ITSM-CONNECTOR

Everything at a glance

What is ITSM Connector?

Thanks to the bi-directional integration developed by us, it is possible to receive updates on the live status of the service from SNAG-View in ((OTRS)) Community Edition and i-doit. In addition, an ((OTRS)) Community Edition ticket can be created and edited in all three systems. Also, all IT inventory objects can be represented, adopted for monitoring and associated with tickets in SNAG-View and ((OTRS)) Community Edition.

All data are available on all systems and offer maximum control over monitoring, your IT infrastructure and your help desk.

More information on the individual integration is provided lower down on this page.

Interface

SNAG-View and ((OTRS)) Community Edition

The SNAG-View - ((OTRS)) Community Edition interface extends SNAG-View's notification function. This interface enables automatic ((OTRS)) Community Edition ticket creation on the SNAG-View server. The attributes (e.g., status, hostname, service name, etc.) are passed in as the ticket parameters.

Only one ticket is created per incident; each additional SNAG-View notification is processed as a comment in the existing ticket.

Malfunctions in SNAG-View can be set to "Acknowledge" in ((OTRS)) Community Edition. Both systems now know that an engineer is taking care of the malfunction. In this case, SNAG-View does not send any further notifications relating to the issue.

The live status of the affected hosts or services is shown in the ticket view. This additional information can be used, e.g., for ticket processing and closing without having to open the SNAG-View interface. There is also the possibility of automatically closing the ticket if the service status changes back to "OK" and the malfunction has been fixed.

All ticket processing steps from ((OTRS)) Community Edition appear as notes below the affected host or service in SNAG-View.

Thanks to this intelligent combination of the two systems, professional clarification is quickly and centrally supported using only the ((OTRS)) Community Edition interface.

Ticket overview in SNAG-View

Keep track of all ((OTRS)) Community Edition tickets relating to the infrastructure at all times in SNAG-View.

SNAG-View live status in ((OTRS)) Community Edition

Directly view the live status of the host in the ((OTRS)) Community Edition ticket for all tickets related to the infrastructure.

Added value

Targeted and effective allocation of incidents relating to the IT infrastructure in the service desk.

Screenshots

SNAG-View live status in ((OTRS)) Community Edition

Schnittstelle

SNAG-View and i-doit

The SNAG-View - i-doit interface allows for quick adoption of i-doit objects into the monitoring environment. Each i-doit object that has an IP/host address can be exported to SNAG-View at the push of a button. There, the service profile is then selected and monitoring starts.

Within SNAG-View a small icon shows that the host in question comes from the i-doit CMDB and is maintained there. This icon is linked to the overview page for the corresponding object in i-doit so that it can it can be accessed quickly if detailed information is needed.

Within i-doit, the current status of the object is shown by a coloured icon on the dashboard.

If changes are made to a SNAG-View monitored object (e.g., a change of the IP address), this change is automatically passed to SNAG-View so that complete monitoring is maintained. All configuration changes are stored in the SNAG-View audit log, thus ensuring that i-doit changes remain traceable.

i-doit objects in the service browser

You can see in SNAG-View, what objects exist in the i-doit CMDB, thus maintaining an overview of the inventoried devices.

SNAG-View live status in i-doit

You can see the live status directly in i-doit.

Added value

Avoid duplicate data maintenance by synchronising and rapid establishment of monitoring

Webinar SNAG-View <> i-doit

Screenshots

SNAG-View live status on the overview page

Interface

((OTRS)) Community Edition und i-doit

The ((OTRS)) Community Edition - i-doit interface supports linking of i-doit objects with ((OTRS)) Community Edition tickets. A new "((OTRS)) Community Edition" category is assigned to all object types. This category shows all ((OTRS)) Community Edition tickets for the corresponding object. There is also the possibility to create a new ticket for this object. A link to this object is automatically created.

On the ((OTRS)) Community Edition side, all associated/affected objects for the open ticket are displayed. When creating a ticket in ((OTRS)) Community Edition ticket, you can select whether and with which i-doit objects the new ticket will be linked. To do so, all objects associated with a customer are listed after entering the customer. All other objects can also be associated with tickets.

Associating i-doit objects with ((OTRS)) Community Edition tickets

When creating tickets, you can associate the affected i-doit object to each ticket.

Creating tickets in i-doit

Create your tickets directly from the i-doit object.

Added value

Shorter processing times through a central display of important information for configuration items.

Webinar ((OTRS)) Community Edition <> i-doit

Screenshots

Ticket creation in ((OTRS)) Community Edition

Interface

((OTRS)) Community Edition and JIRA

JIRA is a leading project management software from Atlassian and is mainly used in development. Many agile teams use this tool in software development. ((OTRS)) Community Edition, on the other hand, focuses primarily on the helpdesk, incident and problem management.

The helpdesk forwards requests (software errors, feature requests) if the development team is required for the solution.

Via the interface ((OTRS)) Community Edition Tickets can create JIRA processes. Individual articles and file attachments are selected and transferred to the JIRA system. JIRA specific fields can be configured freely and flexibly in the ((OTRS)) Community Edition and transferred to JIRA. Freely defined postmaster filters trigger actions to automatically display ((OTRS)) Community Edition information in JIRA.

Comments and editing steps on the JIRA ticket are added as articles in ((OTRS)) Community Edition. The flow of information between development, helpdesk and ((OTRS)) Community Edition customer is guaranteed.

JIRA processes can be automatically generated and linked using defined filters via integration in the Customer Portal

Ticket overview in JIRA

((OTRS)) Community Edition articles are displayed as comments. Link to the affected ((OTRS)) Community Edition ticket.

Ticket overview in ((OTRS)) Community Edition

Link to the affected JIRA process. Display of the current processing status of the JIRA process. (project, activity ID, type, priority, status, agent and summary)

Added value

Improved information flow for processors and customers. The strengths of both systems are illustrated in a clear way.
is still used.

Functions

Tickets from OTRS/Znuny can be transferred to Jira to create a task.
Before the transfer to Jira, the project, the task type, the description, the responsible agent, the priority and any other Jira field (configurable) can be selected and changed in OTRS/Znuny.
Existing tickets can be linked to existing Jira tasks.
Articles from OTRS/Znuny can be sent to Jira and are visible there in the form of comments.
Comments and editing steps on the Jira task are added as articles in OTRS/Znuny.
All attributes (configurable) from Jira are displayed in real time in a sidebar widget in OTRS/Znuny.
Attributes can be synchronised automatically in both directions: If the priority is changed in the process in Jira, the priority in OTRS/Znuny also changes.
Dynamic fields in OTRS/Znuny can be linked to custom fields in Jira: Custom attributes with information can be synchronised between Jira and OTRS/Znuny. This allows information from Jira to be displayed in the dashboard or the customer portal, for example.

Many functions of the JiraConnector were developed generically and can be individually adapted or extended via the system configuration in OTRS/Znuny.