GLPI – Configuring Ticketing Integration

Integration features

  • Creation and synchronisation of tickets with Monitoring

Supported 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, BUG GLPI on CAS + API authentication, resolved in 9.4.2)

Field mapping

The first column of the table defines the ticket field in GLPI.
The second column details the operation of the integration.
The third column indicates whether the field is mandatory or not from the point of view of integration. Attention: You must check with the client the GLPI fields that are required to create a ticket: if mandatory fields are considered optional by the integration, it will not  function correctly.

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

Not displayed in the ServiceNav ticket creation form

n/a
Category Value set and defined in the integration configuration.
Optional field in the specific information of the integration.
Enter the full name: cat 1> cat 2> cat 3 (same as 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
Requester The requester will be the user declared in the external connection in the user field.  yes
Observer Do not enter this field if the GLPI integration allows.  n/a
Assigned to Do not enter this field if the GLPI integration allows.  n/a
Request source Interest = determine the rate of open tickets since the supervision.
Value: Monitoring
Not displayed in the ServiceNav ticket creation form
Value set and defined in the integration configuration
GLPI Prerequisites: Set the value.
Verify that this value exists when testing the connection on the ServiceNav Web interface and when creating a ticket.
 yes
Associated element The CI field is optional
Populate the field with the host in ServiceNav
The key is the name of the host; this is the same in ServiceNav and GLPI.
If the record is found, display the list of hosts of the site with this field initialized with the record found.
If no record is found display the list of hosts of the entity with no pre-selection.
Can be modified when the ticket is created in ServiceNav.
 no
Title For equipment: Host XXX – IP address: YYY – YYY status
For a service: XXX service on YYY host (IP address: YYY), ZZZ status
Display in the creation form of the ServiceNav ticket.
Can be modified when the ticket is created in ServiceNav.
 yes
Description For host: Detail / description of the alert sent by ServiceNav
For a service: Detail / description of the alert sent by ServiceNav
Display in the creation form of the ServiceNav ticket.
Can be modified when the ticket is created in ServiceNav.
 yes
Creation date Reason: calculation of the time taken to first acknowledge the incident.
This field will not be displayed in the ServiceNav ticket creation form.
The ticket will be created by setting this value according to the configuration of the check:

  • no cross-check: date of appearance of HARD status (confirmed)
  • cross-checks: date of appearance of HARD status (confirmed)
 n/a
Status Value : New
Not displayed in the ServiceNav ticket creation form
 n/a

 

Settings

GLPI Web Server

It is possible that the authentication of the user GLPI is integrated (SSO): automatic via an LDAP directory
This configuration is performed on the Web server.
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 remain ina Basic type authentication and exclude the IP address of the SNP (making requests to the Rest API GLPI) integrated authentication.
Here is an example of a functional Apache configuration, to adapt:

<Directory / var / www / html / glpi>
AllowOverride All
Order allow, deny
Index Options
Allow from all
NTLMAuth on
NTLMBasicAuth on
NTLMBasicRealm xxxxx
NTLM AuthType
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
</ Directory>

 

GLPI

In the GLPI menu: Configuration> General> API It is necessary to generate an API token and to activate the option “Activate the connection with the identifiers”
You must also have a GLPI login and password of a super-admin profile user.

Warning from 9.3: Put ‘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 pagination to the maximum especially if there are many categories and / or sources (cf end of the 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> Labels> Ticket Categories. – allow for tickets

C:\f2a0a8ec5d768db5b2d368b07daaf9db

==> Set YES

To create a source, go to Configuration> Labels> Request Sources. – Make available for tickets

For the integration to be functional, go to Configuration> General> Behaviors and configure the mandatory Applicant field with the value ‘No’

Use GLPI templates to make the applicant mandatory for ticket entry.

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 which does not impact the correct functioning of the integration.

Specific information for this external connection

app_token: required

source: required – if specified must exist in GLPI.

category: optional – if specified must exist in GLPI.

Example:

{ “App_token”: “wsdkiqchmavuaz9XXXXXXXXXXXz9g”, “category”: “”, “source”: “Monitoring”}

Think about linking the company with GLPI in the Organization menu

C:\0c6a70d42c15980803cfcf3f23b80e7e

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

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

UK ServiceNav Product Development Manager; my priority is to be needful of the particular requirements of all ‘English-speaking’ markets where ServiceNav is sold. I have over 20 years experience of the IT monitoring field - covering a wide variety of products and technologies.