AI Ticket and Article Summarization Package for Otobo ITSM

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AISummaryPackage adds AI-powered ticket and article summarization to OTOBO. It gives agents a fast way to create internal summaries from a full ticket conversation or from a single article, and it gives administrators a control panel for provider configuration, prompt customization, and connection testing.

Feature List

Ticket AI Summary from the ticket zoom screen

Article AI Summary from the article action bar

Admin AI Summary Configuration screen

Provider configuration for OpenAI, Claude, Gemini, Azure OpenAI, Ollama, and OpenAI-compatible endpoints

Custom prompts for ticket and article summaries

Prompt tag reference in the admin UI

AI summary filtering so earlier AI Summary articles are excluded from future summaries

Internal-only summary article creation for agents

Logging that is visible in container/Docker output and OTOBO logs

Screenshots

The screenshots below are in the same order you provided them.

1. Ticket AI Summary

This shows the Ticket AI Summary action inside the ticket zoom toolbar, where an agent can generate a summary from the full ticket conversation.

1. Admin AI Summary Configuration

This shows where administrators open the AI Summary Configuration screen from the OTOBO admin dashboard.

1. AI Summary Configuration Details

This shows the configuration screen with provider settings, the API key field, prompt customization, and the tag reference panel used to build summaries.

Supported OTOBO Versions

Supported: OTOBO 11.0.x

Not tested: OTOBO 10.x, OTRS, ((OTRS)) Community Edition, Znuny

This package is developed for OTOBO. It is not guaranteed to work on OTRS, ((OTRS)) Community Edition, or Znuny without code changes and testing.

Requirements

OTOBO 11.0.x

Package Manager access in OTOBO Admin

Outbound network access to the configured AI provider

A valid provider endpoint and API key for all providers except Ollama

Permission to create and view ticket articles

The package uses standard Perl modules available in the OTOBO runtime, including HTTP::Request and LWP::UserAgent.

Installation

Build the .opm package from source or download a release artifact.

Open OTOBO Admin.

Go to Package Manager.

Upload the .opm file.

Install the package.

Go to Admin -> AI Summary Configuration.

Configure the provider, base URL, model, and API key.

Test the connection.

If you are building from source, use:

bin/otobo.Console.pl Dev::Package::Build AISummaryPackage/AISummaryPackage.sopm /tmp

Upgrade

Upgrade the package through OTOBO Package Manager using the newer .opm release artifact. After upgrading, review the AI Summary configuration and run a connection test.

Uninstall

Remove the package through OTOBO Package Manager. After uninstalling, verify that the AI Summary menu entries and admin screen are gone and that normal OTOBO ticket handling still works as expected.

Admin Configuration

The configuration screen lets administrators set:

Feature enable/disable state

AI provider

Provider base URL

Model name

API key

Ticket summary custom prompt

Article summary custom prompt

The admin screen also includes a connection test so you can verify the provider before enabling the feature for agents.

Agent Usage

Agents can create summaries from:

The ticket zoom toolbar for a full ticket conversation

The article action bar for a single selected article

The generated summary is written as an internal OTOBO article. It is intended to help support staff, not to replace human review.

AI Provider Setup

The package supports:

OpenAI

Claude

Gemini

Azure OpenAI

Ollama

OpenAI-compatible endpoints

Typical setup steps:

Choose the provider.

Set the base URL for that provider.

Enter the model name.

Enter the API key, unless you are using Ollama.

Run the connection test.

Examples of base URLs shown in the admin UI include:

OpenAI: https://api.openai.com/v1

Claude: https://api.anthropic.com

Gemini: https://generativelanguage.googleapis.com

Prompt Customization

You can customize the prompts used for ticket and article summaries from the admin screen. Leave a prompt empty to fall back to the built-in safe default.

The package keeps the prompts deliberately structured so the AI returns a support-friendly internal summary instead of a generic free-form answer.

Tag Reference

The admin UI shows the available tags for each prompt type.

Ticket prompt tags

OTOBO_TICKET_TicketNumber

OTOBO_TICKET_TicketID

OTOBO_TICKET_Title

OTOBO_TICKET_Queue

OTOBO_TICKET_State

OTOBO_TICKET_Priority

OTOBO_TICKET_Type

OTOBO_TICKET_Service

OTOBO_TICKET_SLA

OTOBO_TICKET_Created

OTOBO_TICKET_Owner

OTOBO_TICKET_Responsible

OTOBO_CUSTOMER_DATA_UserFullname

OTOBO_CUSTOMER_DATA_UserLogin

OTOBO_CUSTOMER_DATA_UserEmail

OTOBO_CUSTOMER_DATA_UserCustomerID

OTOBO_AI_TICKET_CONVERSATION

Article prompt tags

OTOBO_TICKET_TicketNumber

OTOBO_TICKET_TicketID

OTOBO_TICKET_Title

OTOBO_TICKET_Queue

OTOBO_TICKET_State

OTOBO_TICKET_Priority

OTOBO_ARTICLE_ArticleID

OTOBO_ARTICLE_Subject

OTOBO_ARTICLE_From

OTOBO_ARTICLE_To

OTOBO_ARTICLE_Cc

OTOBO_ARTICLE_Created

OTOBO_ARTICLE_SenderType

OTOBO_ARTICLE_Channel

OTOBO_AI_ARTICLE_CONTENT

Logging and Troubleshooting

The package writes structured event logs for configuration checks, prompt generation, provider requests, summary extraction, and article creation. Those logs are visible in container/Docker output and in the OTOBO log stream.

Useful troubleshooting steps:

Confirm the package is enabled in OTOBO

Confirm the provider configuration is complete

Test the provider connection from the admin screen

Check the logs for missing API keys, invalid responses, or permission issues

Verify the AI provider can reach the configured model endpoint

Security and Privacy

This package sends ticket or article content to the configured AI provider. That means you should review the provider, endpoint, retention policy, and access controls before enabling it in production.

Treat the API key as a secret and do not commit it to the repository.

The package also creates internal summary articles, so review who can view ticket articles in your OTOBO instance.

Known Limitations

The quality of the summary depends on the configured AI provider and model

The package assumes outbound network access

Ollama does not require an API key, but the endpoint still must be reachable

Logs may contain prompt and summary text, so review log retention and access

No formal screenshot set is committed yet

Compatibility with OTRS

This package is developed for OTOBO. It is not guaranteed to work on OTRS, ((OTRS)) Community Edition, or Znuny without code changes and testing.

License

GNU General Public License, version 3 or later. See LICENSE.

Support / Contact

Contact: https://github.com/imabdelhadi

For security issues, use SECURITY.md.

About

AI Ticket & article Summarization package for OTOBO with provider configuration, custom prompts, tag support, internal summary articles.

Topics

ai

helpdesk

otrs

znuny

otobo

support-automation

Resources

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License

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Contributing

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AISummaryPackage 1.0.0

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