The fastest way to integrated ITSM tools

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What systems can I integrate?

Endpoints

(you need to know the systems you want to integrate)
  • List of all possible endpoints and ability to find your tools

  • New endpoint types are added to the catalogue free of charge (within weeks…)

  • We make sure to only ask for the information that is absolutely necessary for you to configure an integration

  • We keep the endpoint types up to date so that you don’t have to worry about it when your tools APIs change

How can I configure ONEiO to access those systems?

Authentication

(you need to be able to access the systems / APIs in order to get data from the system)
  • We support the most common authentication schemes (credentials, tokens, OAuth 2.0)

  • Securely save the credentials needed to access the APIs

  • ONEiO uses basic authentication for inbound messages

How does ONEiO get the data from the systems?

Push and Pull

Two ways, either the system pushes the information to ONEiO whenever an event occurs (real-time) or ONEiO pulls the information from the system.
  • Push mechanisms

    for real-time processing → “One Input”

  • Webhooks

    Environment specific receiver: we use two URLs to send webhook data to, one for QA and one for production → no need to maintain a long list of webhook URLs

  • REST, SOAP

  • Pull mechanisms

    (Polling) for periodic processing

  • Some technologies do not support pushing data to an external system: SFTP, directly from SQL database

  • Polling intervals

    the systems’ endpoint can be polled periodically to receive updated information

  • Duplication avoidance

    we detect when there is a difference in the information compared to the previous polling, so that we don’t update the same information multiple times

How do I create the logic to handle the processes and scenarios I am integrating?

Creating the business logic so that events flow between the systems
  • The rule robot handles the creation of the rules for you based on common use cases

    You can edit the rules to suit your needs or add more rules if there are more conditions or transformations required

  • Transforming/translating the incoming data to a format that is suitable for the outgoing message

  • You can map fields one-to-one or many-to-many or a combination of these

  • List of mapping / transformation options:

    Regular expressions
    Truncate
    Lowercase
    Uppercase
    Capitalize
    Remove HTML tags
    Replace matching characters
    Change date format
    Trim whitespace

  • Translation of values

    E.g. changing “1 – Incident” to “2”
    For multiple translations we have a table option for setting these up

How can I make sure that we do not lose context in the middle of the process?

Messages stored as Conversations

When the process consists of multiple systems and steps and doesn’t all happen during one moment of time.
  • Messages to and from ONEiO are stored in Conversations, which allow us to keep the context of all of the events happening in a process

How do I make sure that the integration is running as it should?

Changes and issues

Monitoring the process & reacting to any changes / issues in the integration
  • Alerts

  • Home page view

  • Message view

  • When there is a change in the process or the systems being integrated change, how do I update the process so that it continues to run?

  • Canonical data format, we convert the incoming data to our own internal format which is in its simplest form (Show xml format and our next to each other)

  • How do we explain that you can keep adjusting your process without breaking the integrations?

What makes ONEiO unique?

Infrastructure

  • ONEiO is made highly available and fault-tolerant by building the system as an asynchronous, staged event-driven architecture (SEDA) where components communicate by transmitting messages and responding to events.

  • Communication is further enhanced by persistent queues, which makes the system fault-tolerant as the receiver doesn’t even need to be running for the sender to send a message.

EXAMPLE USE CASES

Integration Automation Platform that removes MSP frustration from ITSM and SIAM use cases like:

Incident management

Know immediately, fix immediately, keep delivering 24/7.

Service requests

No lost tickets, faster response times, no missed deadlines.

CMDB 2.0

Every tool and every integration, one platform to track them all.

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Connect all your ITSM tools with ONEiO.

Try for yourself or book a 1-1 meeting.