\n
\nAISummaryPackage adds AI-powered ticket and article summarization to OTOBO.
\nIt gives agents a fast way to create internal summaries from a full ticket
\nconversation or from a single article, and it gives administrators a control
\npanel for provider configuration, prompt customization, and connection testing.<\/p>\n
Ticket AI Summary from the ticket zoom screen
\nArticle AI Summary from the article action bar
\nAdmin AI Summary Configuration screen
\nProvider configuration for OpenAI, Claude, Gemini, Azure OpenAI, Ollama, and OpenAI-compatible endpoints
\nCustom prompts for ticket and article summaries
\nPrompt tag reference in the admin UI
\nAI summary filtering so earlier AI Summary articles are excluded from future summaries
\nInternal-only summary article creation for agents
\nLogging that is visible in container\/Docker output and OTOBO logs<\/p>\n
The screenshots below are in the same order you provided them.<\/p>\n
This shows the Ticket AI Summary action inside the ticket zoom toolbar, where
\nan agent can generate a summary from the full ticket conversation.
\n2. Admin AI Summary Configuration<\/p>\n
This shows where administrators open the AI Summary Configuration screen from
\nthe OTOBO admin dashboard.
\n3. AI Summary Configuration Details<\/p>\n
This shows the configuration screen with provider settings, the API key field,
\nprompt customization, and the tag reference panel used to build summaries.<\/p>\n
Supported: OTOBO 11.0.x
\nNot tested: OTOBO 10.x, OTRS, ((OTRS)) Community Edition, Znuny<\/p>\n
This package is developed for OTOBO. It is not guaranteed to work on OTRS,
\n((OTRS)) Community Edition, or Znuny without code changes and testing.<\/p>\n
OTOBO 11.0.x
\nPackage Manager access in OTOBO Admin
\nOutbound network access to the configured AI provider
\nA valid provider endpoint and API key for all providers except Ollama
\nPermission to create and view ticket articles<\/p>\n
The package uses standard Perl modules available in the OTOBO runtime,
\nincluding HTTP::Request and LWP::UserAgent.<\/p>\n
Build the .opm package from source or download a release artifact.
\nOpen OTOBO Admin.
\nGo to Package Manager.
\nUpload the .opm file.
\nInstall the package.
\nGo to Admin -> AI Summary Configuration.
\nConfigure the provider, base URL, model, and API key.
\nTest the connection.<\/p>\n
If you are building from source, use:
\nbin\/otobo.Console.pl Dev::Package::Build AISummaryPackage\/AISummaryPackage.sopm \/tmp<\/p>\n
Upgrade the package through OTOBO Package Manager using the newer .opm
\nrelease artifact. After upgrading, review the AI Summary configuration and run a
\nconnection test.<\/p>\n
Remove the package through OTOBO Package Manager. After uninstalling, verify
\nthat the AI Summary menu entries and admin screen are gone and that normal OTOBO
\nticket handling still works as expected.<\/p>\n
The configuration screen lets administrators set:<\/p>\n
Feature enable\/disable state
\nAI provider
\nProvider base URL
\nModel name
\nAPI key
\nTicket summary custom prompt
\nArticle summary custom prompt<\/p>\n
The admin screen also includes a connection test so you can verify the provider
\nbefore enabling the feature for agents.<\/p>\n
Agents can create summaries from:<\/p>\n
The ticket zoom toolbar for a full ticket conversation
\nThe article action bar for a single selected article<\/p>\n
The generated summary is written as an internal OTOBO article. It is intended to
\nhelp support staff, not to replace human review.<\/p>\n
The package supports:<\/p>\n
OpenAI
\nClaude
\nGemini
\nAzure OpenAI
\nOllama
\nOpenAI-compatible endpoints<\/p>\n
Typical setup steps:<\/p>\n
Choose the provider.
\nSet the base URL for that provider.
\nEnter the model name.
\nEnter the API key, unless you are using Ollama.
\nRun the connection test.<\/p>\n
Examples of base URLs shown in the admin UI include:<\/p>\n
OpenAI: https:\/\/api.openai.com\/v1
\nClaude: https:\/\/api.anthropic.com
\nGemini: https:\/\/generativelanguage.googleapis.com<\/p>\n
You can customize the prompts used for ticket and article summaries from the
\nadmin screen. Leave a prompt empty to fall back to the built-in safe default.
\nThe package keeps the prompts deliberately structured so the AI returns a
\nsupport-friendly internal summary instead of a generic free-form answer.<\/p>\n
The admin UI shows the available tags for each prompt type.<\/p>\n
OTOBO_TICKET_TicketNumber
\nOTOBO_TICKET_TicketID
\nOTOBO_TICKET_Title
\nOTOBO_TICKET_Queue
\nOTOBO_TICKET_State
\nOTOBO_TICKET_Priority
\nOTOBO_TICKET_Type
\nOTOBO_TICKET_Service
\nOTOBO_TICKET_SLA
\nOTOBO_TICKET_Created
\nOTOBO_TICKET_Owner
\nOTOBO_TICKET_Responsible
\nOTOBO_CUSTOMER_DATA_UserFullname
\nOTOBO_CUSTOMER_DATA_UserLogin
\nOTOBO_CUSTOMER_DATA_UserEmail
\nOTOBO_CUSTOMER_DATA_UserCustomerID
\nOTOBO_AI_TICKET_CONVERSATION<\/p>\n
OTOBO_TICKET_TicketNumber
\nOTOBO_TICKET_TicketID
\nOTOBO_TICKET_Title
\nOTOBO_TICKET_Queue
\nOTOBO_TICKET_State
\nOTOBO_TICKET_Priority
\nOTOBO_ARTICLE_ArticleID
\nOTOBO_ARTICLE_Subject
\nOTOBO_ARTICLE_From
\nOTOBO_ARTICLE_To
\nOTOBO_ARTICLE_Cc
\nOTOBO_ARTICLE_Created
\nOTOBO_ARTICLE_SenderType
\nOTOBO_ARTICLE_Channel
\nOTOBO_AI_ARTICLE_CONTENT<\/p>\n
Logging and Troubleshooting
\nThe package writes structured event logs for configuration checks, prompt
\ngeneration, provider requests, summary extraction, and article creation.
\nThose logs are visible in container\/Docker output and in the OTOBO log stream.
\nUseful troubleshooting steps:<\/p>\n
Confirm the package is enabled in OTOBO
\nConfirm the provider configuration is complete
\nTest the provider connection from the admin screen
\nCheck the logs for missing API keys, invalid responses, or permission issues
\nVerify the AI provider can reach the configured model endpoint<\/p>\n
This package sends ticket or article content to the configured AI provider.
\nThat means you should review the provider, endpoint, retention policy, and
\naccess controls before enabling it in production.
\nTreat the API key as a secret and do not commit it to the repository.
\nThe package also creates internal summary articles, so review who can view
\nticket articles in your OTOBO instance.<\/p>\n
The quality of the summary depends on the configured AI provider and model
\nThe package assumes outbound network access
\nOllama does not require an API key, but the endpoint still must be reachable
\nLogs may contain prompt and summary text, so review log retention and access
\nNo formal screenshot set is committed yet<\/p>\n
This package is developed for OTOBO. It is not guaranteed to work on OTRS,
\n((OTRS)) Community Edition, or Znuny without code changes and testing.<\/p>\n
GNU General Public License, version 3 or later. See LICENSE.<\/p>\n