{"id":28566,"date":"2023-02-21T07:33:59","date_gmt":"2023-02-21T12:33:59","guid":{"rendered":"https:\/\/www.eginnovations.com\/blog\/?p=28566"},"modified":"2025-06-04T06:34:28","modified_gmt":"2025-06-04T10:34:28","slug":"integrate-eg-enterprise-with-itsm-tools","status":"publish","type":"post","link":"https:\/\/www.eginnovations.com\/blog\/integrate-eg-enterprise-with-itsm-tools\/","title":{"rendered":"Integrate eG Enterprise with Multiple ITSM Tools at the Same Time"},"content":{"rendered":"<div class=\"inner_content\">\n<h2><span class=\"ez-toc-section\" id=\"eG_Enterprise_Introduces_the_Ability_to_Integrate_End-to-End_Monitoring_with_Multiple_ITSM_Systems\"><\/span>eG Enterprise Introduces the Ability to Integrate<br \/>\nEnd-to-End Monitoring with Multiple ITSM Systems<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-28710\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/eg-manager-logo.webp\" alt=\"eg-manager-logo\" \/>Previous versions of eG Enterprise limited the <a href=\"https:\/\/www.eginnovations.com\/product\/capabilities\/management-console\">eG Manager<\/a> integration to a single <a href=\"https:\/\/www.techtarget.com\/searchitoperations\/definition\/ITSM\" target=\"blank\" rel=\"noopener\">ITSM<\/a> system such as <a href=\"https:\/\/www.eginnovations.com\/servicenow-integration-incident-management\">ServiceNow ITSM<\/a>, Autotask, JIRA or others. This limitation was particularly cumbersome for SaaS and <a href=\"https:\/\/www.eginnovations.com\/product\/msp-monitoring\">MSP (Managed Service Provider) deployments<\/a> where each tenant\/customer may have had their own preferred ITSM system. Our latest release lifts this restriction. ITSM integration can now be done for a specific Organization, Organizational Unit, or even User. Alerts for only components associated with that entity are passed to the ITSM tool.<\/p>\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/ITSM-Organization-Tool-View.jpg\" data-rel=\"lightbox-image-0\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28867\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/ITSM-Organization-Tool.webp\" alt=\"ITSM-Organization-Tool\" width=\"750\" height=\"334\" srcset=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/ITSM-Organization-Tool.webp 750w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/ITSM-Organization-Tool-300x134.webp 300w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/ITSM-Organization-Tool-310x138.webp 310w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/ITSM-Organization-Tool-140x62.webp 140w\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" \/><\/a><\/p>\n<p>Previously all alerts from managed components would be raised via the ITSM integration. New options now allow the alerts sent to each ITSM to be limited to a subset of those components being managed. This means that in a <a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\">Citrix environment<\/a> the Desktop and App components can be sent to ServiceNow whilst the NetScaler (was ADC) issues can be sent to a JIRA system if the different teams managing those components have those difference service desk tool preferences.<\/p>\n<p style=\"margin-bottom: 15px;\">The new release of eG Enterprise allows new possibilities:<\/p>\n<ul>\n<li>Our MSP partners can now offer their individual customers the choice of which ITSM system they prefer.<\/li>\n<li>Larger organizations who use multiple ITSM systems for different teams or regions have more options can use different ITSM systems for different teams to fit in with legacy or siloed choices.<\/li>\n<li>Tickets that enter the organizations ITSM systems can be limited to critical infrastructure components only as appropriate.<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Support_for_Additional_ITSM_Systems\"><\/span>Support for Additional ITSM Systems<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<div class=\"menu_banner_style\">\n<div class=\"menu_banner_list_style\">\n<ul>\n<li style=\"height: 65px;\"><a class=\"hvr-border-fade\" href=\"https:\/\/www.eginnovations.com\/product\/technologies\">\n<div class=\" link_style\"><img decoding=\"async\" class=\"image-container\" src=\"https:\/\/www.eginnovations.com\/images\/banner-menu\/bmc.svg?90\" alt=\"new service desk products supported in new version of eG Enterprise \u2013 BMC Remedy\" \/><\/div>\n<p><\/a><\/li>\n<li style=\"height: 65px;\"><a class=\"hvr-border-fade\" href=\"https:\/\/www.eginnovations.com\/product\/technologies\">\n<div class=\"link_style\" style=\"padding: 5px 0px;\"><img decoding=\"async\" class=\"image-container\" style=\"width: 110px;\" src=\"https:\/\/www.eginnovations.com\/images\/banner-menu\/topdesk.svg\" alt=\"new service desk products supported in new version of eG Enterprise \u2013 TOPdesk\" \/><\/div>\n<p><\/a><\/li>\n<li style=\"height: 65px;\"><a class=\"hvr-border-fade\" href=\"https:\/\/www.eginnovations.com\/product\/technologies\">\n<div class=\"link_style\"><img decoding=\"async\" class=\"image-container\" style=\"width: 97px; margin-top: -10px;\" src=\"https:\/\/www.eginnovations.com\/images\/banner-menu\/Salesforce-logo.svg?90\" alt=\"new service desk products supported in new version of eG Enterprise \u2013 Salesforce\" \/><\/div>\n<p><\/a><\/li>\n<li