Service Desk#
Via the service desk integration, you link tickets from your ticket system directly with objects in i-doit. This way, you immediately access the relevant IT documentation during support requests -- model, location, IP address, and more are available directly in the ticket.
Supported Applications#
i-doit provides interfaces to the following service desk applications in the standard installation:
... and iTop.
Details on installing the respective extensions and modules can be found in the linked articles. The following section covers the configuration and features on the i-doit side.
Configuration#
Configure the connection under Administration → Import and Interfaces → Trouble Ticket System (TTS).
| Option | Description |
|---|---|
| TTS Type | Which application is it? |
| Active | Should the interface be active? |
| Username | i-doit must log in with a user to the application to retrieve data. For security reasons, a dedicated user should be used. |
| Password | The password matching the user |
| URL incl. protocol | The link to the web GUI of the application, for example https://rt.example.org/rt |
| TLS certificate | If the application uses a self-signed TLS certificate, it can be uploaded here. |
Reading Tickets#
When you link a ticket in the service desk application with an i-doit object, this link becomes visible in i-doit. Prerequisite: The Active option is set to Yes. You can access the All Tickets category via the speech bubble icon 
.
The category lists all linked tickets with detailed information. Clicking on a ticket opens it in the web GUI of the service desk application.
Creating a New Ticket#
In the upper area of the All Tickets category, you create a new ticket. Click on Create Ticket -- the web form of the application opens and automatically links the current object.
For Request Tracker (RT), you additionally select the queue. You configure the default queues under Administration → Import and Interfaces → Trouble Ticket System (TTS) → Request Tracker queues (comma-separated).