External ticket system integration

[ErnestGWilsonII]

We are not using Jira and we want to integrate with various ticket systems.
Currently we have alerts calling a shell script that calls curl via the command line to make API calls.
Today these calls post messages into our chat channel.
We would like to start opening, updating and closing tickets instead of just spamming our chat channel.
Before we just update our shell script (that uses curl) to make API calls into our ticket system (which we can do), we want to get some feedback please:

1. Is there a preferred method for integrating external systems? (We could have a ton of shell execs kicking off curl API calls under heavy ticket volume, that seems not optimal)
   Is there any specific hooks or methods or pub/sub inside or bolted on to NetXMS we should use?

2. What about inbound (and/or two-way) integration to NetXMS from ticket systems?
   If a person acknowledges a ticket in a ticket system for example, is there a way to add fields mapped back to alerts in NetXMS and indicate things like ticket #1234 is open and owned by John Doe?

What options currently exist?
What is considered to be the "NetXMS" way?
What are most folks doing in this area (we are not looking to reinvent the wheel if tooling already exists)?

Thank you,
Ernest

[victor]

Hi,

NetXMS has "helpdesk links" - loadable modules that provide interface to ticketing system. If ticketing system supports it, this module can provide two-way integration (as done for Jira). Currently such modules exists only for Jira and RedMine. Unfortunately they are not scripts, but shared libraries written in C++. If you have C++ developers you can build your own link using Jira as example. For 3.0 branch we are considering Python and/or JavaScript extension support, but that's long way ahead anyway. You can also order custom development from our company.

Best regards,
Victor