This ticketing integration is used to create and synchronize tickets in both EV Service Manager and EV Observe when a monitoring alert is acknowledged for a service or host in EV Observe.

To set up this integration, you must first define the cross-reference mapping between EV Observe information and Service Manager information.

      See Ticketing integration - Overview

Integration use case  -  See the detailed description

• An incident can be created in Service Manager. Alerts can also be associated with an existing incident.
• You can define a link between a host and a configuration item (CI) in Service Manager to display change requests and problems related to the CI in the host's history of statuses.
• You can view information on the incident or CI in the EV Observe service or host. You can use a link to open the Incident form or CI form directly in Service Manager.

Notes

• Integration is performed using the Service Manager REST API. Information will be sent in a JSON schema.

• The relationship between EV Observe and Service Manager is established using an auto connection link.
  • Link between an EV Observe ticket for a host/service and an incident, problem or change request in Service Manager.
  • Link between an EV Observe host and a configuration item (CI) in Service Manager.

• The priority of the incident is calculated in Service Manager using the impact level and the urgency level.
  • A priority matrix is used to determine the priority level dynamically based on the type of component (host/service), its priority and its current status in EV Observe.
  • If the priority matrix is undefined or incomplete, the default values for the impact level, urgency level and critical level in Service Manager will be applied.

• Service Manager offers functionalities for accessing EV Observe information.  See the description

Mapping between EV Observe and Service Manager

Service Manager auto connection links

• The relationship between EV Observe and Service Manager is established using an auto connection link.

• Each auto connection link is built by specifying the form to be opened in Service Manager, the field used as the search criterion and the search value for this field.

• It takes the form of a URL followed by parameters introduced by field variables.

  https://{your_server}/autoconnect_mail.php?/field1={your_account_crypted}&field2=login&field3=password&field4={form_id}&field5=ViewDialog&field6={searched_value}&field7={search_field}

  • {your_server}: URL of the server.
  • field1 = {your_account_crypted}: Encrypted Service Manager account used (40000, 50004, 50005).
  • field4 = {form_id}: ID of the form searched for.
  • field6 = {searched_value}: Search value.
  • field7 = {search_field}: Name of the search field.

• The table below indicates the different parameters used by EV Observe for accessing Service Manager objects.

Priority matrix

• The priority matrix, if defined, is used to determine the impact and urgency of an incident dynamically based on the type of component (host/service), its priority and its current status in EV Observe. It is determined using the information below.

• The matrix is sent to the Service Manager REST API in a JSON schema.

Click to see the complete JSON schema

Procedure: How to configure the Service Manager ticketing system

Configuration in Service Manager

Step 1: Create a REST API profile

1. Select Administration > Access Management > User Profiles in the menu.

2. Create a new user profile.  See the procedure

3. Select the REST API box to authorize the use of the Service Manager REST API.

4. Click  next to the REST API field to grant access rights to Service Manager REST API methods.

• Select only the routes below to configure the Service Manager ticketing system. Unselect the other routes.
  • GET: Read-only access
  • PUT: Write access
     

Step 2: Create a dedicated user authorized to run REST requests

1. Go to the Employee Directory by selecting References > Directory > Employees in the menu.

2. Create a new user and assign the REST API user profile you just created.

Configuration in EV Observe

Step 1: Create a Service Manager connector

1. Go to the Web app.

2. Create a Service Manager connector.

• Select Administration > External connections > External connections in the menu.
• Click + Add.
  
   

Step 2: Specify the information on the connector

1. Specify the information below.

• Type: Select the EasyVista Webservice connector.
• Module: Select the Ticketing value.
• User / Password: Specify the credentials of the user authorized to use the Service Manager REST API (see the configuration in Service Manager in step 2).
• URL: URL for accessing Service Manager.
• Port: Port for accessing the Web server.
  • You must have already enabled the port (443/80 or another).

