Add-in for New Outlook with osTicket API

erichstrelow

I'm working on an Add-in for the New Outlook, so a tech operator can create a ticket directly from an inbox message.
I was the author of a similar component for the Classic Outlook. I always thought this to be a powerful idea in order to give a little push to the osTicket practice in your organization.
I'm still eons before an MVP release, though.

The new Outlook environment is mainly focused in a node.js application in which the Mailbox items are exposed through programming interfaces. The main idea of this Add-in is to fetch the right data from the current Mail Item, compose them as a JSON string and posting to the api/tickets.json API endpoint. I'm very out of my depth programming in Node.js, but I hope to get through.

https://github.com/estrelow/ostcreate

KevinTheJedi

erichstrelow

What's funny is I started on this YEARS ago and abandoned it due to other priorities. Funny to see someone implementing it these days.

Please remember that you cannot cross post and you are limited to this one thread. So if any updates, etc. use this thread. You cannot link 3rd party sites; only github repos. And the repo cannot be a link to another site or paid service. The point of open-source is to be completely free and open to the public.

Cheers.

ntozier

Not to derail this, but this can be achieved without coding.

Give the staff access to the ticket mailbox (via M365) and have them open it in their Outlook.
You can make a Quick step to move the email into the INBOX of the Ticketing account.

Something like this:

erichstrelow

Still working on this. Still far from being release ready.
In the github repository, the main processing is in the taskpane.js file.
The solution posted by ntozier is both elegant and straightforward. The thing is I always considered Exchange Online / M365 ill-suited for application messaging, so I never even considered integrating with osTicket. I use email piping instead.
Anyway, so far this is the way the plugin works:

The settings are the osTicket host name and the API key. They are stored in the mailbox roaming area.
The taskpane shows {HOST}/scp/logo.php?login icon.
The action is about sending a JSON version of the message to the endpoint {HOST}/api/tickets.json.
A tweak is needed for api/http.php to add the CORS needed headers.
After a successful POST, the ticket number is shown in the taskpane with {HOST}/scp/tickets.php?number={ticket} as an anchor.