Integrate op5 Monitor with your helpdesk system
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This application note gives an overview of the benefits with integrating op5 Monitor with external Help Desk systems and how this is done.
Benefits
- op5 Monitor collects > measures > prioritizes > notifies > updates errors and potential problems from the IT systems.
- When a problem is detected by op5 Monitor, the system creates an automatic ticket trap in a predefined format and sending it to the helpdesk system.
- A new helpdesk ticket is automatically created that includes informaiton from op5 Monitor
- Faster problem detection and fixing
- Better communication and delegation. All parties involved in reducing the time to problem solved are looking and reading the same info and thereby minimizing confusion and misunderstandings.
- Correct information to the end users, waiting for answers.
- Easy click and browse for direct access between the systems.
In general, a complete support function uses a set of tools and systems to enhance and ensure good quality service levels to the organization. Two common systems are generally present:
- A network and application monitoring system, e.g. op5 Monitor
- A helpdesk system for tracking and dispatching tickets, e.g. a ticket handling system.
Combining these two systems easily creates a win-win scenario.
Functional perspective
Looking at this from a pure functional perspective one may split the functions in two:
op5 Monitor collects > measures > prioritizes > notifies > updates errors and potential problems from the IT systems.
A Helpdesk system adds;
- Input from users, e.g. phone, email etc
- Ticket handling
- Time tracking on tickets
- Multiple ways to document
- Activity tracking
- Etc.
op5 Monitor and integrations
By integrating the two systems we can achieve the best of two worlds.
- When a problem is detected by op5 Monitor, the system creates an automatic ticket trap in a predefined format and sending it to the helpdesk system.
- A new helpdesk ticket is automatically created that includes informaiton from op5 Monitor;
- A direct URL link to the actual problem in the network
- A specification on the actual problem
- If the specific problem has been automatically allocated to a individual engineer and who that is
- When the engineer accepted the task
- Any comment that the engineer added to the problem once I acknowledge the problem.
Value for the customer
The value of this integration is easily calculated.
- Faster problem detection and fixing
- Better communication and delegation. All parties involved in reducing the time to problem solved are looking and reading the same info and thereby minimizing confusion and misunderstandings.
- Correct information to the end users, waiting for answers.
- Easy click and browse for direct access between the systems.
- Etc.
Supported Help Desk Systems
op5 has developed two ways of creating direct system integration with leading helpdesk system providers.
- Email / trap integration with Nilex, Remedy/ARS, Request Tracker (RT)/Best Practice, Eventum
- By installing a special plugin the two systems communicate via the SMTP protocol.
- XML integration with Easit or other XML enabled Helpdesk systems.
- By installing a XML plugin the two systems communicate via an XML.
For additional information on the different helpdesk systems please visit:
www.nilex.se
www.easit.se
www.remedy.com
Summary
We have many customers today running these helpdesk systems integrated with op5 Monitor. The specific plugins are developed in generic format for easy modifications to new systems. If your Help Desk system is not one of the above, please contact us for help and additional information on how we can support your organization in integrating op5 Monitor with your Help Desk System.
For further information please contact us on +46-8-58 83 01 00 or info@op5.com
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