Trouble with OTRS & i-doit integration

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cdelgado
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Trouble with OTRS & i-doit integration

Post by cdelgado »

Hello,

I work at an IT security company and we're currently testing an OTRS & i-doit integration in order to deploy a local installation of both integrated products, so we can have CMDB & ticketing capabilities to better assist us with our customers.

The thing is, we're having a bit of trouble with the integration, and I would greately appreciate if anyone could give me some pointers.

We followed all the steps at https://bitbucket.org/synetics/otrs-opm ... s/overview, and after clicking the 'Reference IDoit Objects' link in a current ticket, we get a pop-up window stating "Oops! An Error occurred. Error Message: Customer user's identifier is unknown." I can't seem to find what I did wrong...

The attached images illustrate the error message and my current configuration. Note that the Key and Value fields in 'Dynamic Fields' for IDoitTenant are the same as the ones appearing in the API configuration screen in i-doit. I'm not sure if that's how it works...

Here's some additional information regarding my test environment:
* There are 2 virtual machines - One running OTRS and another one running i-doit.
* OTRS 3.3.17 is deployed on CentOS 7. IP address: 192.168.49.131
* i-doit 1.4.7 is deployed on Debian 8.8.IP address: 192.168.49.130
* I used ReferenceIDoitObjects 0.8, downloaded at http://opar.perl-services.de/package/B/ ... oitObjects
* Regarding the web service, I used the .yml file as-is (i.e., no modifications).

Let me know if any additional information is needed. Many thanks in advance for your valuable assistance.
Images - Error message and current config.zip
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jojo
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Re: Trouble with OTRS & i-doit integration

Post by jojo »

3.3.is outdated and does not receive patches any more
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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cdelgado
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Re: Trouble with OTRS & i-doit integration

Post by cdelgado »

jojo wrote:3.3.is outdated and does not receive patches any more
Hey jojo,

You're right, it's an old version; but I had to deploy it since the latest version of ReferenceIDoitObjects (0.8 ) is only supported on OTRS 3.3.x and i-doit 1.4.x, as posted on https://kb.i-doit.com/display/en/OTRS+Help+Desk.
jojo
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Re: Trouble with OTRS & i-doit integration

Post by jojo »

well thats still not a legit usecase. I is like riding on a dead horse. You'll not reach your destination
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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reneeb
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Re: Trouble with OTRS & i-doit integration

Post by reneeb »

if you want to spend some money: IT-Novum (it-novum.de) created an i-doit integration for OTRS. You could mail them...
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