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i-doit / OTRS Connector

Good service and incident management requires that information is available as quickly as possible. So in the event of an incident, it is important to know which configuration item (CI) is affected. In the i-doit configuration management database (CMDB), CIs are captured and maintained. By using the it-novum i-doit/OTRS connector, it is possible to automatically provide the service desk with the relevant information they need to tackle any problems or issues.

 

The i-doit / OTRS connector supports all OTRS versions:

  • OTRS Business Solution™
  • OTRS Business Solution™ Managed
  • OTRS Free

Sysadmins appreciate in particular i-doit’s intuitive operation and the possibility of visualizing the CMDB. Contract running times can be maintained and trigger notifications. A simple maintenance of emergency handbooks is possible in i-doit. With JDisc even an automated inventory can be integrated. The i-doit/ OTRS connector allows the use of CMDB information from i-doit as a component in ITIL-compliant IT service management with OTRS.
 
A mapping is used to determine within the connector’s configuration which information from i-doit is relevant for the service desk and in which classes/ attributes they should be stored in the CMDB of OTRS. Only updated values are transferred. This results in a very low web traffic after the initial set-up. Each update is documented in the history of OTRS.
 
The mapping from i-doit items to specific classes in the OTRS CMDB provides multitenancy capabilities. Multiple instances of i-doit may be connected to one centralized OTRS.
 
The service agent in OTRS has read-only access to CIs synchronized from i-doit. The agent can search, browse and link CIs to incidents, RfCs or changes. In the CI view, inversely linked tickets, changes or FAQ entries are displayed: at a glance all processes to a CI can thus be viewed.

To further process or resolve a ticket, the helpdesk staff can refer to the CI information in OTRS.

Should the information in OTRS prove to be insufficient, with just a click a member of the helpdesk team can access the CI's details in i-doit (orange link in screenshot above).

An easy-to-use wizard is also available to help with configuring the interface. This wizard walks the user through each step of the information gathering process and when completed, even starts the synchronisation of the chosen objects.

The actual communication takes place via a web service in OTRS that speaks the i-doit API. The user can also configure how often synchronisation should take place.