EV Observe - Ticketing Integrations - Overview

Last modified on 2024/03/11 16:51

Ticketing integration enables you to create and synchronize tickets in both third-party products (ITSM) and EV Observe.

  • When a monitoring alert for a configuration item (CI) (host or service) is acknowledged in EV Observe, a ticket can be created in the third-party product (ITSM).
  • The procedure for creating tickets depends on whether the integration mode is defined as manual, driven or automatic. Open url.png See the description
  • You can monitor tickets both in EV Observe and in the third-party product (ITSM).

Operating principle

The diagram below shows the interaction between EV Observe and the third-party product (ITSM). It displays the life cycle of a monitoring control in EV Observe and the life cycle of an incident in the third-party product (ITSM).

Display Steps
Ticketing life cycles.png
  • (1) Monitoring alert in EV Observe for a CI whose status changes to warning, critical or unknown.
    • Acknowledge the alert in EV Observe
    • The ticket is created in the third-party product (ITSM) using monitoring information from the event and based on the integration mode
    • Ticket details are displayed in EV Observe
  • (2) Process the ticket in the third-party product (ITSM)
  • (3) The operating state of the CI is now normal
    • Close the ticket in the third-party product (ITSM)
    • The status of the CI changes to OK in EV Observe

Ticket creation modes

Once users acknowledge a monitoring alert for a CI in EV Observe, a ticket can be created in the third-party product (ITSM).

  •   A ticket can only be opened in the third-party product (ITSM) for CIs with an unacknowledged alert and without an open ticket.

  • You can only acknowledge an alert again and open a new ticket after the CI status has changed back to OK and the ticket has been closed.

Manual integration mode

Users create tickets in the third-party product (ITSM) by entering information manually in EV Observe.

  • In the CI Details form, users click Create a ticket and acknowledge.
  • The window for creating a ticket will appear.
  • Users enter ticket information manually. Note: The fields displayed depend on the ticketing system used. Open url.png See the List of ticketing integrations 

     Open url.png See the detailed procedure

Driven integration mode

Tickets are created automatically in the third-party product (ITSM) based on rules defined in the cross-reference mapping file.

  • Prerequisite: You must first define the cross-reference mapping file using information specific to the ticketing system used. Open url.png See the List of ticketing integrations 
  • In the CI Details form, users click Create a ticket and acknowledge.
  • The ticket will automatically be created using the information specified in the cross-reference mapping file.

     Open url.png See the detailed procedure

Automatic integration mode

Tickets are created automatically in the third-party product (ITSM) based on rules defined in the cross-reference mapping file.

  • Prerequisite:
    • You must first configure the driven integration mode. You can then enable the automatic creation of tickets for each CI. This option will only appear if the driven integration mode is selected.
    • You must first define the cross-reference mapping file using information specific to the ticketing system used. Open url.png See the List of ticketing integrations
  • In the cross-reference mapping file, you define the changes in status that will trigger ticket creation, e.g. OK, warning, critical, unknown.
  • When the CI status changes to one of the specified statuses, the ticket will automatically be created using the information specified in the cross-reference mapping file.

     Open url.png See the detailed procedure

Notes

  • Ticketing integrations are performed using third-party (ITSM) REST APIs.
  • They can be implemented for monitoring a single company or for monitoring the IT assets of multiple companies.
  • Each ticketing integration requires you to first define the mapping between fields in EV Observe and those in the third-party product (ITSM).
    • Each EV Observe company or site must be mapped with a company defined in the third-party product (ITSM).
    • You may also be required to perform additional configuration in the third-party product (ITSM), for example, by creating a dedicated user for the REST API, by creating a dedicated role, etc.  - Open url.png See the List of ticketing integrations

Caution

  • The life cycle in EV Observe and the life cycle in the third-party product (ITSM) are not synchronized. Open url.png See Operating principle
    • When a ticket is closed in the third-party product (ITSM), 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 (ITSM).
    • An action can be performed on the CI in EV Observe while keeping its ticket under observation in the third-party product (ITSM) to ensure the issue is correctly resolved.

Integration process

You implement ticketing integration with a third-party product (ITSM) in different steps.

