OTOBO & i-doit: Helpdesk meets CMDB
Introduction
Section titled “Introduction”OTOBO is a free, web-based ticket system (a fork of the OTRS Community Edition) for support and service organizations. It offers:
- Modular ticketing with preconfigured workflows (Incident, Change, On-/Offboarding …)
- Modern customer and self-service portal including an FAQ database
- Extensive reporting and statistics functions
- Flexible role and permission management
- Interfaces to third-party systems (REST/SOAP, Generic Interface)
i-doit is an IT documentation solution based on a fully ITIL-compliant CMDB:
- Central inventory of all IT assets (hardware, software, contracts, locations …)
- Visualization of dependencies and impact analyses
- JSON-RPC API for automated imports (discovery tools, network scanners …)
- Extensive add-ons (monitoring integration, license management, ISMS, IPAM …)
- Dashboards, reports, and audit functions
OTOBO’s Integrated CMDB
Section titled “OTOBO’s Integrated CMDB”Since version 11, OTOBO has included a lean CMDB that is embedded directly into the ticket system:
- CI Classes & Forms
Predefined object types (server, switch, contract, room …) plus a YAML editor for custom fields and masks. - Links & Graphs
CIs can be linked to each other and to tickets, changes, or knowledge base articles; dependency graphs visualize relationships. - Import/Export
REST/SOAP web services enable automated data syncs from third-party systems. - Integration in the Ticket Workflow
Agents select the affected CI directly when creating a ticket – new hardware is recorded automatically. - Performance & Scalability
Even with several thousand CIs, the search remains fast and performant.
Strengths:
- Quickly ready for operation, integrated directly into the helpdesk
- Flexible customization without programming
- No external licenses, open source
Limitations:
- Not a complete replacement for specialized CMDB tools (e.g., detailed network topologies, license audits)
- Still under development; some functions are being added gradually
Integration of OTOBO & i-doit
Section titled “Integration of OTOBO & i-doit”Technical Basis
Section titled “Technical Basis”- OTOBO Generic Interface (REST/SOAP endpoints freely configurable)
- i-doit JSON-RPC API (add-on for read/write access to all CMDB objects)
Add-ons & Connectors
Section titled “Add-ons & Connectors”- maxence i-doit Connector for OTOBO
- View of i-doit assets directly in the ticket
- Mouseover info & linking to the i-doit entry
- Ticket creation from within i-doit
- i-doit Connector for OTRS/Znuny (base code of OTOBO)
- Real-time synchronization of CIs and tickets
- Email templates with placeholders for CMDB data
Typical Workflows
Section titled “Typical Workflows”- Ticket “Printer XY defective” is created in OTOBO
- Agent selects the i-doit object “Printer XY”, all details appear inline
- If necessary, new hardware procurement triggers an automatic CMDB entry in OTOBO
- Changes in i-doit (e.g., relocation) are reflected in the OTOBO CMDB via web service
CMDB Comparison
Section titled “CMDB Comparison”| Feature | OTOBO CMDB | i-doit CMDB |
|---|---|---|
| Primary Purpose | Service context in ticketing | Central IT documentation |
| Initial Effort | Very low | Higher (data modeling required) |
| Functional Scope | Standard assets, tickets | License mgmt, IPAM, building plans … |
| APIs & Automation | REST/SOAP (Generic Interface) | JSON-RPC web services, many connectors |
| Reporting & Audits | Basic reports | Extensive reports & dashboards |
| Deployment Scenario | Small to medium helpdesk | Large, regulated environments |
Conclusion:
- Small to medium support team: OTOBO alone is often sufficient
- Large Enterprise environment: i-doit as the “Single Source of Truth” + OTOBO as the helpdesk frontend
Typical Use Cases
Section titled “Typical Use Cases”- Incident Management
Quickly finding all info on a defective CI directly in the ticket. - Change Management
Impact analyses in i-doit, implementation and documentation in OTOBO. - Asset Strategy
Automated import of new devices into i-doit; maintenance tickets in OTOBO. - Self-Service & FAQ
End users use the OTOBO portal and access CMDB data. - Compliance & Audits
Audit-proof logs in both systems, audit reports at the push of a button.
Further Links
Section titled “Further Links”- OTOBO Ticket System: https://otobo.de/
- OTOBO Documentation: https://doc.otobo.de/
- i-doit Community: https://www.i-doit.org/
- i-doit API & Add-ons: https://kb.i-doit.org/
With OTOBO and i-doit, helpdesk and asset processes can be optimally interlinked – either alone or combined, depending on the requirements.
