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.
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
The screenshots below are in the same order you provided them.
This shows the Ticket AI Summary action inside the ticket zoom toolbar, where
an agent can generate a summary from the full ticket conversation.
2. Admin AI Summary Configuration
This shows where administrators open the AI Summary Configuration screen from
the OTOBO admin dashboard.
3. 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 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.
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.
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 the package through OTOBO Package Manager using the newer .opm
release artifact. After upgrading, review the AI Summary configuration and run a
connection test.
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.
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.
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.
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
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.
The admin UI shows the available tags for each prompt type.
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
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
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.
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
This package is developed for OTOBO. It is not guaranteed to work on OTRS,
((OTRS)) Community Edition, or Znuny without code changes and testing.
GNU General Public License, version 3 or later. See LICENSE.
Contact: https://github.com/imabdelhadi
For security issues, use SECURITY.md.
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