style=\"height: 65px;\"><a class=\"hvr-border-fade\" href=\"https:\/\/www.eginnovations.com\/product\/technologies\">\n<div class=\"link_style\"><img decoding=\"async\" class=\"image-container\" src=\"https:\/\/www.eginnovations.com\/images\/banner-menu\/freshdesk.svg?89\" alt=\"new service desk products supported in new version of eG Enterprise \u2013 Freshdesk\" \/><\/div>\n<p><\/a><\/li>\n<li><a class=\"hvr-border-fade\" href=\"https:\/\/www.eginnovations.com\/servicenow-integration-incident-management\">\n<div class=\"link_style\"><img decoding=\"async\" class=\"image-container\" src=\"https:\/\/www.eginnovations.com\/images\/banner-menu\/Servicenow-logo.svg?90\" alt=\"new service desk products supported in new version of eG Enterprise \u2013 ServiceNow ITOM\" \/><\/div>\n<p><\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<p style=\"margin-bottom: 15px;\">Our latest version adds support for several new ITSM tools including: Freshdesk, ServiceNow ITOM, Salesforce, BMC Remedy and TOPdesk. Joining our existing support for:<\/p>\n<div class=\"data-list\">\n<ul>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-ServiceNow.htm\">ServiceNow ITSM<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-Autotask.htm\">Autotask<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-BMC-RemedyForce.htm\">BMC RemedyForce<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-PagerDuty.htm\">PagerDuty<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-Slack.htm\">Slack<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-JIRA.htm\">JIRA<\/a><\/li>\n<\/ul>\n<\/div>\n<div class=\"data-list\">\n<ul>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-ATF.htm\">ATF<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Ivanti-Service-Manager.htm\">Ivanti Service Manager<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Moogsoft.htm\">Moogsoft<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-ConnectWise.htm\">ConnectWise<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-MS-Teams.htm\">MS Teams<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Opsgenie.htm\">Opsgenie<\/a><\/li>\n<\/ul>\n<\/div>\n<div class=\"data-list\">\n<ul>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-SapphireIMS.htm\">SapphireIMS<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Zendesk.htm\">Zendesk<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-VictorOps.htm\">VictorOps<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-ManageEngine-ServiceDesk.htm\">ManageEngine\u2019s ServiceDesk<\/a><\/li>\n<\/ul>\n<\/div>\n<ul class=\"list_data\" style=\"display: inline-block;\">\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-ServiceNow.htm\">ServiceNow ITSM<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-Autotask.htm\">Autotask<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-BMC-RemedyForce.htm\">BMC RemedyForce<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-PagerDuty.htm\">PagerDuty<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-Slack.htm\">Slack<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-JIRA.htm\">JIRA<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-ATF.htm\">ATF<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Ivanti-Service-Manager.htm\">Ivanti Service Manager<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Moogsoft.htm\">Moogsoft<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-ConnectWise.htm\">ConnectWise<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-MS-Teams.htm\">MS Teams<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Opsgenie.htm\">Opsgenie<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-SapphireIMS.htm\">SapphireIMS<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-Zendesk.htm\">Zendesk<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integration-with-VictorOps.htm\">VictorOps<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/documentation\/eG-Integration-with-Trouble-Ticketing-Systems\/Integrating-with-ManageEngine-ServiceDesk.htm\">ManageEngine\u2019s ServiceDesk<\/a><\/li>\n<\/ul>\n<p>Other alert integrations available include: email, SMS, a Custom Webhook integration and the eG CLI integration.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Full_Enterprise_Grade_Integration\"><\/span>Full Enterprise Grade Integration<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Many monitoring tools offer only primitive, cursory, one-way ITSM integrations. An alert in the monitoring tool can trigger opening a ticket in an ITSM tool (often by sending an email) but beyond ongoing there is no functionality to ensure the alerts and tickets remain synchronized. This is usually insufficient for even most SMBs.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28714\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/service-desk.webp\" alt=\"service-desk\" width=\"750\" height=\"359\" srcset=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/service-desk.webp 750w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/service-desk-300x144.webp 300w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/service-desk-310x148.webp 310w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/service-desk-140x67.webp 140w\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" \/><\/p>\n<p style=\"margin-bottom: 15px;\">Typically, monitoring tools have IDs for alarms, while Service Desk tools have a different set of IDs for tickets. Full integration of the monitoring tool with the Service Desk tool involves mapping the alarm ID to a ticket ID. This mapping is necessary so that:<\/p>\n<ul>\n<li>When a new alarm is generated, a new ticket is created in the Service Desk tool.