OTAI Runtime
On-prem ticket system connectors for OTOBO, Znuny/OTRS, and Zammad
OTAI Runtime
OTAI Runtime v3 is the on-prem workflow runner: it polls your ticket system, calls a local OpenAI-compatible LLM, and writes results back into OTOBO, Znuny/OTRS, or Zammad. Ticket data never leaves your infrastructure.
Supported ticket systems
| System | Connector | Setup guide |
|---|---|---|
| OTOBO / Znuny | Generic Interface (REST) | OTOBO / Znuny setup |
| Zammad | Personal access token | Ticket system integration |
Set OTAI_TICKET_SYSTEM_TYPE to otobo, znuny, or zammad and configure the matching environment variables. See Ticket system integration for the full variable list and adapter contract.
What v3 runs
Three fixed workflows — configured via OTAI Studio or the REST API:
| Workflow | Purpose |
|---|---|
queue_classification | Route tickets to the correct queue |
priority_classification | Set ticket priority from content |
ticket_summary | Write a summary into a DynamicField / custom field |
Key principles
- On-prem only — runtime never calls OTAI cloud services during inference
- Env-driven connectors — no YAML pipe config; ticket system credentials via environment variables
- Local LLM — point
OTAI_LLM_BASE_URLat Ollama, vLLM, or any OpenAI-compatible server
Next steps
- Complete OTOBO / Znuny setup (or configure Zammad env vars)
- Read Ticket system integration for env vars and the
TicketSystemServiceAPI