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GLPI - Configuring ticketing integration

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Objectives of integration

  • Creation and synchronization of tickets from supervision

Validated versions

  • GLPI version 9.1
  • GLPI version 9.1.1
  • GLPI version 9.1.2
  • GLPI version 9.1.6
  • GLPI version 9.3 (without CAS authentication, GLPI BUG on CAS + API authentication, resolved in 9.4.2)

Operation - mapping

The first column of the table defines the field of the ticket in GLPI.
The second column shows the operating principle of integration.
The third column indicates whether the field is mandatory or not from an integration point of view. Careful, now: It is necessary to check with the customer the GLPI fields that are mandatory to create a ticket: if mandatory fields are considered optional by the integration, it will not be functional.

GLPIRuleMandatory 
EntityA company / GLPI site is referenced in a entity GLPI.
The link between a GLPI entity and a company / ServiceNav site is indicated in ServiceNav in the file describing the site or company.
A link will need to be configured for each ServiceNav site (there is no inheritance).
Integration with the Root entity is not possible.
yes
TypeValue : Incident

Not displayed in the ServiceNav ticket creation form

na
CategoryValue set and defined in the integration configuration.
Optional field in the integration specific information.
Enter full name: cat 1 > cat 2 > cat 3 (same display in GLPI)
Not displayed in the ServiceNav ticket creation form
Verify that this value exists when testing the connection on the ServiceNav web interface and when creating a ticket.
no
ApplicantThe requester will be the user declared in the external connection in the user field. yes
ObserverDo not enter anything in this field if the GLPI integration allows it. na
Attributed toDo not enter anything in this field if the GLPI integration allows it. na
Source of requestInterest = determine the rate of tickets opened since supervision.
Value :   Monitoring
Not displayed in the ServiceNav ticket creation form
Value set and defined in the integration configuration
Prerequisite GLPI: define the value.
Verify that this value exists when testing the connection on the ServiceNav web interface and when creating a ticket.
 yes
Associated elementsThe CI field is optional
Pre-fill the field with equipment in ServiceNav
The key is the name of the equipment which is the same in ServiceNav and GLPI.
If the record is found display the list of equipment on the site with this field initialized with the record found.
If no record is found display the equipment list of the entity with no preselection.
Can be changed when creating the ticket in ServiceNav.
 no
TitleFor a piece of equipment: Equipment XXX - IP address: YYY - status YYY
For a service: XXX service on YYY equipment (IP address: YYY), status ZZZ
Display in the ServiceNav ticket creation form.
Can be changed when creating the ticket in ServiceNav.
 yes
DescriptionFor a piece of equipment: Detail / description of the alert raised by ServiceNav
For a service: Detail / description of the alert raised by ServiceNav
Display in the ServiceNav ticket creation form.
Can be changed when creating the ticket in ServiceNav.
 yes
Opening dateInterest: calculation of the time limit for taking the incident into account.
This field will not be displayed in the ServiceNav Ticket creation form.
The ticket will be created by initializing this value according to the control configuration:

  • no cross-check: date of occurrence of HARD (confirmed) status
  • cross-checks: date of appearance of the HARD (confirmed) status
 na
StatusValue : New
Not displayed in the ServiceNav ticket creation form
 na

Parameterization

GLPI Web Server

It is possible that the authentication of the GLPI user is integrated (SSO): deported on an LDAP directory and automatic.
This configuration is done at the web server level.
Under Apache this is possible by including an authentication module and the NTLMAuthHelper clause in the Apache configuration file.
The Rest API does not support this authentication, so it will be necessary to stay in a Basic authentication and exclude the IP address of the SNP (making requests to the Rest API GLPI) from the built-in authentication.
Here is an example of a working Apache configuration, to be adapted :


AllowOverride All
Order allow,deny
Index Options
Allow from all
NTLMAuth on
NTLMBasicAuth on
NTLMBasicRealm xxxxx
AuthType NTLM
AuthName 'xxxxx'.
NTLMAuthHelper " /usr/bin/ntlm_auth -helper-protocol=squid-2.5-ntlmssp "
NTLMBasicAuthoritative off
require valid-user
Require local
require ip x.y.z.t

GLPI

In the menu GLPI, Configuration > general > API An API and a token must be generated and the option "Activate the connection with identifiers" must be activated.
You also need to have a GLPI login and password of a super-admin profile user.

Warning from 9.3: Set supervisor by default (in addition to super-admin)

The supervisor profile must also have visibility on categories and sources (see GIF to activate them). On the profile put the paging at maximum especially if there are many categories and/or sources (see end of GIF).

C:15f5784dd98f818b879a90299f7832e1

 

Allow access from the IP address of the ServiceNav Platform (SNP) server.

C:be2be78c2f4d4f72cbc3d2bf84663e36

C:617429b80c79d3a1f85f33bb99546ad5

Create a sub-entity under Root Entity

C:6e7d3df4b5642fddabdc88cf8f4b3b75

C:24ea1c46f12a2f38f9fd87adf7ca2830

To create a category, go to Configuration > Headings > Ticket Categories - Make available for tickets

C:f2a0a8ec5d768db5b2d368b07daaf9db  ==> Put YES

To create a source, go to Configuration > Headings > Request Sources - Make Available for Tickets

For the integration to be functional, go to Configuration > General > Behaviors and configure the Requester field is mandatory with the value NoUse the GLPI templates to make it mandatory for the applicant to enter a ticket.

 

ServiceNav

Define Integration (In Administration > Integrations > External Connections)

  • Connector: WebService GLPI
  • Version: 9.1
  • Module: Ticketing, Inventory

C:adfc2b0ae2d91e497f37cf87f98d3ee1

Note: During the test there is an error message (host not found) => it is a known error that does not prevent the integration from working properly.

Specific information for this external connection

app_token obligatory

source mandatory - if specified must exist in GLPI.

category optional - if specified must exist in GLPI.

For example:

{" app_token ": "wsdkiqchmavuaz9XXXXXXXXXXXXXXXXXz9g ", "category ": " " ", "source ": "Monitoring"}

 

  • Remember to link the company with GLPI in the Organization menu.

C:c6a70d42c15980803cfcf3f23b80e7e

 

  • Check on the SNP platform in the file /usr/local/pasi/www/web/legacy/pasi.conf.php : $conf_pasi["integration_crm"] = 1;

Limitations - known errors

The GLPI Web Service reports an error when at least one ticket to be synchronized in a list no longer exists in GLPI (permanently deleted in the trash). For performance reasons, only one call to WS GLPI is made with the list of tickets. In this case, the ServiceNav integration will not update the list of tickets. Therefore, no ticket open from the supervision should be permanently deleted. A request for evolution is open at GLPI.

http://forum.glpi-project.org/viewtopic.php?pid=331999#p331999 

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