AUTOMATION OF TECHNICAL SUPPORT RECEIVING AND PROCESSING APPLICATION PROCESS USING TELEGRAM BOT AND OPENPROJECT API

Abstract

The article is devoted to issues of automation of technical support processes and introduction of modern technologies to improve the efficiency of such systems. The study emphasizes the importance of quick response to user requests to ensure continuous operation of the IT infrastructure. The authors analyze the impact of modern solutions, such as process automation and the use of artificial intelligence, on the effectiveness of technical support and the level of user satisfaction. The article discusses the OpenProject system, which is used to manage projects and tasks within the framework of technical support. The work describes in detail the OpenProject API, its functions and the possibilities of integration with other software solutions. The API is built on the REST architecture and uses standard HTTP methods, which allows you to easily configure the automation of processes such as creating, updating and managing projects, tasks, users and files. Important attention is paid to security, in particular the use of API keys and OAuth 2.0 for authentication. One of the key topics of the article is the development of a Telegram bot to automate the submission of applications to the digitization and distance learning department. Built on Python and the aiogram and pyopenproject libraries, the bot provides integration with OpenProject to automatically create and process requests. The article describes in detail the architecture of the bot, its components, including the user interface, business logic, database and interaction with the Telegram API. The authors also provide examples of different types of applications that are processed by the digitalization department of the Ivano-Frankivsk National Technical University of Oil and Gas, including site administration, internet connection management, and equipment technical support. The article describes the functions of the bot, which allow you to simplify these processes, in particular, the registration of applications through Telegram and their automatic addition to the OpenProject system. The article highlights the practical value of the development, which consists in automating routine processes, reducing the burden on employees and increasing the accuracy of application execution. The authors note that the development is flexible and scalable, and can be adapted for other departments and organizations with similar technical support automation needs.