Ticketing Connector To OTRS Annual Subscription

Details

This connector joins an existing GroundWork Monitor Enterprise deployment to the OTRS v3 ticketing system to provide an easy-to-use and intuitive experience for helpdesk personnel.

Benefits

Integrating monitoring and ticketing provides the following benefits:

• Improves response times by ensuring tickets contain relevant information about the failure event.
• Eliminates transcription errors and omissions caused by manual ticket creation.
• Ensures tickets are created with a consistent format.
• Consistency between the monitoring and ticketing systems is continuously maintained.

Features

• Click-to-create trouble tickets based on monitoring events in the GroundWork Monitor event console.
• Created tickets are populated automatically with key information from the monitoring system.
• Tickets include direct links back to the monitoring system to aid deeper troubleshooting.
• Automatic annotation of monitoring events with the corresponding ticket number.
• Links each server in the monitoring system to a list of tickets associated with that item.
• Automatic update of event status when the corresponding ticket is resolved.

Requirements

• GroundWork Monitor Enterprise Flex subscription.
• OTRS version 3.0 or higher.