Step 1: In the third-party product (ITSM), configure the elements required for ticketing integration

     Open url.png See the List of ticketing integrations

Step 2: Configure the ticketing integration in EV Observe

  • Associate the company with a third-party (ITSM) entity using a CRM link - Open url.png See the detailed procedure
     

Step 3: In EV Observe, create tickets based on the required integration mode

     Open url.png See the detailed procedures:

Step 4: Monitor, solve and close the ticket

  • Monitor the ticket in the third-party product (ITSM) and in EV Observe
  • Perform the required actions to solve the incident
  • Close the ticket in the third-party product (ITSM)

Procedures

How to create a connector for the third-party product (ITSM)

1. Go to the Web app.

2. Create a connector for the third-party product (ITSM) used in the ticketing integration.

  • Select Administration > External connections > External connections in the menu.
  • Click + Add.
    EV Observe - Third-party product connector configuration.png

3. Specify the information below.

  • Type: Select the third-party product (ITSM) used in the ticketing integration.
  • Version: Version of the third-party product (ITSM) used.
  • Module: Select the Ticketing value.
  • Name: Connector name.
  • Enabled: Select Yes to enable the new connector.
  • Default: Select Yes.
    • The No option is used by specific ticketing integrations.
  • URL: URL for accessing the platform of the third-party product (ITSM).
  • Port: Specific port.
    • Do not specify this field if you are using the HTTP/HTTPS protocols.
  • Timeout: Web service response time (in seconds).
  • User / Password: Login and password of the dedicated user for the integration.
    • This information is specified in the third-party product (ITSM).
  • Specific information: Specify any additional information required for the integration.

   This information is specific to each third-party product (ITSM). Open url.png See the List of ticketing integrations

  • Driven integration: Used to indicate if ticket creation and synchronization between EV Observe and the third-party product (ITSM) will be performed in automatic integration mode or driven integration mode (box is checked) or manually by users (box is not checked).
      Open url.png See Ticket creation modes
  • Queue: Specify the field if the third-party product (ITSM) uses a queue for connection.
  • Database name / Database instance: Specify the fields if the third-party product (ITSM) uses a connection to an ODBC database.
  • Default user: If no CRM user is specified in the EV Observe user, the default value used will be retrieved from the Participant field.
  • Territory: Filter used by Sage integration.
  • Synchronization time for closed tickets (days): Time after which the status of closed tickets will no longer be synchronized between EV Observe and the third-party product (ITSM).
  • disableCrmCompanyLink 2023.4 (5.5)+: Used to make the adding of the CRM link an optional feature.
    • 0 = CRM link is enabled
    • 1 = CRM link is disabled
       

   A list of additional fields with the Hidden, Optional and Mandatory options will appear, e.g. participant, contact, contract, etc. Their configuration depends on the third-party product (ITSM) used. Open url.png See the List of ticketing integrations

4. Click Test to check that the connector is correctly configured and to check the connection to the third-party (ITSM) API.

5. Click Apply to save the connector.

How to associate a company with a third-party (ITSM) entity

2023.4 (5.5)+

   The adding of the CRM link is optional if the value of the disableCrmCompanyLink parameter is True in the Specific information field in the configuration of the third-party (ITSM) connector.

1. Select Organization > Sites in the menu.

2. Select the company.

3. Click Edit.

4. Specify the third-party (ITSM) entity in the CRM link field.

5. Click Apply to save the company.

        EV Observe - Company configuration.png

How to create a ticket in manual integration mode

Prerequisites

Step 1: Create the ticket for the CI with a monitoring alert

1. Select Monitoring > Monitoring in the menu.

2. Create a ticket for the CI.

  • Click the name of the CI to open its Details form and click Open a ticket.

or
Click the critical indicator Status icon - Critical.png, warning indicator Status icon - Warning.png or unknown indicator Status icon - Unknown.png in the Status column of the relevant CI.

          Create ticket from Monitoring menu.png

  • Click Create a ticket and acknowledge.
           Create ticket button.png

The window for creating a ticket will appear.

3. Enter the information on the ticket.

   The fields displayed depend on the integration.

          Create ticket form.png

4. Click Apply.

  • The ticket will be created in the third-party product (ITSM).
  • The CI Details form will retrieve the information on the ticket.

Step 2: Monitor and close the ticket

1. You can monitor the ticket in EV Observe and in the third-party product (ITSM).

  • Display ticket information in EV Observe by hovering over the Open folder icon.png icon next to the CI.
           View ticket information.png
  • Go to the third-party product (ITSM) and search for the ticket using the ticket number displayed in EV Observe.

example  Incident form in Service Manager

        Consult ticket in third-party product.png

2. Perform the actions required to solve the incident for the CI.

3. Close the ticket in the third-party product (ITSM) once the incident is solved.

  • You can see that the ticket is closed in EV Observe.
  • The history of closed tickets is kept.

