Question 1

Does OTAI need access to our OTOBO tickets for training?

Accepted Answer

No. Full On-Prem classification uses your helpdesk setup — not bulk exports of historical ticket content to an external vendor. What OTAI uses instead: OTOBO queue names, descriptions, and keywords
Live ticket fields during inference on your OTAI Runtime host
Generic Interface write-back as dynamic fields or queue moves For IT and procurement reviews, that means a narrow data path: ticket fields in, predicted attributes out, with no standing hosted replication of ticket bodies. Read the Setup-based classification guide for the full architecture walkthrough.

Question 2

How does routing work with OTOBO queues?

Accepted Answer

The OTAI connector uses OTOBO's Generic Interface to poll or receive new tickets, runs inference locally, and writes the predicted queue back — either as a dynamic field your agents confirm or as an automatic queue move when confidence is high enough. Typical rollout path: Run in suggestion mode and compare OTAI output to manual routing
Enable automatic queue moves for high-confidence predictions
Keep queue hierarchies and service-catalog mappings as the source of truth in OTOBO Because predictions are ordinary OTOBO field values, they appear in overviews, reports, and Generic Interface exports the same way manually set attributes do. See the Ticket system integration guide for connector configuration details.

Question 3

Is OTAI compatible with OTOBO Community Edition?

Accepted Answer

Yes. OTAI works with both OTOBO Community and Enterprise editions. The integration path uses the standard Generic Interface web service available in supported OTOBO releases — not Enterprise-only modules. Community teams get the same on-prem classification stack as Enterprise customers: OTAI Runtime for local inference
Generic Interface connector for ticket read/write
OTAI Studio for configuration Differences show up in your OTOBO licensing and support contract, not in OTAI feature gating for queue routing. Before production rollout, confirm your OTOBO version, Generic Interface configuration, and GPU sizing. Compare editions on the Product requirements page.

Question 4

Can we route based on multiple criteria?

Accepted Answer

Yes. OTAI can predict queue, priority, type, and custom dynamic fields in a single inference pass. You decide which predictions the connector applies automatically and which ones stay as agent-visible suggestions. Incremental automation path: Queue first — highest triage impact
Priority and type next — without rewriting every Generic Agent module
Custom dynamic fields when field mappings are validated in staging Use the ROI calculator to estimate time saved per attribute, then validate field mappings in a staging OTOBO system before enabling write-back in production.

AI Attribute Classification for OTOBO

Go live with OTOBO

Connect OTOBO

Describe Queues

Configure Studio

Run On-Prem

Connect OTOBO

Describe Queues

Configure Studio

Run On-Prem

Classify Ticket Fields on Your Infrastructure

Full On-Prem Path

Fields AI Can Improve in OTOBO

Queue Assignment

Priority Classification

Type Classification

Status Prediction

Custom Field Population

Requirements

Common OTOBO Setups

IT Service Management

Customer Support

Internal IT

See Your Potential Savings

Quick ROI Estimate

Editions

Free Cloud Trial

Full On-Prem

Frequently Asked Questions

Documentation

OTAI Runtime Docs

OTAI Studio Docs

Ready to automate classification
for OTOBO?

AI Attribute Classification for OTOBO

Go live with OTOBO

Connect OTOBO

Describe Queues

Configure Studio

Run On-Prem

Connect OTOBO

Describe Queues

Configure Studio

Run On-Prem

Classify Ticket Fields on Your Infrastructure

Full On-Prem Path

Fields AI Can Improve in OTOBO

Queue Assignment

Priority Classification

Type Classification

Status Prediction

Custom Field Population

Requirements

Common OTOBO Setups

IT Service Management

Customer Support

Internal IT

See Your Potential Savings

Quick ROI Estimate

Editions

Free Cloud Trial

Full On-Prem

Frequently Asked Questions

Documentation

OTAI Runtime Docs

OTAI Studio Docs

Ready to automate classification for OTOBO?

Ready to automate classification
for OTOBO?