Frequently asked questions
What are the core differences between OTOBO's integrated CMDB and i-doit?
OTOBO's integrated CMDB, introduced in version 11, serves primarily as a service context within its ticketing system, offering a lean solution for managing Configuration Items (CIs) directly within the helpdesk. It has a very low initial setup effort and focuses on standard assets and their links to tickets. In contrast, i-doit is a fully ITIL-compliant CMDB designed for central IT documentation, providing a comprehensive inventory of all IT assets, including detailed network topologies, license management, and IP address management (IPAM). i-doit requires a higher initial effort for data modeling but offers extensive reporting, audit functions, and a robust JSON-RPC API for deep automation and integration with various discovery tools. OTOBO's CMDB is often sufficient for small to medium helpdesks, while i-doit is better suited for large, regulated enterprise environments where it acts as the "Single Source of Truth" for IT assets.
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How does OTOBO integrate with i-doit, and what are the technical foundations?
OTOBO integrates with i-doit primarily through its Generic Interface which supports REST/SOAP endpoints, allowing for flexible configuration of web services. i-doit, on the other hand, provides a JSON-RPC API add-on that enables read and write access to all its CMDB objects. This technical foundation allows for robust data exchange. Specific connectors further enhance this integration: the maxence i-doit Connector for OTOBO allows agents to view i-doit assets directly within a ticket, provides mouseover information, links to the i-doit entry, and even enables ticket creation from within i-doit. Additionally, an i-doit Connector for OTRS/Znuny (the base code of OTOBO) facilitates real-time synchronization of CIs and tickets, and supports email templates with placeholders for CMDB data, ensuring consistent and up-to-date information across both systems.
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What are the typical workflows when OTOBO and i-doit are integrated?
Integrated workflows between OTOBO and i-doit streamline IT service management. A common scenario begins when a ticket, such as "Printer XY defective," is created in OTOBO. The agent can then select the corresponding i-doit object, "Printer XY," directly within the ticket interface, immediately displaying all relevant asset details inline. This provides agents with critical context without leaving OTOBO. Furthermore, if a new hardware procurement occurs, it can trigger an automatic CMDB entry in OTOBO, ensuring the asset inventory is up-to-date. Changes made in i-doit, such as a relocation or status update of a Configuration Item, are reflected in the OTOBO CMDB via web services, maintaining data consistency across both systems. This ensures that both helpdesk operations and asset management processes are tightly interlinked.
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When is OTOBO's built-in CMDB sufficient, and when should an external solution like i-doit be considered?
OTOBO's built-in CMDB is often sufficient for small to medium-sized support teams that require a lean, integrated solution for managing Configuration Items (CIs) directly within their ticketing system. It offers quick readiness for operation, flexible customization without programming, and is open source without external licenses. However, an external solution like i-doit should be considered in larger enterprise environments or when specialized CMDB features are required. i-doit excels in scenarios demanding detailed IT documentation, comprehensive license management, IP Address Management (IPAM), building plans, extensive impact analyses, and robust audit functions. If an organization already maintains a mature external CMDB or needs a "Single Source of Truth" for complex IT assets beyond OTOBO's core helpdesk context, then integrating with i-doit becomes the optimal choice.
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What are the key features and limitations of OTOBO's integrated CMDB?
OTOBO's integrated CMDB, available since version 11, provides a lean yet powerful set of features embedded directly into the ticket system. Key functionalities include CI Classes & Forms, which offer predefined object types like servers and switches, along with a YAML editor for custom fields. It supports Links & Graphs, allowing CIs to be linked to each other, tickets, changes, or knowledge base articles, with dependency graphs visualizing relationships. For data management, it features Import/Export capabilities via REST/SOAP web services for automated data synchronization. The CMDB is deeply integrated into the Ticket Workflow, enabling agents to select affected CIs directly when creating tickets, and new hardware can be recorded automatically. It is also designed for Performance & Scalability, maintaining speed even with thousands of CIs.
While strong in integration and ease of use, OTOBO's CMDB has limitations. It is not intended as a complete replacement for specialized CMDB tools that offer features like detailed network topologies or advanced license audits. Its development is ongoing, meaning some functions are being added gradually.
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