktop is running before attempting to connect.

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

Setting up with Windsurf

Open Windsurf's preferences
Go to the Integrations section
Click "Add MCP Integration"
Use the configuration below based on your operating system

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

Setting up with Cline

Open Cline's settings
Navigate to the Integrations section
Click "Add MCP Server"
Copy and paste the configuration below based on your operating system

Note: Make sure to restart Cline after adding the configuration.

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

Setting up with Goose

Open Goose's preferences
Go to the Integrations tab
Select "MCP Servers"
Click "Add New Server"
Use the configuration below based on your operating system

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

JSON

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

From the repository

Configure using environment variables (OTRS_BASE_URL, OTRS_USERNAME, OTRS_PASSWORD, and optional defaults). Run via Docker (pre-built image or local build) or directly with uv. Add the server configuration to your MCP client (e.g., Claude Desktop) using the provided JSON examples. Requires an OTRS web service with appropriate operations enabled.

Claude Desktop / Cursor

Paste into your MCP client config file to install this server.

{
    "mcpServers": {
        "otrs mcp server": {
            "otrs-mcp-server": {
                "command": "docker",
                "args": [
                    "build",
                    "-t",
                    "otrs-mcp-server",
                    "."
                ]
            }
        }
    }
}

McpServers

{
    "otrs-mcp-server": {
        "command": "docker",
        "args": [
            "build",
            "-t",
            "otrs-mcp-server",
            "."
        ]
    }
}

OTRS MCP Server

A [Model Context Protocol][mcp] (MCP) server for OTRS (Open Ticket Request System) API integration.

This provides access to OTRS ticket management, configuration items, and other OTRS functionality through standardized MCP interfaces, allowing AI assistants to create, search, and manage tickets and configuration items.

[mcp]: https://modelcontextprotocol.io/introduction/introduction

Features

- [x] Create, read, update, and search tickets
- [x] Access ticket history and detailed information
- [x] Manage configuration items (CMDB)
- [x] Session management and authentication
- [x] Configurable default values for tickets
- [x] Docker containerization support
- [x] SSL/TLS support with certificate verification options
- [x] Provide interactive tools for AI assistants

The list of tools is configurable, so you can choose which tools you want to make available to the MCP client.

Prerequisites

OTRS Server Configuration

Before using this MCP server, you need to configure your OTRS instance:

Step 1: Access OTRS Admin Panel

- URL: https://your-otrs-server/otrs/index.pl?Action=Admin
- Login with your admin credentials

Step 2: Configure Web Services

1. Navigate to: System Administration → Web Services
2. Create or verify you have a webservice (e.g., "TestInterface") with these operations:
- ✅ SessionCreate
- ✅ TicketCreate
- ✅ TicketGet
- ✅ TicketSearch
- ✅ TicketUpdate
- ✅ TicketHistoryGet
- ✅ ConfigItemGet
- ✅ ConfigItemSearch

Step 3: Note Your Webservice URL

Your webservice URL should look like:

https://your-otrs-server/otrs/nph-genericinterface.pl/Webservice/YourWebserviceName

Step 4: Ensure User Permissions

Make sure your OTRS user has appropriate permissions for:

- Creating and updating tickets
- Accessing configuration items
- Using the Generic Interface

Usage

Docker (Recommended)

The easiest way to run otrs-mcp with Claude Desktop is using Docker. If you don't have Docker installed, you can get it from Docker's official website.

Using Pre-built Image

You can use the pre-built Docker image from GitHub Container Registry:

{
  "mcpServers": {
    "otrs": {
      "command": "docker",
      "args": [
        "run",
        "--rm",
        "-i",
        "-e",
        "OTRS_BASE_URL=https://your-otrs-server/otrs/nph-genericinterface.pl/Webservice/TestInterface",
        "-e",
        "OTRS_USERNAME=your-username",
        "-e",
        "OTRS_PASSWORD=your-password",
        "-e",
        "OTRS_VERIFY_SSL=false",
        "-e",
        "OTRS_DEFAULT_QUEUE=Raw",
        "-e",
        "OTRS_DEFAULT_STATE=new",
        "-e",
        "OTRS_DEFAULT_PRIORITY=3 normal",
        "ghcr.io/yourusername/otrs-mcp-server:latest"
      ]
    }
  }
}

Building Locally

If you prefer to build the image locally:

```bash

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About

Details

Jump to

Setting up with Highlight

From the repository

Claude Desktop / Cursor

McpServers

OTRS MCP Server

Features

Prerequisites

OTRS Server Configuration

Step 1: Access OTRS Admin Panel

Step 2: Configure Web Services

Step 3: Note Your Webservice URL

Step 4: Ensure User Permissions

Usage

Docker (Recommended)

Using Pre-built Image

Building Locally

Install

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