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 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.
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.
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 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.
Webinar OTRS <> i-doit
OTRS und 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, 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 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 and transferred to JIRA. Freely defined postmaster filters trigger actions to automatically display OTRS information in JIRA.
Comments and editing steps on the JIRA ticket are added as articles in OTRS. The flow of information between development, helpdesk and OTRS customer is guaranteed.
JIRA processes can be automatically generated and linked using defined filters via integration in the Customer Portal