EV Observe - Configure Ticketing Systems - Overview
Ticketing integration enables you to create and synchronize tickets in both third-party products and EV Observe.
- A ticket can be created in the third-party product when a monitoring alert is acknowledged for a configuration item (CI) (host/service) in EV Observe.
- You can view information on the third-party product's ticket in the EV Observe CI Detail form.
Notes
- Integration is performed using the REST API of the third-party product.
- You must define the mapping between fields in EV Observe and those in the third-party product.
- Each EV Observe company or site must be mapped with a company defined in the third-party product.
- You may also be required to perform a specific configuration in the third-party product, for example by creating a dedicated user for the REST API.
See Ticketing integration for each third-party product
- Ticketing integration can be implemented for monitoring a single company or for monitoring the IT assets of multiple companies.
- A ticket can be opened in the ticketing tool for any CI (host/service) with an alert, without an open ticket, and that is not yet acknowledged.
- You cannot acknowledge an alert again or open a ticket as long as the status of the CI is not OK, and the ticket is not closed.
Caution
- Life cycles in the third-party product and EV Observe are not synchronous.
- When a ticket is closed in the third-party product, this will not automatically change the status of the control to OK in EV Observe.
- When the alert disappears in EV Observe, this will not automatically close the ticket in the third-party product.
- An action can be performed in the component associated with the control in EV Observe while its ticket is kept under observation in the third-party product to ensure the issue is correctly resolved.
Operating principle
The diagram below shows the interaction between EV Observe and the third-party product. You can see the life cycle and status changes for a monitoring control in EV Observe as well as the life cycle of an incident in the third-party product.
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Procedure: How to create a ticket via a monitoring alert
Prerequisites: Configuration of the integration based on the third-party tool used
See Ticketing integration for each third-party product
Step 1: Create a ticket
1. Select Monitoring > Monitoring in the menu.
2. Open the CI Detail form (host/service) where the monitoring alert was triggered.
3. Click the critical indicator 
or warning indicator 
for the relevant CI. Next, click Create a ticket and acknowledge.
The window for creating a ticket will appear.
5. Specify the information on the ticket.
Note: The fields displayed will depend on the integration.
6. Click Apply.
- The ticket will be created in the third-party tool.
- The CI Detail form will retrieve the information on the ticket.
Step 2: Monitor the ticket in EV Observe
1. Move the cursor over the 
icon next to the relevant CI.
Information on the ticket will appear in a popup window.
2. Click 
in the title bar of the popup window.
The ticket will open in Service Manager.
Step 3: Solve the alert
1. Perform the actions required to remove the alert for the CI.
2. Close the ticket in the third-party tool.
- The closing will display in EV Observe.
- The history of closed tickets will be kept.
List of ticketing integrations
At the time of writing, EV Observe supports the following ticketing systems.
- Akuiteo
- Artis. Versions 2.5.9, 2.6, 2.8 and 3.0
- Atheneo. Version 14.1.8.1
- Freshservice
- GLPI. Versions 9.1, 9.2, 9.3
- Isilog IWS Air Design
- iTop. Web services version 1.3
- ManageEngine ServiceDesk Plus MSP
- Pytheas. Version 4.3.1
- Sage X3
- EV Service Manager
- EV Observe Customer Care. Versions 8.10_3.3 or later
- ServiceNow. Utah version