Everything at a glance

ITSM-Connector

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 and i-doit. In addition, an OTRS 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.

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

The SNAG-View - OTRS interface extends SNAG-View's notification function. This interface enables automatic OTRS 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. 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 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 interface.

Ticket overview in SNAG-View

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

SNAG-View live status in OTRS

Directly view the live status of the host in the OTRS 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

Ticketübersicht in SNAG-View
Ticketerstellung in SNAG-View
Acknowledgement setzen
SNAG-View Livestatus in OTRS

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.

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

Screenshots

i-doit Objekte im Servicebrowser
SNAG-View Livestatus auf der Übersichtsseite

Interface

OTRS and i-doit

The OTRS - i-doit interface supports linking of i-doit objects with OTRS tickets. A new "OTRS" category is assigned to all object types. This category shows all OTRS 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 side, all associated/affected objects for the open ticket are displayed. When creating a ticket in OTRS 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 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.

Screenshots

Ticketerstellung in OTRS
Ticketansicht
Ticketerstellung in i-doit

Schnittstelle

OTRS und JIRA

JIRA ist eine führende Projektmanagementsoftware von Atlassian und wird hauptsächlich im Bereich Entwicklung eingesetzt. Viele agile Teams setzen in der Softwareentwicklung auf dieses Tool. OTRS dagegen legt in erster Linie den Fokus auf den Helpdesk, das Incident- und Problemmanagement.

Der Helpdesk leitet Anfragen (Softwarefehler, Feature Request) weiter, wenn zur Lösung das Entwicklungsteam erforderlich ist.

Über die Schnittstelle lassen sich von OTRS Tickets JIRA Vorgänge erzeugen. Einzelne Artikel und Dateianlagen werden ausgewählt und an das JIRA System übertragen. Dabei können JIRA spezifischen Felder im OTRS frei und flexibel konfiguriert und an JIRA übermittelt werden. Durch freidefinierte Postmaster Filter werden Aktionen angetriggert, um OTRS Informationen automatisch in JIRA darzustellen.

Kommentare und Bearbeitungsschritte am JIRA Ticket werden im OTRS als Artikel hinzugefügt. Der Informationsfluss zwischen Entwicklung, Helpdesk und OTRS Kunde wird dadurch gewährleistet.

Über die Integration im Customer Portal können anhand definierter Filter automatisch JIRA Vorgänge erzeugt und verknüpft werden.

Ticketübersicht im JIRA

OTRS Artikel werden als Kommentare dargestellt. Verlinkung zum betroffenen OTRS Ticket.

Ticketübersicht im OTRS

Verlinkung zum betroffenen JIRA Vorgang. Anzeige des aktuellen Bearbeitungsstandes des JIRA Vorganges. (Projekt, VorgangsID, Typ, Priorität, Status, Bearbeiter und Zusammenfassung)

Mehrwert

Verbesserter Informationsfluss für die Bearbeiter und den Kunden. Durch die übersichtliche Darstellung werden die Stärken der beiden Systeme
weiterhin genutzt.

Screenshots

JIRA Vorgang im OTRS erstellen
Schnittstelle in JIRA
Schnittstelle in OTRS