otrs

This MCP server provides a connector to an OTRS (Open Ticket Request System) instance, exposing ticket management and CMDB (configuration items) capabilities through the Model Context Protocol (MCP). The Docker-based deployment is the recommended option for running the server; it ships with a pre-built image that connects to your configured OTRS web service. The server supports creating, reading, updating, and searching tickets, retrieving ticket history, and querying configuration items. To use it, configure the required environment variables (base URL, credentials, and SSL settings) and run the container. The produced MCP endpoints can be consumed by Claude Desktop or other MCP clients to create and manage tickets, search the CMDB, and access ticket histories via standardized interfaces.

Prerequisites:

• Docker installed on the host
• Access to your OTRS instance and the Web Service interface configured (as described in the README)
• Optional: Claude Desktop or another MCP client to connect to the MCP server

Step-by-step:

1. Prepare configuration values for your environment:

• OTRS_BASE_URL: https://your-otrs-server/otrs/nph-genericinterface.pl/Webservice/TestInterface
• OTRS_USERNAME: your-otrs-username
• OTRS_PASSWORD: your-otrs-password
• OTRS_VERIFY_SSL: false (disable SSL verification if using self-signed certs; set true in production)
• OTRS_DEFAULT_QUEUE: Raw
• OTRS_DEFAULT_STATE: new
• OTRS_DEFAULT_PRIORITY: 3 normal
• OTRS_DEFAULT_TYPE: Unclassified

2. Run the MCP server with Docker (example):

docker run --rm -i \
  -e OTRS_BASE_URL="https://your-otrs-server/otrs/nph-genericinterface.pl/Webservice/TestInterface" \
  -e OTRS_USERNAME="your-username" \
  -e OTRS_PASSWORD="your-password" \
  -e OTRS_VERIFY_SSL="false" \
  -e OTRS_DEFAULT_QUEUE="Raw" \
  -e OTRS_DEFAULT_STATE="new" \
  -e OTRS_DEFAULT_PRIORITY="3 normal" \
  -e OTRS_DEFAULT_TYPE="Unclassified" \
  ghcr.io/yourusername/otrs-mcp-server:latest

3. Verify connectivity from your MCP client (e.g., Claude Desktop) by pointing it to the configured MCP server entry (otrs) and using the available operations (TicketCreate, TicketGet, TicketSearch, ConfigItemGet, ConfigItemSearch, etc.).

Tips and caveats:

• Ensure the OTRS web service you configured has the required operations: SessionCreate, TicketCreate, TicketGet, TicketSearch, TicketUpdate, TicketHistoryGet, ConfigItemGet, ConfigItemSearch.
• If you encounter SSL certificate issues, set OTRS_VERIFY_SSL=false in development or provide valid certificates in production.
• The image tag in the example is ghcr.io/yourusername/otrs-mcp-server:latest; replace with your actual registry path and tag as needed.
• If you see connectivity errors in Claude Desktop (Error: spawn uv ENOENT), ensure the uv runtime is installed or run the server via Docker as shown; you can also provide the full path to uv or set NO_UV=1 in the config.
• When running locally with UV, you must provide the correct path to the script: src/otrs_mcp/main.py, and the environment variables should be exported in the shell or set in the Claude Desktop config.
• Review and adjust default values (queue, state, priority, type) to match your OTRS workflow for a smoother experience.