Skip to main content
Version: 24.10

Open tickets glossary

Custom lists​

Custom lists are lists of possible values for a field in the ITSM tool. They are generally used in the following cases:

  • These values cannot be retrieved from the ITSM tool and are therefore configured directly in the Open Tickets rule.
  • We want to simplify the Open Tickets module when only a single value and/or a pair of values are used (e.g. the user account which will be indicated as the ticket creator).

Lists​

Lists are used to define the source of data to be made available to Mapping arguments. There are three types of data:

  • data coming from the ITSM tool (for example, a list of ITSM categories)
  • data coming from Centreon (e.g. host groups)
  • data defined by users directly in the Open Tickets rule, configured via custom lists.

Mapping arguments​

Mapping arguments are a list of information that will be transmitted to the ITSM tool. They consist of two elements.

  • An “argument”, which generally corresponds to a field in the ITSM tool.
  • A value, often in the form {$select.itsm_info.value}. This information refers to a list.

Provider​

A provider is a connector in the Open Tickets module that manages communication between Centreon and an ITSM tool.

Rule​

An Open Tickets rule is used to configure the behavior of the Open Tickets module when it opens or closes tickets.