We are a service provider managing customer infrastructures. We use an online IT Service Management (ITSM) tool called Service-Now (http://www.service-now.com)
It would be useful for our support personnel to be able to connect to to the customer systems from the ticket itself (in the browser). In every ticket we have a Configuration Item (CI), which is the target system to which our IM employees need to connect and troubleshoot. We are looking into ways to provide the integration with RDM(S). The protocol handler would be the first step, at least to be able to trigger the connections from the ITSM tool itself.
The more interesting would be to provide a local web server, like you do already for KeePass integration. Something that would accept incoming REST calls and inject the commands into the session and return the output back from the console. We could use this method to document our work. Now the user has to copy paste the console output back into the ticketing system.
Regards,
Alex
It would be useful for our support personnel to be able to connect to to the customer systems from the ticket itself (in the browser). In every ticket we have a Configuration Item (CI), which is the target system to which our IM employees need to connect and troubleshoot. We are looking into ways to provide the integration with RDM(S). The protocol handler would be the first step, at least to be able to trigger the connections from the ITSM tool itself.
The more interesting would be to provide a local web server, like you do already for KeePass integration. Something that would accept incoming REST calls and inject the commands into the session and return the output back from the console. We could use this method to document our work. Now the user has to copy paste the console output back into the ticketing system.
Regards,
Alex