Welcome to OTRSC documentation¶
OTRSC (OTRS Connector) serves as an interface between i-doit and OTRS. I-doit is the leading system and synchronizes the config items according to OTRS. The OTRS CMDB is then filled.
This documentation is organized into a couple of sections:
About us¶
We love technology!!!
Since we went into business in 1988, becon has evolved from one of the first IT service providers to a developer of comprehensive solutions and services in the information and telecommunication technology industry.
Our mission is to implement and optimize data center solutions. We focus on automating processes using both open and proprietary software. We are a full-service partner delivering the entire spectrum of value-added services from consulting, strategy, installation, training, rollout, development, and support to operational assistance for middle and large-sized organizations.
becon is a private company with locations in Munich, Berlin and Fulda. Thanks to our Germany-wide coverage we are able to provide our customers with on-location service within just a few hours - for cases in which security concerns make remote support inadvisable or impossible. Privacy and data security are essential factors in achieving a reliable IT operation. The strict requirements in this area have led to a significant increase in awareness for security issues as well as to the development of sophisticated protection and emergency strategies.
OTRSC is an OTRS package which is licensed under the becon license.
Architecture¶
OTRSC (OTRS Connector) serves as an interface between i-doit and OTRS. i-doit acts as the ‚master system‘, synchronizing the config items in accordance with OTRS and filling the OTRS CMDB.
From the perspective of i-doit, the ticket link is queried via a live interface and displayed within a config item.
System requirements¶
i-doit¶
- at least i-doit version 1.9
- PHP Curl
OTRS¶
- at least OTRS Version 5
- ITSMConfigurationManagement
- ITSMServiceLevelManagement
- Net::SSL ab Version 0.12
- Schedule::Cron ab Version 1.01
- LWP::UserAgent ab Version 6.36
Dataflow OTRS¶
In the standard version the following categories can be imported:
- General
- Service assignment
- Contact assignment
- Location assignment
Additional categories can also be synchronized. Please speak with our sales department. (info@becon.de)
The following synchronization methods are supported:
- Create
- Delete
- Update
Sync can be triggered automatically or manually. The relevant setting can be found in SysConfig.
Dataflow i-doit¶
The ticket data which are queried via the live interface are:
- Ticket number
- Subject
- Queue
- Status
- Priority
- Creation date
OTRS¶
Sign on to the OTRS environment as Admin. Proceed to the tab:
Admin->Paket-Verwaltung
Upload the provided package here. ( I-doitConnector-XXX.opm ).
Bemerkung
Achten sie darauf, dass vorher das ITSMConfigurationManagement und ITSMServiceManagement Paket von OTRS installiert ist. Dieses Paket beinhaltet u.a die benötigte CMDB von OTRS.
The tab „SysConfig“ provides a number of settings with which you can, for example, define the synchronization interval.
The tab „SysConfig“ provides a number of settings with which you can, for example, define the synchronization interval.
Brief overview of the settings:
- I-doitSyncInterval
- DeleteCMDB
- IncidentStateMap
- IncidentStateDefault
- DeploymentState2Functionality
- DeploymentStateDefault
- ObjectTypeCategoryConfig
- ContactAssignment::Max
- ContactAssignment::Role
- DefaultCompanyName
Now click on the connector to see additional options.
Here you will find five tabs. Click on the first one ‚Connector‘ to enter the i-doit connector. For this to work you will have to have entered the i-doit URL and the APIKey. If everything is green then the connector is set up correctly.
Then click on the tab ‚Object Type Configuration‘ to define your CMDB structure, which you might want to synchronize by OTRS. (eg. only clients and servers)
In the next step, choose the categories you want to synchronize.
Now save the configuration.
The CMDB structure will now be installed in the background after which the first synchronization will take place.
i-doit¶
Now go to the module management in i-doit. Upload the provided package idoit_otrsc.zip.
Next, sign on to i-doit. You will find a new entry (OTRSC) in the tab ‚Extras‘.
First you will need to enter the OTRS host. An OTRS user must also be provided for authentication. We recommend that an OTRS user is created who is only authorized access to CMDB queries.
The name of the OTRS connector is „Tenant“.
You can now see the assigned tickets via a Config item.
Additionally, the ticket may be viewed via the back link in OTRS.
FAQ¶
Synchronization won’t start! What do I do?
Check whether the LWP::UserAgent Library is Version 6.36. The library is managed within OTRS in the Kernel/cpan-lib.
The connection test in i-doit hangs up at „Start test“. How do I fix this problem?
Please unblock/allow access to the file „sync.php“ in „.htaccess“. Use the entry under „jsonrpc.php“ for orientation. You will find this file in the root folder of the i-doit application.