ITSM Plugin - Ticket SMS IntegrationΒΆ

This is a standard plugin offered by Motadata to all our users.

Purpose: The plugin can forward a ticket to a third party server.

Perquisite: Plugin server needs to be setup with the main server (Learn More).

Plugin Setup

  1. Download the plugin .fp file and transfer it to the plugin server (Learn More).
  2. Restart the plugin server.
  3. Register the plugin in the ITSM tool (Learn more) from Admin >> Plugins >> Register New Plugin.
figure 11

While registering the plugin, the admin has to provide the following inputs:

  • Server URl
  • Server Header Value: Depends on the server/application where you want to send the ticket. Primarily would contain a token to authenticate the request.
figure 12

Triggering the Plugin

The ticket forwarding plugin is triggered from a Workflow. Learn more about Workflow.

In the below example, a ticket is forwarded when it is created in the tool. The following parameters are forwarded.

  • Incident ID: Ticket id
  • Incident Name: Ticket subject.
  • Incident Description: Ticket Description.
  • Contact Number: Phone number of the requester. Admin has to create a custom field to capture this info, learn more.
  • Contact Person: Name of the requester.
  • Location: Assigned location of the ticket.

Note

In the below figure, placeholders have been used to capture the necessary data whenever a new ticket is created.

figure 13