Managing CMMS integration¶

If a user wants to send an information about an issue to an external system in order to trigger follow-up actions like ordering inspection, then an interface to that system, e.g. SAP PM can be configured and a ticket can be forwarded.

To configure the interface to the external CMMS system, in the "Admin" tab, click "Administer CMMS integration". Click "Create" button. The integration supports the HTTP REST interface, so the goal is to construct an API call that will create an entity with ticket properties in the external system.

In the appearing dialog enter a name, select the integration type (SAP) and configure a host of the external system. Then select an authentication type and enter according parameters. If necessary, insert custom headers.

Add a new endpoint by clicking "Create new" in the Endpoints section. A wizard consisting of four steps appears.

At the first step configure an endpoint path, HTTP method and an external ticket URL template (optional). Click "Proceed to next step".

At the second step insert a sample request body as a JSON and click "Process JSON". The JSON properties appear in the table below. Then map those properties to the according ones of a ticket or set them to constants. When a ticket is forwarded, values of the mapped ticket properties are used in the API call.

Click "Proceed to next step".

At the third step insert a sample response as a JSON and click "Process JSON". The JSON properties appear in the table below. Map those properties to outputs like ExternalTicketId so that this information is stored in the ticket. If no response mapping is required, select the checkbox "Skip this step".

Click "Proceed to next step".

At the fourth and final step select the assets for which forwarding of tickets will be enabled. Click "Review & Submit".

Review the whole endpoint configuration and click "Submit". Review the integration configuration and click "Save and go back". Verify, that the status of the configured integrations is "Active".

Now, a ticket assigned to the configured asset can be send to the external CMMS system. Open the ticket and select the drop-down menu "Troubleshooting". Select the menu option "Send to" and the name of the CMMS configuration. Insert a description and click "Submit to ...".