Ticketing Integration Plugin for Cumulocity IoT

This plugin consists of three widgets that allows to configure Ticketing Integration microservice, create tickets and view tickets.

This plugin is supported for Cumulocity IoT UI version >= 1016.x.x and Application Builder version >= 2.0.0.

Ticketing Integration Setup widget

This widget allows to configure the Ticketing Integration microservice, list the tickets and draw related charts for analysis.

Configuration - to add the widget on dashboard

1. Make sure you have successfully installed the plugin.
2. Go to an application's dashbord and click on Add widget.
3. Choose Ticketing Integration Setup widget.
4. Title is the title of widget. Provide a relevant name. You may choose to hide this. Go to Appearance tab and choose Hidden under Widget header style.
5. Platform is ticketing platform.
   • Choose webMethods AgileApps to integrate with webMethods AgileApps directly.
     • Tenant url is base url of ticketing platform. It must not end on '/'. Example: https://testtenant.agileappslive.com
     • Username is username of AgileApps tenant account.
     • Password is password of AgileApps tenant account.
     • Account id is customer account record id to which all the tickets created will be related to.
   • Choose External REST APIs to integrate with any ticketing platform using custom integration.
     • Tenant url is base url of custom APIs. It must not end with '/'.
     • Username is username of user account to access the APIs using basic authentication.
     • Password is password of user account to access the APIs using basic authentication.
     • Download Swagger to download the swagger file. Swagger file define the APIs that are expected by Ticketing Integration Microservice.
6. Ticket record template url is the template url for ticket record in the ticketing platform. Ticket id is defined by '{id}' placeholder which gets replaced by actual ticket id. Example: https://testticketingplatform.com/records/{id}.
7. Create tickets automatically on device alarm mapping matched controls whether tickets should be created automatically on alarm creation or not.
8. Change alarm status to ACKNOWLEDGE automcatically after creating ticket controls whether to change alarm status to 'Acknowledge' automatically after ticket creation or not.
9. Click Save configuration to save ticketing platform configuration.
10. Add or remove Device Alarm Mappings and click Save Mappings buttons. Mappings means for which device id and alarm type ticket needs to be created.
11. Maximum total tickets is how many total tickets need to be fetched from the ticketing platform.
12. Tickets page size is how many tickets need to be shown in the table at once.
13. Add and remove Chart colors for tickets by priority, tickets by status and tickets by device charts.
14. Click Save to add the widget on the dashboard.
15. In case you see unexpected results on the widget, refer to browser console to see if there are error logs.

Ticketing Integration Viewer widget

This widget allows to view tickets from the configured Ticketing Platform using Ticketing Integration microservice.

Configuration - to add the widget on dashboard

1. Make sure you have successfully installed the plugin.
2. Go to an application's dashbord and click on Add widget.
3. Choose Ticketing Integration Viewer widget.
4. Title is the title of widget. Provide a relevant name. You may choose to hide this. Go to Appearance tab and choose Hidden under Widget header style.
5. Choose Target assets or devices to view tickets for that specific device or leave unselected to view all tickets.
6. Select or unselect respective table columns in Show columns to be shown in table.
7. Max total tickets is total number of tickets to be retrieved from ticketing platform.
8. Page size is total number of tickets to shown at once in a table.
9. Click Save to add the widget on the dashboard.
10. In case you see unexpected results on the widget, refer to browser console to see if there are error logs.

Ticketing Integration Alarms widget

This widget shows active alarms related to a device and allows to create tickets using the Ticketing Integration microservice.

Configuration - to add the widget on dashboard

1. Make sure you have successfully installed the plugin.
2. Go to an application's dashbord and click on Add widget.
3. Choose Ticket Integration Alarms widget.
4. Title is the title of widget. Provide a relevant name. You may choose to hide this. Go to Appearance tab and choose Hidden under Widget header style.
5. Choose a device using Target assets or devices for which you want to see the active alarms. It shows maximum 50 alarms at the moment.
6. Click Save to add the widget on the dashboard.
7. In case you see unexpected results on the widget, refer to browser console to see if there are error logs.

Usage - to use the widget

1. Once widget is added to the dashboard, it lists all the active alarms related to a device.
2. On hovering an alarm, there can be 3 buttons
   1. Green button to CLEAR an alarm.
   2. Orange button to ACKNOWLDGE an alarm.
   3. Blue button to CREATE A TICKET for an alarm.
      1. It is only available if there is no ticket already created for an alarm.
      2. Clicking this button will show a pop-up which allows you to write an additional description about an alarm before you create a ticket.
3. If there is already a ticket related to an alarm, ticket id is shown. Clicking the ticket id will redirect you to the ticket record in Ticketing platform in a new browser tab.

Development - to do the enhancements and testing locally

1. Clone the repository on local machine using git clone https://github.com/SoftwareAG/c8y-ticketing-integration-plugin.git.
2. Run npm install to download the module dependencies.
3. Install c8ycli npm install -g @c8y/cli if not already.
4. Run npm start to start the server.
5. Open the URL in the logs to view and test your changes.
6. (Optional) push the changes back to this repository.

Build - to create a package to be installed

1. Finish the development and testing on your local machine.
2. Run npm install -g gulp to install gulp if not already.
3. Run npm run build to start the build process.
4. Use c8y-ticketing-integration-plugin-{version}.zip file in the dist folder as a distribution.

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These tools are provided as-is and without warranty or support. They do not constitute part of the Software AG product suite. Users are free to use, fork and modify them, subject to the license agreement. While Software AG welcomes contributions, we cannot guarantee to include every contribution in the master project.

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