Connect to Radiant Service Desk

ChatRex receives new public customer messages from a Radiant ticket and can publish the bot's reply in that ticket. The connection also provides six ticket actions.

These instructions cover ChatRex Connector 1.0.2 for Radiant running on OTRS Community Edition 6.0.30. Other system versions require separate administrator verification.

Before you connect

An administrator needs access to Admin → Package Manager and Admin → System Configuration. They select the agent used for connector operations and verify the tickets, queues and changes that are appropriate for that agent.

ChatRex must be able to reach Radiant over HTTPS, and the Radiant server must be able to send HTTPS requests to ChatRex. The standard OTRS daemon must run for event-delivery retries. Radiant access and active ChatRex subscriptions are separate requirements.

Install the connector

1. Open the Radiant Service Desk card in ChatRex and download the package. The same version 1.0.2 OPM connector is available directly.
2. In Radiant, open Admin → Package Manager and install the OPM.
3. Open Admin → System Configuration, search for ChatRexConnector, and configure:

• ChatRexConnector::Enabled — enable the connector;
• ChatRexConnector::APIToken — a separate random secret token for this installation;
• ChatRexConnector::InstallationID — a stable installation identifier. If unset, the system FQDN or SystemID is used; preserve the identifier already in use;
• ChatRexConnector::SystemUserID — the internal ID of the agent selected by the administrator for connector operations.

Deploy the system-configuration changes.

Do not use the agent's password as the API token. Keep the token, webhook URL and HMAC secret out of public articles, screenshots and customer conversations.

Service URL

ChatRex needs the ChatRexConnector service URL, not the Radiant home page. Preserve your system's actual installation path. For example, if Radiant is installed under /rsd/, the URL is:

https://helpdesk.example/rsd/nph-genericinterface.pl/Webservice/ChatRexConnector

A standard OTRS installation may use /otrs/; another installation may use a different prefix. Do not replace your own path with the example. The URL uses the nph-genericinterface.pl script and Webservice/ChatRexConnector service, as shown above.

Connect in ChatRex

1. Enter the connector's ChatRex connector HTTPS URL in Radiant and the same Connector API token configured in Radiant.
2. Select Connect and wait for connector verification.
3. Check New messages as a source and Public replies as a channel. The source receives eligible events; the channel returns the bot's reply to the ticket.
4. Copy the webhook URL and HMAC secret provided by ChatRex. The secret is shown once; keep it in secure storage.
5. In Admin → System Configuration, enter them as ChatRexConnector::WebhookURL and ChatRexConnector::WebhookSecret, then deploy the configuration.
6. Assign the connection to the intended bot under Channels and launch and save the bot.

The connector signs events. Unsigned or modified events are rejected. A channel reply is a public message; Add internal note is for staff and does not replace a customer reply.

Which messages trigger the source

Connector 1.0.2 handles an article-creation event, ArticleCreate, only when its sender type is customer and the article is visible to the customer. These article properties matter, rather than the login of the person completing the form. An incoming request entered by an agent also qualifies when the article has customer sender type and public visibility.

Internal notes and articles with agent sender type do not trigger the source. Replies created by ChatRex are not sent back to the bot as new messages.

Delivery and verification

The connector attempts delivery immediately. If delivery does not finish, the event remains in its durable queue. The standard OTRS daemon task checks the queue every minute and sends events whose retry time has arrived. Retries use increasing automatic delays, while ChatRexConnector::RetryMax limits the number of attempts. An individual event is not necessarily retried exactly one minute later. An administrator must verify that the daemon and connector task are enabled. A successful connection check alone does not verify this queue.

Use a separate test bot and test ticket:

1. Add a public incoming message with customer sender type.
2. Find it in ChatRex and verify completed processing.
3. With the channel enabled, compare the final reply with the public article in the same Radiant ticket.
4. When testing actions, use their parameters and limits and verify the result in Radiant.

Successful webhook HTTP delivery does not prove that the bot has finished its reply. ChatRex Processing History shows events that reached the bot, its actions and its reply. It does not show the entire connector queue or events that have not yet reached ChatRex.

Version 1.0.2 has no separate UI or API for monitoring that queue. The standard GenericInterface Debugger covers incoming connector REST calls, not outgoing webhook delivery. If events do not arrive, ask the administrator to check the service path, deployed configuration, article properties and daemon. Do not change permissions or replay events by guesswork.

Update and disconnect

Before updating, preserve the configuration and any audit data you need. Installing a newer OPM updates the service; uninstalling the package removes its files, service and two connector tables.

To disconnect, first disable the integration in ChatRex, then revoke the API token and remove the webhook URL and secret from Radiant settings. If the package is no longer needed, an administrator can uninstall it after preserving the required audit data.