EV Observe - Configure the GLPI Ticketing System

Last modified on 2024/03/11 16:51

GLPI : Versions 9.1, 9.1.1, 9.1.2, 9.1.6, 9.3

TicketingIntegration_ConstantlyDeveloped

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

  • A ticket can be created in GLPI 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 GLPI 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 GLPI information.

Notes

  • GLPI validated versions are without CAS authentication as the bug that occurs with CAS authentication + API is only corrected in version 9.4.2.
TicketingIntegration_Notes

  • Integration is performed using the GLPI 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 GLPI.
    • 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 GLPI 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.

Caution

TicketingIntegration_Caution

  • To optimize performance, only one call is made to the GLPI 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 GLPI, 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 GLPI for creating tickets. If mandatory fields are considered optional by the integration, the integration will not run correctly.

Cross-reference mapping between EV Observe and GLPI

  • The first column in the table displays the ticket field in GLPI.
  • The second column displays operating rules for the integration.
  • The third column indicates the mandatory fields required to ensure that the integration runs correctly.
     
GLPI field Operating rules Mandatory
Entity
  • An EV Observe company or site corresponds to a GLPI entity.
  • The link between the GLPI entity and the EV Observe company or site is indicated in the EV Observe form.
  • You must configure one link for each EV Observe site.
Yes
Type
  • Non-modifiable default value: Incident
N/A
Category
  • Fixed value defined in the integration configuration
  • Optional field specified in the integration information. Enter the full name, cat 1 > cat 2 > cat 3 (identical to the display in GLPI)
  • The category is not displayed in the EV Observe ticket creation form.
  • Check that the value exists by testing the connection in the EV Observe Web app and when creating tickets.
No
Requestor
  • The requestor is the user declared in EV Observe (Administration > External connections > External connections > User field)
Yes
Observer N/A N/A
Assigned to N/A N/A
Request source
  • This field is used to determine the rate of tickets opened since the start of EV Observe monitoring.
  • Non-modifiable default value: Monitoring
  • The value is defined in the integration configuration.
  • GLPI prerequisites: You must create the source if it does not exist.
Yes
Associated elements
  • Values preloaded with the EV Observe host corresponding to the alert.
  • You can modify this field when creating tickets in EV Observe.
  • The mapping key is the name of the EV Observe host.
  • If the record is found, the list of hosts for the site will appear with the field value initialized by the record.
  • If no record is found, the list of hosts for the entity will appear without any preselection.
No
Title
  • For a host: Host XXX - IP address: YYY - YYY status
  • For a service: Service XXX for host YYY (IP address: YYY) - ZZZ status
  • The title is displayed in the EV Observe ticket creation form.
  • You can modify this field when creating tickets in EV Observe.
Yes
Description
  • For a host: Details/description of the alert generated by EV Observe
  • For a service: Details/description of the alert generated by EV Observe
  • The description is displayed in the EV Observe ticket creation form.
  • You can modify it when creating tickets in EV Observe.
Yes
Opening date
  • This field is used to calculate the processing time of incidents.
  • The ticket is created by initializing the date based on the configuration of the control:
    • No cross-check: start date of the SOFT/HARD state (in this case, identical)
    • Cross-check: start date of the HARD state (confirmed)
N/A
Status
  • Non-modifiable default value: New
N/A

Procedure: How to configure the GLPI ticketing system

Step 1: In GLPI, configuration of elements required for ticketing integration

Step 1.a: Create a user whose profile is super-admin

The profile super-admin has all of the configuration and setup rights for the application.

   GLPI : 9.3+  You must specify by default the supervisor profile in addition to the super-admin profile. The supervisor profile must also have read access to categories and sources.

Best Practice icon.png  You should enable maximum pagination for the profile, especially if there are numerous categories and/or sources.

Specific case of authentication delegation (SSO)

User authentication in GLPI can be integrated (SSO) and then delegated to an LDAP directory and performed automatically. You define this configuration in the Web server.
In Apache, you can do this by including an authentication module and the NTLMAuthHelper clause in the Apache configuration file.

   The REST API does not support this type of authentication. You should therefore retain the Basic authentication method and exclude the IP address of the EV Observe platform from the integrated authentication. This platform is the one that sends requests to the GLPI REST API.

example  Functional Apache configuration, to be adapted based on requirements

<Directory /var/www/html/glpi>
AllowOverride All
Order allow,deny
Options Indexes
Allow from all
NTLMAuth on
NTLMBasicAuth on
NTLMBasicRealm xxxxx
AuthType NTLM
AuthName ‘<nom de l'utilisateur>’
NTLMAuthHelper "/usr/bin/ntlm_auth –helper-protocol=squid-2.5-ntlmssp"
NTLMBasicAuthoritative off
require valid-user
Require local
require ip x.y.z.t
</Directory>

Step 1.b: Generate an API and a token

1. Select Setup > General > API in the menu.

2. Generate an API and a token.

  • Specify the URL of the API.
  • Select Yes in the Enable REST API field.
  • Select Yes in the Enable login with credentials field.
  • Select Yes in the Enable login with external token field.
  • Click Save.

            GLPI - Create API and token.png

3. Authorize access to EV Observe by specifying its IP address.

  • Click Add API client.
  • Authorize access to EV Observe by specifying the IP address of the EV Observe server or by specifying a range of IP addresses.
               GLPI - Create API client.png
     

Step 1.c: Create a Monitoring request source for GLPI tickets

1. Select Setup > Dropdowns > Request Sources in the menu.

2. Create a new request source.

  • Name it Monitoring.
  • Select Yes in the Request source visible for tickets field.
    The Monitoring request source will be assigned to all tickets from EV Observe.
     

Step 1.d (optional): Create a category

1. Select Setup > Dropdowns > Ticket Categories.

2.Create a new category.

  • Select Yes in the Category source visible for tickets field.
     

Step 2: In EV Observe, configuration of the ticketing integration

Step 2.a: Create a GLPI connector used by the integration

     Open url.png See the detailed procedure.

1. Specify the general information.

  • Type: Select the GLPI Web service connector.
  • URL: URL of your GLPI platform.
  • User / Password: Identifier and password of the integration dedicated user created in GLPI.

2. Specify the Specific information fied to insert the additional information required for the integration.

  • Follow the format below.
  • Replace the values highlighted in yellow with the values configured in GLPI.
    • The app_token parameter is mandatory.
    • The source parameter is mandatory. If the value is specified, it must exist in GLPI.
    • The category parameter is optional. If the value is specified, it must exist in GLPI.
       

{"app_token":"xxx", "category":"xxx", "source":"xxx"}

example  

{"app_token":"wsdkiqchmavuaz9XXXXXXXXXXXz9g", "category":"", "source": "Monitoring"}

Step 2.b: Associate the company with the GLPI entity using a CRM link.

     Open url.png See the detailed procedure.
 

Step 3: In EV Observe, create tickets according to GLPI integration operating mode.

     Open url.png See the detailed procedures:

Step 4: Track, resolve and close the ticket.

  • Ticket follow-up in GLPI and EV Observe
  • Corrective action to resolve alert
  • Close ticket in GLPI
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