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.

Graphic presentation=Steps

(Prerequisite) Configuration of the integration in the third-party tool (1) The status of a CI 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 CI 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

      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. Jakarta version