🤦 🤦 🤦 Combodo's customers only 😎 😎 😎

Hand over a ticket between your iTop and another iTop… or any other application.

This toolkit combined with an extension to defined Your iTop can be connected to any number of remote applications.

APIs are available to request operations, for a given remote application:

• Create a counterpart object
• Update the counterpart object
• Apply a stimulus onto the counterpart object

The ticket gets synchronized as much as possible: the information gets transferred ASAP, but if the transfer fails for any reason, the information gets queued and retries are performed in the background. For instance, this leaves some time to for the remote application to restart (outage) or for an operator to update a data mapping table.

The module can be used as is, or some classes can be extended for seamless integration into your data model and the connectivity between iTop and the remote application

A new type of trigger provides you with a standard way to send notifications when something goes wrong.

Localization of the error messages.

For HTTP/HTTPS, requires curl.

Complete the connectivity test with:

• an option to establish the connectivity (copy the UUIDs between the local and the remote)
• check the consistency of attachment settings
  • enabled/disabled,
  • local max size = remote upload_max_filesize
  • remote post_max_size >= 1.6 x remote upload_max_filesize

iTop 2.7.0

Can be used for case exchange

• with another iTop, see here: combodo-cex-itop
• or in conjunction with a remote application connector: Service Now

You can also develop your own remote application connector.

The following settings can be adjusted in the iTop configuration file, in the section combodo-case-exchange-base:

The following settings can be adjusted in the iTop configuration file, in the section combodo-queue-base:

Attachments are configured on the remote application:

• Attachment max size: Limits the size of attachments that can be pushed to the counterpart object. Uses the same syntax as the PHP configuration file '100K' or '16M' or '321G'. Set '0' to disable the synchronization of attachments.
• Attachment max size should be set to the limit displayed on the remote application, when adding an attachment.
• Pay attention to the value of the PHP setting post_max_size on the remote application: it must be greater than 1.6 x upload_max_filesize (this is because the file gets base 64 encoded for transmission onto the remote end)
• Enabling the attachment to other way (receive attachments) is currently configured on the other side.

Existing remote applications are:

• Remote iTop V2 (oAuth)
• Service Now

But then you must define your scenarios and code them in XML, using the syntax explained in this wiki, for configuring the iTop part of the Case Exchange.
For configuring the other part of the scenarios on a different ticketing system, you will need to have that knowledge, we don't have it.

New type of trigger: Trigger (on Case Exchange Error)

In the notification, the following placeholders are available:

Note: those errors happen when all the retries have been attempted. Therefore, most of the time, an error will occur in the context of the execution of a background task (cron)… the user is then NOT meaningful.

It is advised to use the attributes outage_contact_id, mapping_contact_id and integration_contact_id so as to send the notification to the relevant people (in fact, those external keys are currently not used by the framework).

This extension is just a toolkit and does nothing by itself.

Some extensions designed for particular scenarios exists already and can be used as is or as a basis.

• combodo-cex-ticket-transfer
• combodo-cex-ticket-delegation
• combodo-cex-ticket-handling

The following sections describes all the steps to write your own set of scenario in XML.
It's a simple extension, just make sure that it depends on this one and provide a datamodel.xml file and that's it.

• remote_application: define the parameters (credentials, …) of the remote system for the exchange of objects. The remote application is a datamodel object (stored in database) linked to an exchange definition in XML.
• synchronized_class: class of iTop objects being synchronized with a remote system defined by a remote application object.
• object_attributes: the attributes of the current local synchronized object in the XML definition.
• local to remote link: an iTop object providing information on the synchronization with the remote counterpart of the current synchronized local object (class CEXLocalToRemoteObject). This link is used for sending the messages to the correct remote objects and also to retrieve the local object concerned by an incoming message.
• link_attributes: the attributes of local to remote link object in the XML definition.
• remote_fields: the fields of the messages sent or received to/from the remote system.
• remote_status: the status received from the remote system during an exchange.
• mapping: (global, attribute or field) provides a way to transform the data exchanged between the local and remote systems in order to communicate.

Depending on the connectivity to the remote application you'll have to configure correctly all the credentials in the remote application object and test your connectivity using the page:

Configure the remote application in the “module_design” part of the XML definition of your iTop instance

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.7">
        <module_designs>
                <module_design id="case-exchange" xsi:type="case-exchange" _delta="must_exist">
                        <remote_applications>
                                <remote_application id="my-remote-application" xsi:type="MyCEXRemoteApplicationClass" _delta="define">
                                        <global>
                                          ...
                                        </global>
                                        <synchronized_classes>
                                          ...
                                        </synchronized_classes>  
                                </remote_application>
                        </remote_applications>
                </module_design>
        </module_designs>
</itop_design>

The remote application contains the following sections:

• “global” to define operations not linked to a class like “Hand Shake”
• “synchronized_classes” to define all the classes to be synchronized with the remote application.

The remote application can have multiple synchronized classes.

