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GLPI - Configure the ticketing integration

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Objectives of the integration

  • Creation and synchronization of tickets from the 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 authentication + API, resolved in 9.4.2)

Operation - mapping

The first column of the table defines the field of the ticket in GLPI.
The second column indicates the operating principle of the integration.
The third column indicates whether the field is mandatory or not from an integration perspective. Caution: It is necessary to check with the customer the GLPI fields which are obligatory to create a ticket: if obligatory fields are regarded as optional by the integration, this one will not be functional.

GLPI Rule Mandatory 
Entity A company / site GLPI is referenced in a entity GLPI.
The link between a GLPI entity and a ServiceNav company / site is indicated in ServiceNav in the record describing the site or company.
A link should be configured for each ServiceNav site (there is no inheritance).
Integration with the root entity is not possible.
yes
Type Value: Incident

Not displayed in the ServiceNav ticket creation form

na
Category Value set and defined in the integration configuration.
Optional field in the integration specific information.
Enter the full name : cat 1 > cat 2 > cat 3 (same display in GLPI)
Not displayed in the ServiceNav ticket creation form
Check that this value exists when testing the connection on the ServiceNav web interface and when creating a ticket.
not
Applicant The requester will be the user declared in the external connection in the user field.  yes
Observer Do not enter anything in this field if the GLPI integration allows it.  na
Attributed to Do not enter anything in this field if the GLPI integration allows it.  na
Source of the request Interest = determine the rate of tickets opened since the supervision.
Value:   Monitoring
Not displayed in the ServiceNav ticket creation form
Value set and defined in the integration configuration
GLPI prerequisite: define the value.
Check that this value exists when testing the connection on the ServiceNav web interface and when creating a ticket.
 yes
Associated elements The CI field is optional
Pre-fill the field with the 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 found record.
If no record is found, display the list of equipment of the entity with no pre-selection.
Can be changed when the ticket is created in ServiceNav.
 not
Title For a piece of equipment : Device XXX - IP address: YYY - status YYY
For a service : Service XXX on device YYY (IP address: YYY), status ZZZ
Display in the ServiceNav ticket creation form.
Can be changed when the ticket is created in ServiceNav.
 yes
Description For 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 the ticket is created in ServiceNav.
 yes
Opening date Interest: Calculation of the time period 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 the HARD status (confirmed)
  • cross-checks: date of appearance of the HARD status (confirmed)
 na
Status Value: New
Not displayed in the ServiceNav ticket creation form
 na

Setting

GLPI Web Server

It is possible that the authentication of the user GLPI is integrated (SSO): deported on a directory LDAP 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, it will thus be necessary to remain in an authentication of Basic type and to exclude the IP address of the SNP (carrying out the requests to the Rest API GLPI) of the integrated authentication.
Here is an example of a working Apache configuration, to be adapted:


AllowOverride All
Order allow,deny
Options Indexes
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 It is necessary to generate an API and a token it is necessary to activate the option " Activate the connection with the identifiers ".
You must also have a login and a password GLPI of a user of profile super-admin.

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

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

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

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C:617429b80c79d3a1f85f33bb99546ad5

Create a sub-entity under Root Entity

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To create a category, go to Configuration > Titles > Ticket categories. - Make available for tickets

C:f2a0a8ec5d768db5b2d368b07daaf9db  ==> Put YES

To create a source, go to Configuration > Titles > 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 No. Use the GLPI templates to make the requester mandatory in ticket entry.

ServiceNav

Define the integration (in Administration > Integrations > External Connections)

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

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

Specific information for this external connection

app_token : mandatory

source : required - if specified must exist in GLPI.

category : optional - if specified must exist in GLPI.

Example:

{ "app_token": "wsdkiqchmavuaz9XXXXXXXXXXXz9g ", "category": " ", "source": "Monitoring"}

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

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

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

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