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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 case can be forwarded.

To configure the interface to the external CMMS system, perform the following steps:

  1. In the "Admin" tab, click "CMMS integrations".
  2. Click "Create". The integration supports the HTTP REST interface, so the goal is to construct an API call that will create an entity with case properties in the external system.
  3. In the appearing dialog, enter a name, select the integration type and configure a host of the external system. Then select an authentication type and enter according parameters.
  4. Click "Create new" in the endpoints section to add a new endpoint. A wizard consisting of six steps appears.
    • At the first step, configure an endpoint path, HTTP method and an external case URL template (optional). The case URL template allows extraction of an id of a case created in the CMM system. This id is displayed at the forwarded Asset Health & Maintenance case. Click "Proceed to next step".
    • At the second step, configure custom headers added to the HTTP request. Click "Proceed to next step".
    • At the third step it is possible to configure and map custom properties. For example, if a CMMS case has different values describing priority, then here it is possible to create such a property and map the case priorities to CMMS ones. If it is not required or the configuration is done, then click "Proceed to next step".
    • At the fourth 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 case or set them to constants. When a case is forwarded, values of the mapped case properties are used in the API call.
      Click "Proceed to next step".
    • At the fifth 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 case. If no response mapping is required, select the checkbox "Skip this step".
      If the case should automatically be closed when an according CMMS case is processed, then deselect the checkbox "Skip this step" in the case status update section and configure how often the status update is requested and the close status in CMMS. Also, SecondaryExternalTicketId and ExternalStatus properties should be mapped in the JSON response.
    • Click "Proceed to next step".
    • At the sixth and final step, select the assets for which forwarding of cases 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 case assigned to the configured asset can be send to the external CMMS system. Open the case and click the button "Send to" and the name of the CMMS configuration. Enter a description and click "Submit to ...".

Last update: March 11, 2025