• Specific information: Specify the field in a JSON schema using the parameters below. JSON is the exchange format of the Service Manager REST API.
  • account: Service Manager account used.
  • ci_form: ID of the Configuration Item (CI) form in Service Manager.  See Auto connection link
  • p_form: ID of the Problem form in Service Manager.  See Auto connection link
  • inc_form: ID of the Incident form in Service Manager.  See Auto connection link
  • r_form: ID of the Change Request form in Service Manager.  See Auto connection link
  • account_id: Encrypted ID of the Service Manager account used.
  • severity_id: ID of the severity value in Service Manager assigned by default to new incidents.
  • createticket: Information specific to ticket creation in Service Manager.
    • instruction: Used to indicate whether the contents of the instruction specified in the EV Observe object should be added to the description of the incident ("true") or not ("false").
    • submit_date: Used to indicate whether the ticket date is equal to the alert date in EV Observe ("ack") or to the actual creation date of the incident (unspecified value).
    • catalog_code: Category in the EV Observe catalog assigned by default to new incidents.
    • priority: ID of the priority level in Service Manager assigned by default to new incidents, or the priority matrix if it is defined.
    • impact_id: ID of the impact level in Service Manager assigned by default to new incidents, or the priority matrix if it is defined.
    • urgency_id: ID of the urgency level in Service Manager assigned by default to new incidents, or the priority matrix if it is defined.
    • origin: ID of the origin in Service Manager assigned by default to new incidents.

Click to see an example with the priority matrix

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

3. Click Apply.
 

Step 2: Associate the company with the Service Manager entity

1. Select Organization > Sites in the menu.

2. Select the company and click Update.

3. Specify the CRM link field.

Use case

Synchronize Service Manager incidents with monitoring alerts

Step 1: Create a new incident or create a link with an existing incident

When a monitoring alert is acknowledged in EV Observe for a service or host, three options will be available.

      See the detailed procedure How to create a ticket in Service Manager from a monitoring alert

1. You want to create a ticket in Service Manager using information from the alert.

• Click Create a ticket and acknowledge.
• Specify the ticket using the form loaded by default with information from the alert.
• Click Apply.

2. You want to associate information from the alert with an existing ticket in Service Manager.

• Click Link to an existing ticket and acknowledge.
• Select the relevant ticket.
• Click Apply.

3. You want to acknowledge the alert in EV Observe, without any action in Service Manager.

• Click Acknowledge.
   

Step 2: Access an incident directly from monitoring

Once you have created the ticket in Service Manager, you can access its form directly from EV Observe.

1. Go to the EV Observe dashboard displaying the list of hosts/services or select the Operations tab in the Details form of the host/service associated with the incident.

2. Click  to open the relevant Incident form in Service Manager.

The ticket will open in Service Manager.
      

Link between a host and a Service Manager configuration item (CI)

Step 1: Associate a host with a Service Manager configuration item (CI)

1. Associate each host with the ID of the corresponding Service Manager CI.

2. Open the Configuration form of the host.

3. Click  to display the ID of the CI.

Note: 

• The ID of the CI is accessible in read-only mode.
• The corresponding field in the database is ITSM ID and is displayed in the Service Manager ID field in the interface.
   

Step 2: Access a configuration item (CI) directly from monitoring

Once you have created the link between the host and the Service Manager CI, you can access its form directly from EV Observe.

1. Open the Details form of the host associated with the CI.

2. Click  to open the corresponding CI form in Service Manager.

The CI form will open in Service Manager.
   
 

Step 3: Display change requests and problems related to the CI in the host's history of statuses

1. Open the Details form of the host associated with the CI.

2. Select the History tab.

The timeline will display all events related to the CI over a given period, i.e. incidents, change requests, problems.
   

3. Place your cursor over an icon associated with an event.

The details will appear in a tooltip.

4. Click the event reference to open the corresponding form in Service Manager.

Service Manager functionalities for accessing EV Observe

Service Manager offers functionalities for accessing EV Observe information.

Deep links

Deep links are used to access EV Observe directly using a specific icon displayed next to certain form fields.

This means that you can open an EV Observe Host form from an Incident form.

Implementation principle
1. Configure a direct link in EV Observe.

2. Configure the deep link in Service Manager.

Contextual apps

You can run contextual apps found in the right sidebar in forms. Information specific to the current record will appear in a slide-out window.

This means that you can display an EV Observe Dataviz monitoring dashboard from an Incident form.