Integrating Serio with other systems is almost always not a technology issue (though there are always challenges in this area to overcome). The real issue is the end-to-end process – how the two systems interact, who is responsible where, what status information we need and what management reporting is required. As always, the devil is in the detail and so any integration exercise needs to be handled with careful preparation and managerial planning.
Having said that, this post is about some of the techniques which we’ve used in the past to solve a variety of integration problems. They are in this order: simplest to implement first.
So simple it can be overlooked. Serio can send emails, and you can control precisely the content of those emails through the eDoc editor. Therefore, email is quite a powerful tool for sending information externally.
The kind of information you can include is up to you, but typically there are around 200 information types – such as service level requirements, detailed customer information, CI (Configuration Item) information, Incident data and so on. If you wish, you can use the eDoc editor to encode this in a machine-biased format such as XML for use in situations where structured data is required.
Serio can also read information from emails in structured form, which is useful for automated ticket logging.
You can read (please note, not write) data directly from the Serio database. We’ve blogged about this previously, in the Custom reports blog entries available here, here and here. This is a reasonably straight-forwards task for any SQL programmer, and if you use the Views we provide the job not only gets easier, but there should be little or no problems between releases, as we always try to maintain the Views as stable as possible.
Didn’t know Serio had a scripting language? Well it does, and it’s called SerioScript. SerioScript is amazingly versatile and it can be used to log Incidents and take Actions on Incidents, and can interact with remote technologies in a variety of ways, namely:
- By using SNMP technology
- By using custom-written DLL libraries (it can load and use DLLs)
- By interacting with web systems (it can read web pages, for instance it can log-onto a site, access pages and log-off again)
- By reading files
- By running programs with specific arguments (it has a shell-out function)
SerioScript is part of the Command Center tool.
SS COM Libraries
SerioServer is a DCOM server. There are a number of COM objects (called SS [SerioService]) available on this server that can be used to integrate Serio. For example, you can log Incidents, or read Incident data. You can take Actions (such as resolving an Incident) or access customer details. This is probably the most complex because only a programmer could tackle this job, but it is also the most powerful. Our SerioWeb application was implemented using these COM objects.
The SS libraries are licensed, which means they may not be used without an appropriate Serio license.
Have a great weekend, and if it's your christmas party night have a good one!