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.
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.
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.
Webinar SNAG-View <> i-doit
((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.
Webinar ((OTRS)) Community Edition <> i-doit
((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
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.