AI Ticket and Article Summarization Package for Otobo ITSM

OTOBO has released the AISummaryPackage, an add-on that uses AI to generate internal summaries of tickets and articles for its ITSM platform. The package supports multiple AI providers including OpenAI, Claude, and Gemini, and allows administrators to customize prompts and test connections. It aims to help support staff quickly grasp ticket context without replacing human review.

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. This shows where administrators open the AI Summary Configuration screen from the OTOBO admin dashboard. 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 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 /imAbdelhadi/AISummaryPackage/blob/main/LICENSE . Contact: https://github.com/imabdelhadi https://github.com/imabdelhadi For security issues, use SECURITY.md /imAbdelhadi/AISummaryPackage/blob/main/SECURITY.md .