OTRS developed Generic Interface to External Programs
by admin ·
For the upcoming version 3.1 of the trouble ticket system OTRS OTRS AG developed a generic interface that enables data exchange with external programs.
OTRS AG is the largest manufacturer and provider of OTRS . The freely available since 2001, trouble ticket system was developed by Martin Edenhofer launched and developed over time into one of the most popular trouble-ticket systems. It is freely available under the AGPLv3. Support is available from the OTRS AG and other vendors.
OTRS AG currently operates by its own account in a generic interface that will allow the connection of connectors of various third-party applications. Presented the general with the Generic Interface Framework is expected by the end of OTRS 3.1. A first connector for the integration of OTRS ITSM with SAP Solution Manager is already developed and in the Swiss Resource Ltd productive use.
Sponsors are currently being invited to support the further development of OTRS connectors to other applications and contribute financially. Current sponsors for the realization of connectors for software inventory systems are sought, such as Microsoft SCCM, baramundi Inventory, for the French Open source solution FusionInventory and also for the open-source CRM system, SugarCRM. In the area of ERP systems, there are plans to link connectors on other SAP modules and also OpenERP to OTRS.
The demand for a user in the OTRS integration of OTRS ITSM especially with inventory and software distribution solutions was considered by the OTRS AG for some time louder. The new Generic Interface Framework now provides the foundation that is necessary for the development of appropriate connectors. With the connection of these software solutions is about inventory, information on existing configuration items (CI) and their relationships with each other to be able to synchronize between the inventory solution and the Configuration Management Database (CMDB) OTRS ITSM.
This integration will allow the Service Desk in the future, in the processing of requests always access the latest configurations of the CIs, they quickly associate with tickets to analyze incidents and the affected CIs and efficiently transferred to downstream processes. By the Generic interface results in a variety of new opportunities, both existing solutions to integrate with OTRS OTRS Help Desk and ITSM. This ensures that the specialists have a service organization, cross-application access to needed information, without distinguishing between different applications back and have to jump.