EV Observe - Artis Ticketing Integration

Last modified on 2024/03/11 16:51

TicketingIntegration_ConstantlyDeveloped

   Artis is in constant development. As such, some of the screens shown in the procedures below may be different from the ones in the final interface.

TicketingIntegration_Definition

The Artis ticketing integration is used to create and synchronize tickets in both Artis and EV Observe.

  • A ticket can be created in Artis when a monitoring alert is acknowledged for a configuration item (CI) (host, service, or user service). Open url.png See Ticketing integration - Overview.
  • You can view information on the Artis ticket in the EV Observe CI.
  • To set up this integration, you must first perform the cross-reference mapping between some of EV Observe information and Artis information.

Notes

TicketingIntegration_Notes

  • Integration is performed using the Artis REST API.
  • In order for tickets to be added to the CI of an EV Observe company or site, the company or site must first be defined with a CRM link to the company defined in Artis.
    • EV Observe: 2024.4 (5.5)+ The adding of the CRM link is optional if the value of the disableCrmCompanyLink parameter is True in the specific information specify in the Artis connector. Open url.png See Configuration in EV Observe.
    • When you define the CRM link in a company in EV Observe, all of the sites in this company will inherit this link.
  • The integration can be performed manually (users open the ticket themselves), in automatic mode (the ticket is opened automatically), or in driven integration mode (the ticket is opened automatically subject to the rules in the cross-reference mapping file). Open url.png See the description.

Caution

TicketingIntegration_Caution

  • To optimize performance, only one call is made to the Artis Web service for processing the list of tickets. If this list of tickets to be synchronized contains one or more tickets that no longer exist in Artis, e.g. ticket permanently deleted from the recycle bin, the Web service will generate an error and the integration will not update the list of tickets. To prevent this, you should avoid permanently deleting any open ticket in monitoring.
  • Based on your context, check which fields are mandatory in Artis for creating tickets. If mandatory fields are considered optional by the integration, the integration will not run correctly.
  • If the integration is configured to run in automatic mode or driven integration mode:
    • Ticket creation will be blocked if a mandatory field is not specified.
    • 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.

Mapping of fields between EV Observe and Artis

TicketingIntegration_FieldMapping

The cross-reference mapping will map the fields in EV Observe with those in Artis and determine the display of fields when tickets are opened, i.e. mandatory, optional or hidden fields.

  • The first column in the table displays the ticket field in EV Observe.
  • The second column displays the ticket field in Artis.
  • The third column displays operating rules for the integration.
  • The fourth column indicates the mandatory fields required to ensure that the integration runs correctly. There are 3 possible values:
    • Hidden: The field is ignored.
    • Optional: The field can be used.
    • Mandatory: The EV Observe field must be mapped with a Artis field.
EV Observe field Artis field Operating rules Is Required
participant N/A Hidden
contact N/A Hidden
contract N/A Hidden
environment N/A Hidden
category N/A Hidden
service N/A Hidden
service item N/A Hidden
priority N/A Hidden
team N/A Hidden
CI N/A Hidden

Cross-reference mapping file

TicketingIntegration_MappingFile

The cross-reference mapping file is used when integration is performed in automatic mode or driven integration mode. It is used to load values in the fields used by the integration and define mapping rules.

File description

     Open url.png See the general description and input rules in the file.

Caution

Example of the file

  Cross-reference mapping file

Tickets will automatically be created when the status changes to Critical for all types of CIs (hosts, services or user services) whose tag ID is ID 124.

Each ticket will display:

  • The prefix specified in the specific information.
  • Other variabilized information in the file.

          Ticket details example.png

Procedure: How to configure the Artis ticketing system

Step 1: Configure the ticketing integration in EV Observe

Step 1.a: Create a Artis connector used by the integration

     Open url.png See the detailed procedure

1. Specify the general information.

  • Type: Select the Webservice ARTIS connector.
  • URL: Artis platform URL.
  • User / Password: Login and password of the dedicated user for the integration, defined in Artis.

2. In the Specific information field, specify any additional information required for the integration.

  • You must comply with the format below.
  • Replace the values in yellow with the values defined in Artis.

   Tags specified in the specific information must correspond to a tag in EV Observe. They are used to configure the Organisation interne and Domaine fields in Artis.

{
"codeOrgInt": "<Internal origine code>",
"codeDomaine": "<Domain code>",
"source": "<Source label>",
"codeNature": "<Nature code>",
"codeTypeDit": "<Type Dit code>",
"identifiantPortail": "<Portal ID>",
"origine": "<Origine label>",
"listeEtatsOuverts": [
"<Status 1>",
"<Status 2>",
"<Status 3>" ],
"prefixe_texte": "<Text prefix>",
"tags": {
  "lang": "<Language code>",
"mapping": [
{
"<tag1>": {
                    "codeOrgInt": "<Internal origine code>",
                    "codeDomaine": "<Domain code>"
                }
},
              {
"<tag>": {
                    "codeOrgInt": "<Internal origine code>",
                    "codeDomaine": "<Domain code>"
                }
            }
           ]
    }
}

example  

{
"codeOrgInt": "001",
"codeDomaine": "DOM-TST",
"source": "supvervision",
"codeNature": "100",
"codeTypeDit": "24",
"identifiantPortail": "TST001",
"origine": "Supervision",
"listeEtatsOuverts": [
"SaisieExterne",
"EnCours",
"TravailNonTermine" ],
"prefixe_texte": "PROACTIVITE - TEST",
"tags": {
  "lang": "FR",
"mapping": [
{
"Informatique": {
                    "codeOrgInt": "001",
                    "codeDomaine": "DOM-TST"
                }
},
              {
"Reseau": {
                    "codeOrgInt": "002",
                    "codeDomaine": "DOM-PTT"
                }
            }
           ]
    }
}

Step 1.b: Associate the company with the Artis entity using a CRM link

     Open url.png See the detailed procedure
 

Step 2: In EV Observe, create tickets based on the required integration mode for Artis

     Open url.png See the detailed procedures:

Step 3: Monitor, solve and close the ticket

  • Monitor the ticket in Artis and in EV Observe
  • Perform the required actions to solve the incident
  • Close the ticket in Artis
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