EV Observe - Configure Ticketing Systems - Overview

Last modified on 2022/09/12 17:23

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 service or host in EV Observe.
  • You can view information on the third-party product's ticket in the EV Observe service or host.

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.   Open url.png 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 service or host 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 service or host 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.

Graphic presentation=Steps
Ticketing life cycles - EN.png
  • (Prerequisite) Configuration of the integration in the third-party tool
  • (1) The status of a host or service changes to critical or warning. An alert is triggered in EV Observe
    • The alert is acknowledged in EV Observe
    • A ticket is generated in the third-party tool. It contains information on the monitoring event as well as information on the mapping between EV Observe and the third-party product.
    • The ticket's information appears in EV Observe
  • (2) The ticket is processed in the third-party product to remove the alert in EV Observe
  • (3) The ticket is closed and the status of the host or service in EV Observe changes to OK

Procedure: How to create a ticket via a monitoring alert

Prerequisites: Configuration of the integration based on the third-party tool used

     Open url.png See Ticketing integration for each third-party product

Step 1: Create a ticket

1. Select Monitoring > Monitoring in the menu.

2. Open the service form or host form where the monitoring alert was triggered.

3. Click the critical indicator Status icon - Critical.png or warning indicator Status icon - Warning.png for the relevant service or host. Next, click Create a ticket and acknowledge.

          Acknowledge alert.png

The window for creating a ticket will appear.

5. Specify the information on the ticket.

Note: The fields displayed will depend on the integration.

          Create ticket.png

6. Click Apply.

  • The ticket will be created in the third-party tool.
  • The service form or host form will retrieve the information on the ticket.

Step 2: Monitor the ticket in EV Observe

1. Move the cursor over the Open folder icon.png icon next to the relevant service or host.

Information on the ticket will appear in a popup window.

          View ticket information.png

2. Click View ticket information icon.png in the title bar of the popup window.

The ticket will open in Service Manager.

          Consult ticket in Service Manager.png
 

Step 3: Solve the alert

1. Perform the actions required to remove the alert for the service or host.

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
  • Service Manager
  • EV Observe Customer Care. Versions 8.10_3.3 or later
  • ServiceNow. Jakarta version
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