Generic Ticketing Gateway
This is a DataMiner connector that allows for the polling of tickets created in the DataMiner Ticketing App for a given ticketing domain. This connector is generic so that any custom column is able to be retrieved from the configured domain.
About
Version Info
| Range | Key Features | Based on | System Impact |
|---|---|---|---|
| 1.0.0.x [SLC Main] | Initial version | - | - |
System Info
| Range | DCF Integration | Cassandra Compliant | Linked Components | Exported Components |
|---|---|---|---|---|
| 1.0.0.x | No | Yes | - | - |
Configuration
Connections
Virtual connection
This connector uses a virtual connection and does not require any input during element creation.
Initialization
In order to start the polling of tickets, the Ticket Domain in the Configuration Page must be set. By default, only the ID, Creation Date, and Revision are polled for each ticket.
To poll more columns, add the field name to each to the Column Mapping table in the Configuration Page to populate the table with those custom columns.
How to use
General
This page contains the table that displays all tickets and their respective columns for the configured domain.
Configuration
This is the configuration page for the connector. Here we can find:
- Ticket Domain: name of the ticket domain to poll tickets for;
- Owner Support Configuration: allows reassigning the ticket to someone else (Email notifications have to be enabled). When a ticket is reassigned, the new owner is automatically added to the mailing list (the To field of the e-mails). The Ticket Owner Email should be configured with the index of the column that is mapped (in the Column Mapping table) to the field that holds that information for each ticket.
- Custom Ticket ID Configuration: allows for custom ticket IDs to be generated. These custom ticket IDs will have the prefix configured in Prefix and a fixed number of digits configured in Number of Digits. The ID will use the one generated from the ticketing app. Additionally, a column index is needed for the field that will be holding that information for each ticket;
- Column Mapping: the table that maps each column to its respective field in the ticket domain.
Notifications
This page allows configuring the notifications to be sent by the element. Notifications are sent on each ticket revision. Both email and SMS notifications can be enabled.
The fields Email to, Email CC and SMS to should be configured with the index of the column that is mapped (in the Column Mapping table) to the field that holds that information for each ticket.. The field Email Structure should contain a semicolon-separated list of column indexes to be sent in the e-mail.
If the Title in Email parameter is enabled, the connector will include the value in the 'Title' Column in the email subject.
Add Tickets
This page allows the user to add a ticket through DataMiner.
It contains the Add Ticket Parameters table that contains all the parameters configured in the Column Mapping table. All changes in the Column Mapping table will be reflected in the Add Ticket Parameter Table.
When filling the Value Column in the Add Ticket Parameters table, the format of the data will be checked.
After filling all mandatory rows, you can press the Add Ticket button to create a ticket. If not all of the mandatory parameters are filled, it will not be possible to add another ticket and the missing mandatory fields will be logged in the Add Ticket Status. This parameter will also show any errors if there's any issue with the format of the inserted data.