How to create a ticket in driven integration mode

Prerequisites

Step 1: Configure the connector in driven integration mode

1. Select Administration > External connections > External connections in the menu.

2. Click the name of the third-party (ITSM) connector to open its configuration form.

3. Select the Driven integration mode.

4. Specify the fields displayed.

  • Automatic acknowledgment on open ticket: When a ticket is already open for the alert and the status of the alert changes, this will automatically acknowledge the ticket and update it in EV Observe.
  • Enable automatic incident creation for new configuration items: When a new CI is created, it will be defined by default with the automatic ticket creation mode.

5. Select the cross-reference mapping file to be used for the integration. To do so, click Import mapping.

   The cross-reference mapping file is specific to each third-party product (ITSM). Open url.png See:

   If urgency and impact values are specified in the cross-reference mapping file, these values will have priority over any other source of information and will be considered as the reference values for the urgency and impact of each ticket.

Best Practice icon.png  Click Export mapping to view the mapping rules defined for the integration.

6. Click Test to check that the connector is correctly configured.

7. Click Apply.
 

Step 2: Create the ticket for the CI with a monitoring alert

1. Select Monitoring > Monitoring in the menu.

2. Create a ticket for the CI.

  • Click the name of the CI to open its Details form and click Open a ticket.

or
Click the critical indicator Status icon - Critical.png, warning indicator Status icon - Warning.png or unknown indicator Status icon - Unknown.png in the Status column of the relevant CI.

          Create ticket from Monitoring menu.png

  • Click Create a ticket and acknowledge.
           Create ticket button.png

The ticket will automatically be created and information will be preloaded using the information specified in the cross-reference mapping file used by the integration.
 

Step 3: Monitor and close the ticket

1. You can monitor the ticket in EV Observe and in the third-party product (ITSM).

  • Display ticket information in EV Observe by hovering over the Open folder icon.png icon next to the CI.
           View ticket information.png
  • Go to the third-party product (ITSM) and search for the ticket using the ticket number displayed in EV Observe.

example  Incident form in Service Manager

        Consult ticket in third-party product.png

2. Perform the actions required to solve the incident for the CI.

3. Close the ticket in the third-party product (ITSM) once the incident is solved.

  • You can see that the ticket is closed in EV Observe.
  • The history of closed tickets is kept.

How to create a ticket in automatic integration mode

   The automatic integration mode requires you to first configure the driven integration mode. You can then enable the automatic creation of tickets for each CI. This option will only appear if the driven integration mode is selected.

Prerequisites

Step 1: Enable the automatic creation of tickets for CIs with monitoring alerts

1. Go to the Configuration form of each CI using the Configuration menu.

2. Select the Automatic ticket creation option.

Best Practice icon.png  You can perform a mass update for all CIs using the dedicated wizard or the Import/Export functionality.

3. Click Apply.

Each time there is a change in status for one of the configured CIs, a ticket will automatically be created and information will be preloaded using the information specified in the cross-reference mapping file used by the integration.
 

Step 2: Monitor and close the ticket

1. You can monitor the ticket in EV Observe and in the third-party product (ITSM).

  • Display ticket information in EV Observe by hovering over the Open folder icon.png icon next to the CI.
           View ticket information.png
  • Go to the third-party product (ITSM) and search for the ticket using the ticket number displayed in EV Observe.

example  Incident form in Service Manager

        Consult ticket in third-party product.png

2. Perform the actions required to solve the incident for the CI.

3. Close the ticket in the third-party product (ITSM) once the incident is solved.

  • You can see that the ticket is closed in EV Observe.
  • The history of closed tickets is kept.

List of ticketing integrations

The integration documentation outlines information specific to each third-party product (ITSM). This information is required for creating a connector and configuring the third-party product (ITSM). It also provides a description of the cross-reference mapping file required for the automatic integration and driven integration modes.

At the time of writing, EV Observe supports the following ticketing systems.

Third-party product (ITSM) Driven integration mode / Automatic integration mode
Akuiteo
ARTIS (versions 2.5.9, 2.6, 2.8, 3.0) 2024.1 (5.6)+
Atheneo (versions 14.1.8.1)
Freshservice - IT Service Desk
Freshdesk 2023.4 (5.5)+
GLPI (versions 9.1, 9.2, 9.3)
Ivanti Service Desk 2024.1 (5.6)+
iTop (Web services version 1.3)
IWS Isilog
Jira Service Management 2024.1 (5.6)+
ManageEngine ServiceDesk Plus - MSP
Pytheas (version 4.3.1)
Sage X3
EV Service Manager - REST API X
ServiceNow (Utah version) X
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