i-doit/((OTRS)) Community Edition Connector

Connecting the ((OTRS)) Community Edition ticketing system with the IT documentation software solution i-doit is a breeze thanks to the i-doit/((OTRS)) Community Edition Connector. This connector makes it possible to simplify many internal processes, such as transferring configuration items (assets/inventories) to ((OTRS)) Community Edition.

The connector, which is implemented as an i-doit module, draws upon information in your i-doit installation to ensure CIs (assets/inventories) and service data between the ((OTRS)) Community Edition and i-doit remain in sync. In this context, i-doit serves as the leading system. Administrators can continue to use i-doit’s extended CMDB functions such as visualising service trees, creating an inventory using JDisc or producing operating or emergency manuals. At the same time, the current CMDB is still fully available in the IT Service Management section of the ((OTRS)) Community Edition. This means linking with tickets, CIs, RFCs, change requests and much more are possible.

((OTRS)) Ticket System

Advantages of the i-doit/((OTRS)) Community Edition Connector

CMDB full functionality is available in ((OTRS)) Community Edition

No installation required on the ((OTRS)) Community Edition site

No update of the connector necessary for ((OTRS)) Community Edition updates

You’re free to choose what information to synchronise from i-doit into ((OTRS)) Community Edition

Multi-client capability

Synchronised CIs can be maintained as classes in ((OTRS)) Community Edition

The i-doit/((OTRS)) Community Edition Connector can be used with all OTRS versions:

Service description i-doit/((OTRS)) Community Edition Connector

Administrators particularly value i-doit’s intuitive nature and its ability to create visualisations of the CMDB. For example, contract term durations can be better managed and used to trigger notifications. And with JDisc, it’s even possible to integrate an automated inventory. The i-doit/((OTRS)) Community Edition Connector enables CMDB information from i-doit to be used as an IT service management component with ((OTRS)) Community Edition in an ITIL-compliant way.

A mapping function is used in configuring the Connector to define which information from i-doit is relevant for the service desk and in which classes/attributes it is stored in the OTRS CMDB. Only updated values are transferred into the system. This means that after the initial setup has been completed, only a very small amount of web traffic is created. Every update is documented in the ((OTRS)) Community Edition history in a secure, audit-proof manner.

The mapping from i-doit to a dedicated ((OTRS)) Community Edition class also means that multi-client capability is provided. Multiple i-doit instances can be connected to a central ((OTRS)) Community Edition installation.

The Service Agent in the ((OTRS)) Community Edition has read access to the CIs from i-doit making links, for example, to incidents, RFCs or change requests possible. Conversely linked tickets, change requests or FAQ entries are displayed in the CI view so that all processes related to a CI can be seen at a glance.

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

Should the information in ((OTRS)) Community Edition 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)) Community Edition that speaks to the i-doit API. The user can also configure how often synchronisation should take place.

Stephan Kraus
Director IT Service Management

You want to test the i-doit / ((OTRS)) Community Edition Connector?

Our webinar series "The Next Step: Integrated IT Service Management Processes"

These videos are aimed both at users who are just implementing ITSM as well as advanced users who want to further optimise their existing IT service management system.

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Efficient incident management with
i-doit/((OTRS)) Community Edition Connector

In our first video we show how you can automatically populate the ((OTRS)) Community Edition ticketing system with the relevant information required by the service desk using the i-doit/((OTRS)) Community Edition Connector.

Practical Application of the i-doit/((OTRS)) Community Edition Connector at Stadtwerke Giessen

Working with a specific example, our second video demonstrates the use of the connector in a practical, real-world setting. You can see how system administrator René Paul from Stadtwerke Giessen combines the ((OTRS)) Community Edition ticketing system with the i-doit IT documentation software to create an integrated solution..

  • Description of a standard workflow (setting up a new employee)
  • Processing of an incident in the service desk
    o Entry via the intranet
    o Input via the openITCOCKPIT monitoring tool
  • Connector process integration
  • Benefits derived through the use of connectors at Giessen
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i-doit/((OTRS)) Community Edition – Implementing help desk workflows with the CMDB and ticketing system

In our third video we demonstrate:

  • Using synchronised data from i-doit in ((OTRS)) Community Edition processes
  • Supply management using the CMDB status
  • Automated and telephone-based incident management
Stephan Kraus
Director IT Service Management

You want to test the i-doit / ((OTRS)) Community Edition Connector?

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