Hi, how we can connect CMDBuild to OTRS (Help Desk), to reference incidents with CMDB assets.
Thank you.
Hi, the best solution is to use the CMDBuild SOAP webservice.
if opening a ticket in OTRS you want to see the list of assets assigned to you, you can make a request to CMDBuild using his webservice and then customize OTRS to open a popup that shows they.
If after registering a ticket you wish to report his information in CMDBuild, connecting it to the asset to and the person who opened it, eg for statistical analysis, you can always achieve this by using the CMDBuild webservice.
Consider, however, that CMDBuild also includes a workflow engine with which you can configure all the processes that you need, including the service desk processes designed in ITIL compliant mode (Incident Management, Request Fulfillment, Change Management, Problem Management).
In this way, CI and processes are integrated into a single environment, allowing much more complete analysis.
We configured service desk workflows for customers who manage about 100.000 users and more than 50,000 incidents per year ( http://www.cmdbuild.org/en/diffusione/newsletter/cmdbuild-newsletter-n.-37 , news "CMDBuild on field: University of Bologna").
CMDBuild Team
Previously Tecnoteca wrote:
Hi, the best solution is to use the CMDBuild SOAP webservice.
if opening a ticket in OTRS you want to see the list of assets assigned to you, you can make a request to CMDBuild using his webservice and then customize OTRS to open a popup that shows they.
If after registering a ticket you wish to report his information in CMDBuild, connecting it to the asset to and the person who opened it, eg for statistical analysis, you can always achieve this by using the CMDBuild webservice.
Consider, however, that CMDBuild also includes a workflow engine with which you can configure all the processes that you need, including the service desk processes designed in ITIL compliant mode (Incident Management, Request Fulfillment, Change Management, Problem Management).
In this way, CI and processes are integrated into a single environment, allowing much more complete analysis.
We configured service desk workflows for customers who manage about 100.000 users and more than 50,000 incidents per year ( http://www.cmdbuild.org/en/diffusione/newsletter/cmdbuild-newsletter-n.-37 , news "CMDBuild on field: University of Bologna").
CMDBuild Team
Thank you for your reply.
I'm reading the document WebserviceManual_ENG_V210.pdf to get an idea of how to make requests to the webservice. I see there are examples with Java and PHP.
Is it possible to do with perl webservice requests?
The need to use OTRS is because I have already defined workflows, the problem is that the CMDB is not worth me.
Thank You.
I’m sorry, we do not have a sample based on a Perl client.
If some other user has used the CMDBuild webservice with Perl, he might respond to you.
CMDBuild Team
Previously Tecnoteca wrote:
I'm sorry, we do not have a sample based on a Perl client.
If some other user has used the CMDBuild webservice with Perl, he might respond to you.
CMDBuild Team
Hi,
I want to use cmdbuild in my company. I m using OTRS for tickets. I want to connect it to cmdbuild from OTRS. But i could not understand how can do it. Is there any example to see it how can do it? On the OTRS side, there is web service settings and use these parameters for SOAP.
Endpoint:
<a href="http://otrs-dev.sabanciuniv.edu:8080/cmdbuild/services/soap/Webservices?wsdl=Webservices.wsdl">http://otrs-dev.sabanciuniv.edu:8080/cmdbuild/services/soap/Webservices?wsdl=Webservices.wsdl</a></p>
Namespace:
</strong>
http://soap.services.cmdbuild.org
Encoding: utf-8SOAPAction:
Yes
SOAPAction separator:/
Authentication:No
Use SSL Options:No
When i create ticket, there is link to get cmdbuild info :(
Please help me.
I m using cmdbuild 2.3.4 version
My OTRS version is 4.0.13