i-doit

i-doit is an open-source CMDB (configuration management database). It manages information about your physical and digital IT infrastructure. Linking it to Zammad adds context on both sides: agents see which infrastructure a ticket is about, and people working in i-doit see what has been reported about an object.

The integration has two independent parts, each configured on its own:

• The ticket sidebar in Zammad shows the i-doit objects linked to a ticket. You configure this in Zammad’s admin settings.

• An object’s page in i-doit shows the Zammad tickets linked to it. You configure this in i-doit.

You can use one part without the other. Zammad stores only the object IDs on the ticket and reads the object data from i-doit each time the panel is shown. A renamed object therefore appears under its new name and an object deleted in i-doit drops off the list. Customers never see the panel, and an agent needs update access to a ticket to change its links. How agents and i-doit users work with both parts is described in the user documentation.

Configure Object Linking in Zammad

The settings are under System > Integrations > i-doit and require the admin.integration permission. Use the switch at the top of the page to enable the panel. Switching it off hides the panel but keeps the links stored on existing tickets.

Endpoint

The root URL of your i-doit installation, including the protocol, e.g. https://idoit.example.com. Zammad adds /src/jsonrpc.php to it.

API token

The key from i-doit’s JSON-RPC API settings.

Client ID

Zammad stores this value but does not send it to i-doit, so it has no effect. Leave it empty.

SSL verification

Decides whether Zammad verifies the certificate of your i-doit installation. Default value: yes. If you use a custom certificate, add it to Zammad as described in SSL certificates.

Danger

Please be aware that turning off SSL verification is a security risk. It should only be used temporarily or for testing purposes. If turned off, there is no verification of the certificate, which means that any presented certificate will be accepted.

Zammad reads the objects through i-doit’s JSON-RPC API, which ships as an add-on and is not part of the i-doit Docker images. If the add-on is missing, i-doit’s API answers Api Module is not available. and Zammad cannot read any objects. Activate the API and make sure that it does not enforce authentication by username and password, so the API key alone is sufficient. Which objects the key can read is defined by the rights of its user in i-doit. Zammad itself offers every object type that i-doit returns.

Clicking Save verifies the connection by requesting i-doit’s object types. If i-doit doesn’t answer, Zammad shows the reason instead of saving. The Recent Logs table below the settings lists the requests Zammad sent to i-doit, which helps to track down a failed connection.

Configure Ticket Linking in i-doit

i-doit’s trouble ticket system integration (TTS) shows the Zammad tickets that are linked to an object on the object’s page, so you can see what has been reported about it without leaving i-doit. The list holds up to 10 tickets, and each row links to the ticket in Zammad.

In i-doit, the settings are under Administration > Import and interfaces > Trouble Ticket System (TTS).

TTS-Type

Zammad

Username and Password

Login credentials of a Zammad agent. i-doit searches Zammad’s API with this account, and Zammad returns only the tickets this agent may read. The agent therefore needs read access to the groups whose tickets should show up on i-doit objects.

Consider a dedicated agent for this purpose: if the password of the account changes, you have to update it here.

URL incl. protocol

https://your.zammad.domain

TLS-Certificate

A certificate file from i-doit’s file management that i-doit uses to verify Zammad’s certificate. Leave it empty unless your Zammad installation uses a certificate that i-doit does not trust.

Request Tracker queues

Belongs to the Request Tracker integration. i-doit shows the field for every TTS-Type, so leave it empty.