Overview of episode ticketing integrations in ITSI

An episode ticketing integration exchanges ticket data between your IT Service Intelligence (ITSI) instance and a third-party system.

Episode ticketing integration have the following advantages:

• Establishing a ticket number that provides a unique key between systems.
• Synchronizing the systems so that notifications can be triggered.
• Transforming data for more uniform processing.
• Tracking ticket activity for accurate reporting.

After performing the necessary integration steps, you can create tickets in an external system when certain trigger conditions are met. For information about all the episode actions shipped with ITSI, see Configure episode action rules in ITSI.

For example, you might want to create a ServiceNow incident every time an episode in ITSI is created. You can configure an aggregation policy action rule that defines the fields for the newly created ServiceNow incident, including the state and assignment group. The alert can then be routed to the appropriate ServiceNow team so the incident can be triaged and addressed.

The level of data and the direction of the data that is exchanged categorizes the integration as unidirectional or bidirectional. In a unidirectional integration, your episode passes data to a third-party system, and receives a ticket ID back as confirmation. In a bidirectional integration, episode data is exchanged, synchronized, and updated while data is sent between the systems.

ITSI offers integrations with the following third-party tools:

Unidirectional episode ticketing integrations

Action	Configuration instructions
BMC Remedy	Requires the Splunk Add-on for Remedy. For configuration information, see Integrate ITSI with BMC Remedy.
Splunk On-Call	Requires Splunk On-Call (VictorOps). For configuration information, see Integrate ITSI with Splunk On-Call (VictorOps).
Phantom	Requires the Phantom App for Splunk. For configuration information, see Integrate ITSI with Splunk Phantom.

Bidirectional episode ticketing integrations

Action	Configuration instructions
ServiceNow	Requires the Splunk Add-on for ServiceNow. For configuration information, see Integrate ITSI with ServiceNow.
Splunk Infrastructure Monitoring	Requires that you integrate ITSI with Splunk Infrastructure Monitoring. For configuration information, see About the Splunk Infrastructure Monitoring entity integration in ITSI in the Entity Integrations manual.