i-doit/otrs connector - it-novum · the i-doit / otrs connector from it-novum ensures end-to-end...

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i-doit/OTRS ConnectorEnd-to-end processes for IT service management

it-novum GmbH GermanyHeadquarters Fulda: Edelzeller Straße 44 · 36043 FuldaPhone: +49 (0) 661 103 333Branches in Düsseldorf & Dortmund

it-novum GmbH SwitzerlandHotelstrasse 1 · 8058 ZurichPhone: +41 (0) 44 567 62 07

it-novum branch AustriaAusstellungsstraße 50 / Zugang C · 1020 ViennaPhone: +43 1 205 774 1041

The i-doit / OTRS Connector from it-novum ensures end-to-end processes for IT Service Management. Information

taken from your IT documentation can be directly viewed in your ticketing system, simplifying the problem solving

process. Support staff thus have the ability to attach an object from the CMDB directly to tickets so that important

information such as contact details, operating system and system address can be included. This eliminates the

need to work via an external CMDB, because the information is already linked to the ticket and additional data or

information can be called up with a simple mouse click. Conversely, users can also access all tickets, requests for

comments (RFCs), work orders or FAQ entries associated with this asset by clicking on the CI in a given view.

By having i-doit as your leading CMDB system, it is easy to maintain all your assets, because the generic interface

gives you the ability to synchronise important CIs in i-doit in OTRS. To do this, the OTRS agents use the internal

OTRS CMDB. Working in a single interface, they can carry out searches for CIs in i-doit via the CMDB and link these

with incidents, work orders or RFC‘s.

Linking your CMDB and ticketing system

OTRS

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i-doit - The leading documentation and CMDB solutioni-doit PRO provides administrators with a comprehensive tool for managing the technical documentation for

their entire IT infrastructure. Graphical representations of dependencies, visualisations via the CMDB Explorer,

contract management (including notifications of any due dates or maturities), creating emergency manuals and

inventorying via JDisc are all possible using i-doit or corresponding modules.

OTRS – The leading help desk and ticketing systemOTRS is the world‘s leading IT service management platform. The core functionality includes an ITIL compliant

helpdesk, which can be expanded, as needed, through the use of additional modules for service level manage-

ment, change management or configuration management. The latter also includes a CMDB, but offers only basic

functionality and in terms of operating and visualisation capabilities, cannot compete with i-doit PRO. Never-

theless, the OTRS CMDB is distinguished by its comprehensive integration into service management systems. CI

information can be exactly linked or displayed right where it is needed: in tickets for incident or problem ma-

nagement, work orders, RFCs, in approval or procurement processes or in the Knowledge Base.

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Compatible with all versions of OTRSThe i-doit/OTRS connector supports all OTRS versions from OTRS 4 forwards. Because no OTRS code has to be

installed or modified, the connector is an ideal solution for cloud-based OTRS solutions and commercial variants

such as the fee-based OTRS Business Solution™. Even when migrated to a more recent version of OTRS, the con-

nector will continue to work, because it only calls on standard API functions.

Easy to install and set upTo use the connector, you only need to install the free ITSM Configuration Management module and make sure

the web service has been properly configured and is reachable. The i-doit/OTRS connector is installed as a mo-

dule in i-doit and appears under „Tools“ in the menu bar. It is possible to specify which object types, categories

and attributes are transmitted from i-doit to OTRS and to which object types and attributes they should then be

mapped. Only those objects that have actually changed are transferred. And the frequency of transmission can

be set using almost any time interval (minutes, hours or days). Synchronisation can even be started manually.

Multi-client capabilityMultiple i-doit instances can be connected to a central OTRS installation. Then, either dedicated classes can be

created for each instance in the OTRS CMDB or the CIs from several i-doit instances can be maintained as consoli-

dated classes in the OTRS CMDB. In addition to the classes synchronised from i-doit, it is also possible to cultiva-

te further classes in the OTRS CMDB that are not modified by the connector.

Using the connector, many internal processes, such as the

transfer of configuration items (assets and inventories) to

OTRS, can be easily simplified.

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Requirements и OTRS Version 4 or greater (with the ITSM Configuration Management Module installed)

и i-doit PRO Version 1.7 or greater.

Advantages и Full CMDB functionality available in OTRS

и No installation in OTRS required

и No updates for OTRS Update connector required

и Freedom of choice in the information to be synchronised by i-doit

и Multi-client capability

и Synchronised CIs can be maintained as classes in OTRS

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

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

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Why you should talk to it-novum...it-novum is the leading IT consulting company for business open source in the German speaking market. Founded in

2001, it-novum is a subsidiary of the listed KAP AG.

Monitoring, IT documentation, ticket systems - when it comes down to IT service management as integrated service,

we have the right solutions at hand: with the ITSM Suite from it-novum, organizations can seamlessly integrate open

source software tools like i-doit (documentation), OTRS (ticket system), JDisc (discovery) and our in-house develop-

ment openITCOCKPIT (monitoring). This way, users across all departments can benefit from integrated IT services.

Outstanding support, consulting and successful project implementationDon‘t worry. Our individual support models help you to solve all kinds of problems. Our team supports you with

operating your ITSM solution with guaranteed Service Level Agreements. With many years of experience in the field

of ITSM, we provide you with the best consulting your project needs - from planning and conception to implementa-

tion.

Our entire ITSM team is ITIL certified!

Monitoring solution for holdings and medium-sized businesses

Christoph Weß | Senior Account Manager

[email protected]

+49 661 103 763

Stephan Köpfli | Country Manager

[email protected]

+41 44 567 62 07

For Germany:

For Switzerland:

Johannes Michael Weiß | Country Manager

[email protected]

+43 1 205 774 1041

For Austria:

Stephan Kraus | Director ITSM and openITCOCKPIT

[email protected]

+49 661 103 990

Our monitoring software openITCOCKPIT provides

services transparency by monitoring your entire IT

landscape. openITCOCKPIT offers features such as high

scalability, SAP monitoring, cluster capability and an

intuitive web interface with a modular structure.

it-novum GmbH GermanyHeadquarters Fulda: Edelzeller Straße 44 · 36043 FuldaPhone: +49 661 103 333Branches in Düsseldorf & Dortmund

it-novum GmbH SwitzerlandHotelstrasse 1 · 8058 ZurichPhone: +41 44 567 62 07


it-novum About us it-novum Contact

it-novum.com

Bridging ITSM - Bridging the gap between service

management tools

OTRS

it-novum GmbH GermanyHeadquarters Fulda: Edelzeller Straße 44 · 36043 FuldaPhone: +49 661 103 333Branches in Düsseldorf & Dortmund

it-novum GmbH SwitzerlandHotelstrasse 1 · 8058 ZurichPhone: +41 44 567 62 07


i-doit/otrs connector - it-novum · the i-doit / otrs connector from it-novum ensures end-to-end...

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