<\/li>\n<li>When an existing alarm\u2019s status is modified, this change in reflected in the corresponding ticket in the Service Desk tool as well.<\/li>\n<li>When an alarm is closed\/cleared in the monitoring tool, the corresponding ticket in the Service Desk tool is cleared as well.<\/li>\n<\/ul>\n<p>You can read more about how eG Enterprise ensures such deep integration to ensure monitoring alerts and service tickets remain synchronized in: <a href=\"https:\/\/www.eginnovations.com\/blog\/service-help-desk-automation\/\">Service and Help Desk Automation Strategies | eG Innovations.<\/a><\/p>\n<p><a href=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/IT-Monitoring-Tool-view.jpg\" data-rel=\"lightbox-image-1\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-28716\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/12\/IT-Monitoring-Tools-Figure.webp\" alt=\"IT-Monitoring-Tools-Figure\" \/><\/a><\/p>\n<div class=\"img_caption\">ITSM integrations are just one part of eG Enterprise\u2019s API ecosystem that enables a fully integrated modern IT platform.<\/div>\n<p>Other new capabilities for ITSM integrations included in eG Enterprise 7.2 include the ability to include Detailed Diagnostics via the Webhook integration and send metric graphs to collaboration tool integrations such as Microsoft Teams and Slack. Full details of all new ITSM features are available in the product documentation.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Learn_More\"><\/span>Learn More<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li>How eG Enterprise ensures monitoring alerts and service tickets remain synchronized: <a href=\"https:\/\/www.eginnovations.com\/blog\/service-help-desk-automation\/\">Service and Help Desk Automation Strategies | eG Innovations.<\/a><\/li>\n<li>For administrators on the move, learn about managing alerts via the newly enhanced eG Enterprise Mobile App for iOS and Android, see: <a href=\"https:\/\/www.eginnovations.com\/blog\/it-remote-monitoring-software\/\">this<\/a>.<\/li>\n<li>Learn about other features within eG Enterprise designed to help make help desk and support operations teams more effective and improve the workflows of support focused staff: <a href=\"https:\/\/www.eginnovations.com\/blog\/help-desk-management-software-tools\/\">Empowering IT Help Desks with IT Service Monitoring<\/a><\/li>\n<li>Details of specific recent features that can improve and personalize the eG Enterprise user experience (including for service and help desk operators) in <a href=\"https:\/\/www.eginnovations.com\/blog\/eg-enterprise-features\/\">New IT Monitoring Dashboards and Features for Employee Experience and Efficiency<\/a><\/li>\n<li>Learn more about how eG Enterprise leverages and provides APIs beyond ITSM integrations to provide a fully integrated monitoring system in <a href=\"https:\/\/www.computerweekly.com\/blog\/CW-Developer-Network\/API-series-eG-Innovations-APIs-as-IT-monitoring-tools\">API series &#8211; eG Innovations: APIs and IT monitoring tools (computerweekly.com)<\/a><\/li>\n<li>Learn about other features designed with dedicated features for MSPs and SIs in <a href=\"https:\/\/www.eginnovations.com\/blog\/multi-tenant-network-monitoring\/\">Multi-Tenant MSP Monitoring | eG Innovations<\/a><\/li>\n<li>Information on our MSP Partners and Partner Programs can be found at: <a href=\"https:\/\/www.eginnovations.com\/company\/msp-partners\">Managed Services | Monitoring for MSPs (eginnovations.com)<\/a> and <a href=\"https:\/\/www.eginnovations.com\/company\/partner-program\">Grow revenue by joining the eG Innovations Partner Program<\/a><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>eG Enterprise Introduces the Ability to Integrate End-to-End Monitoring with Multiple ITSM Systems Previous versions of eG Enterprise limited the eG Manager integration to a single ITSM system such as ServiceNow ITSM, Autotask, JIRA or others. This limitation was particularly cumbersome for SaaS and MSP (Managed Service Provider) deployments where each tenant\/customer may have had [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":28725,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[366,383,388],"tags":[542,541,1226,573,1962,1412,168,1413,1418,536,1228,543,544,1858,1227,1963],"class_list":["post-28566","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-end-to-end-monitoring-e2e","category-it-infrastructure-monitoring","category-managed-service-providers-msps","tag-autotask","tag-connectwise","tag-freshdesk","tag-help-desk","tag-helpdesk-tools","tag-it-service-management","tag-itil","tag-itsm","tag-itsm-tools","tag-msp","tag-pagerduty","tag-psa-tools","tag-rmm-tools","tag-service-desk","tag-servicenow","tag-snow"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - 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