OTRS - Ticket creation


I made an integration between rocketchat and OTRS so that the agent can create tickets at the end of a conversation. When the conversation comes from livechat the ticket is generated without problems, when the agent receives email the ticket is not generated.
The log does not show anything

I am using webhook http:///web/nph-genericinterface.pl/Webservice/RocketChat/?UserLogin=&Password=

Server Setup Information

  • Version of Rocket.Chat Server: 4.8
  • Operating System: Ubuntu 20.04.4
  • Deployment Method: docker
  • Number of Running Instances: 1
  • DB Replicaset Oplog: Enabled
  • MongoDB Version: 4.0
  • Proxy: Nginx


I will need more info to help you out.

Just to confirm, are you using the Omnichannel webhook, right?

So, the issue is that, for a regular livechat, the webhook is being dispatched correctly (make sure to have the Start Chat event marked).

However, for the Email Inboxes feature, it’s not. Is that it?

If that’s the case, I will try to replicate it, and if I can replicate, we should open an issue for it.