How to configure Efecte ITSM for integration with ONEiO

Introduction

This document shows an example of what needs to be done in Efecte ITSM to make it integration-ready with ONEiO. Note also, that the amount of fields used in integrations might vary. The document also describes what ONEiO needs to be able to send messages to the Efecte ITSM instance.

In case you have questions related to setting up the integration, send an email to support@oneio.cloud.

You can sign up for a free trial of ONEiO from the following link: ONEiO Free Trial

Overview

This article gives an overview of the required steps to integrate ONEiO and Efecte ITSM. In this guide, we cover the following steps required for bi-directional communication between ONEiO and Efecte ITSM.

1. Communications
2. Requirements
3. Configure Source Efecte System Updates for ONEiO
4. Id handling when creating a new entity to Efecte

5. Outbound attachment handling from Efecte

Sending messages from ONEiO to Efecte ITSM

Communications

Inbound to ONEiO

For a tool to send messages to ONEiO the tool must have access to ONEiO's IP addresses. Communication is only allowed over HTTPS and the endpoint must have a valid trusted certificate in use.

Outbound from ONEiO

For ONEiO to send messages to the integrated tool, tools interface must be reachable from ONEiO's IP addresses. The preferred communication way is HTTPS with a trusted valid certificate. In test environment, self-signed certificates and HTTP can be used as well.

See also Securely connecting ITSM tool with ONEiO to get guidance how to create a secure connection.

Requirements 

1. Efecte user with sufficient privileges to create and/or update the templates used and to the folder(s) used.
2. Url to Efecte ITSM instance.

per template used

1. Template code
2. Folder code or folder id where the templates are stored
3. Code of the custom field in Efecte template that is storing external id (ticket id from the integrated system)
4. Codes of any date fields integrated
   • If non-default date format pattern is used, it is needed
5. Attribute code of attachment field

Sending messages from Efecte ITSM to ONEiO 

Configure Source Efecte System Updates for ONEiO

Configure the source Efecte system to send updates to ONEiO using the SendDataCardXmlToWebService listener.

<template code="incident">
    <listener>
        <name>POST Send SOAP to ONEiO</name>
        <trigger>post save</trigger>
            <source_conditions boolean="AND">
                **
            </source_conditions>     
        <action_chain>
            <name>Send to ONEiO</name>
            <action>
                <name>Send to SOAP ONEiO</name>
                <class>com.efecte.datamodel.entity.action.implementations.webservice.SendDataCardXmlToWebService</class>
                <configuration_item>
                    <name>endpointAddress</name>
                    <value>https://efecte-receiver[-test].service-flow.com/receive/entityset</value>
                </configuration_item>
                <configuration_item>
                    <name>Require changed data</name>
                    <value>True</value>
                </configuration_item>
                <configuration_item>
                    <name>username</name>
                    <value>[FROM_ONEiO_UI]</value>
                </configuration_item>
                <configuration_item>
                    <name>password</name>
                    <value>[FROM_ONEiO_UI]</value>
                </configuration_item>
                <configuration_item>
                    <name>operationName</name>
                    <value>Notify</value>
                </configuration_item>
                <configuration_item>
                    <name>useChunkedTransferEncoding</name>
                    <value>false</value>
                </configuration_item>
                <configuration_item>
                    <name>entitysetTargetNamespace</name>
                    <value>http://integration.efecte.com/notify/request</value>
                </configuration_item>
            </action>
        </action_chain>
    </listener>
</template>

FYI

Id handling when creating a new entity to Efecte

Since Efecte's API is not providing Efecte's entity's id, ONEiO handles the create message so that the id would be available. Technically ONEiO will do a query to Efecte's API with the external id provided in the message after the create and fetches the id. There's nothing ONEiO user need to do concerning this. It is an out-of-the-box feature.

Outbound attachment handling from Efecte 

The message from Efecte only provides the information, if the entity contains one or more attachments. According this information, ONEiO fetches the attachments and includes them in the message to be relayed. There's also no information in the message whether the attachments in the message are added to the entity after the last update, or if they have been there before the update. ONEiO keeps track of all the attachments in a certain entity so that only the new attachments are relayed forward. There's nothing ONEiO user need to do concerning this. It is an out-of-the-box feature.