OTRS MCP Server

What is OTRS MCP Server?

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 configuration items.

How to use OTRS MCP Server?

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.

Features of OTRS MCP Server

• Create, read, update, and search tickets
• Access ticket history and detailed information
• Manage configuration items (CMDB)
• Session management and authentication
• Configurable default values for tickets
• Configurable set of available tools

Use cases of OTRS MCP Server

• AI assistants creating and updating OTRS tickets from user requests
• Searching tickets by various criteria and retrieving ticket history
• Managing configuration items (CMDB) in OTRS
• Automating ticket workflows with default queue, state, and priority values

FAQ from OTRS MCP Server

What OTRS server configuration is needed before using this server?

You must configure an OTRS webservice with operations for SessionCreate, TicketCreate, TicketGet, TicketSearch, TicketUpdate, TicketHistoryGet, ConfigItemGet, and ConfigItemSearch. The OTRS user needs appropriate permissions for creating tickets and using the Generic Interface.

How can I handle SSL certificate errors?

Set the OTRS_VERIFY_SSL environment variable to false for self‑signed certificates. Ensure you use HTTPS URLs if your OTRS server redirects HTTP to HTTPS.

What environment variables are required?

OTRS_BASE_URL, OTRS_USERNAME, and OTRS_PASSWORD are required. Optional variables include OTRS_VERIFY_SSL, OTRS_DEFAULT_QUEUE, OTRS_DEFAULT_STATE, OTRS_DEFAULT_PRIORITY, and OTRS_DEFAULT_TYPE.

Can I choose which tools to expose to the MCP client?

Yes, the list of available tools is configurable so you can select which tools you want to make available.

How do I test connectivity to my OTRS server?

Run the provided test scripts: uv run python tests/connectivity_test.py tests the connection, uv run python tests/test_working_api.py tests API functionality, and uv run python tests/debug_test.py provides detailed diagnostic information.