Manager Settings - ITSM/Collaboration Integration

eG Enterprise is capable of integrating with trouble ticketing systems such as Autotask, ServiceNow, etc.. With this integration, eG alerts will be automatically routed to the third-party TT system, resulting in the automatic creation, modification, or closure of trouble tickets. Likewise, eG Enterprise can also readily integrate with chat/collaboration systems such as HipChat, Slack etc. This results in eG alerts being automatically circulated to all users connected to a configured chat room/channel. For instance, if help desk personnel are part of a single chat room on HipChat, you can have eG Enterprise integrate with that chat room. This way, help desk personnel are instantly notified of problem conditions, and can effectively work together for a speedy resolution.

Without the need for any complex instrumentation, eG Enterprise enables you to integrate the eG Manager with multiple ITSM/Collaboration tools using a variety of mechanisms from a proprietary CLI to vendor-provided mail interfaces, web hooks, and even REST API.

To enable integration with a specific tool, do the following:

1. Login to the eG administrative interface.

2. Select the Manager option from the Settings tile.

3. The MANAGER settings will then appear. From the MANAGER settings tree in the left panel, select the ITSM/Collaboration Integration node. The third-party ITSM/Collaboration tools that eG Enterprise can integrate with, and a few generic methodologies that you can use for integrating with such third-party systems will be listed in the right panel.

4. To integrate with a tool or to use a particular methodology for integration, click on the corresponding option in the right panel. Clicking on the tool of your choice afrom the below-mentioned list will help you configure the paramters for integration.

   • ManageEngine's ServiceDesk

   • Autotask

   • BMC RemedyForce

   • HipChat

   • JIRA

   • Slack

   • ATF

   • ConnectWise

   • Ivanti Service Manager

   • Moogsoft

   • MS Teams

   • Opsgenie

   • PagerDuty

   • SapphireIMS

   • SNOW ITOM

   • VictorOps

   • Zendesk

   • Custom WebHooks

   • OTRS

   • TopDesk

Using the Settings tile in this page, you can configure the basic settings for trouble ticketing integration.