<remote_application id="my-remote-application" xsi:type="MyCEXRemoteApplicationClass" _delta="define">
        <synchronized_classes>
                <synchronized_class id="Incident">
                        <inbound>
                         ...
                        </inbound>
                        <outbound>
                         ...
                        </outbound>
                </synchronized_class>
        </synchronized_classes>
</remote_application>

The id of the “synchronized_class” is the class as defined in the data model (example Incident).

Each synchronized class have the following sections:

• “inbound” to define all the incoming messages from the remote application
• “outbound” to define all the outgoing messages to the remote application.

The “inbound” section contains

• the “global_mapping” optional section defines how to map received message fields to local object attributes,
• an error response section defines the fields to send in an error
• an operations section defines all the messages allowed to be received from the remote application and how to handle them.

<synchronized_classes>
        <synchronized_class id="Incident">
                <inbound>
                        <global_mapping>
                                ...
                        </global_mapping>
                        <error_response>
                                ...
                        </error_response>
                        <operations>
                                ...
                        </operations>
                </inbound>

The global_mapping section for incoming messages defines:

• object_attributes: how the local synchronized object attributes are filled based on the received message fields
• link_attributes: how the local to remote link attributes (class CEXLOcalToRemoteObject) are mapped from the received message fields
• remote_fields: how the fields for the response to the remote system are mapped from the local synchronized object

See Attribute Mappings for the detailled options to transform received message fields into value to put in an iTop synchronized object attribute

<synchronized_classes>
    <synchronized_class id="Incident">
        <inbound>
            <global_mapping>
                <object_attributes>
                    <attribute ...
                       ...
              </object_attributes>
                <link_attributes>
                     <attribute ...
                       ...
              </linkattributes>
                <remote_fields>
                     <field ...
                       ...
              </remote_fields>
                </global_mapping>

The list of fields to send in response when an error occurs, this is done only if a local object is defined.

<synchronized_classes>
  <synchronized_class id="Incident">
    <inbound>
      <error_response>
        <remote_fields>
          <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
        </remote_fields>
      </error_response>

Each operation specify what to do upon reception of a message with this operation id (eg: <operation id=“itop-message/cancel-partner-userrequest” …>)

The operation is defined as follow:

<operation id="snow-message/create-incident" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject">
        <check_read_only_flag>true</check_read_only_flag>
        <message_operation>create</message_operation>
        <stimulus>ev_assign_team</stimulus>
        <request>
                <link_attributes>
                        <attribute id="source_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <attribute id="source_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                </link_attributes>
                <object_attributes>
                        <attribute id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <attribute id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <attribute id="team_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        ...
                </object_attributes>
        </request>
        <response>
                <remote_fields>
                        <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <field id="org" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <field id="caller" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        ...
                </remote_fields>
        </response>
</operation>

The operation id is the operation requested by the remote application. The “xsi:type” is the incoming message PHP class.
New types of operation can be added by remote application connector if necessary, the class has to implements iIncomingMessage interface.

In general you will use “Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject”, which allow to create, update and apply a stimulus on an iTop object.

• The “message_operation” is a parameter of “CreateOrUpdateObject” to indicate the type of message. Allowed value are: create, apply_stimulus and update
• The “stimulus” is mandatory when “message_operation” is “apply_stimulus” and optional on “create”. This indicates which stimulus to launch after the operation.
• The “check_read_only_flag” tells if it is allowed or not to update read-only attributes (according to status via GetAttributeFlags() methods). Defaults to “false” which is consistent with the REST API.

This part of the request section describes the local to remote link attributes, the necessary information for create:

• source_key - the identifier of the remote object
• source_fname - the reference of the remote object
• source_class - the class of the remote object

This parameter can be used in update operations to retrieve the local object

• target_fname - the reference of the local object

As they are in general the same for every inbound operations, they often refer to a global mapping, but this is optional, the mapping could be duplicated in every operation, for readability.
A mapping “Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping” indicates that the mapping is defined in the “global_mapping” section of the “inbound”.

This part of the request section describe the local object attributes which can be modified by the request.

See [#attribute_mappings|Attribute Mappings]] for the different options which exists to populate the itop object attributes with the fields of the received message

In order to build a response to the received operation, this section defines how to populate the message fields to send back

• See the Field mapping for details on the possible options to populate a response field using the object attributes.

In order to trigger outgoing messages to a remote application, there are many thinks to specify:

The “outbound” section (which must be defined for each synchronized_class) is composed of:

• A remote_application_selector mandatory section to select the remote application from the synchronized object
• A global_mapping, optional section defining globally how the outgoing message fields will be mapped from the local object attributes
• An attachment optional section adding specific parameters for sending attachment messages
• A scenario_operations mandatory section defining all the outgoing scenario operations depending on the local object life cycle
  • If current object matches the Conditions, then a Message is generated using the Mappings

<synchronized_classes>
        <synchronized_class id="Incident">
                <outbound>
                        <remote_application_selector>
                                ...
                        </remote_application_selector>
                        <global_mapping>
                                ...
                        </global_mapping>
                        <attachment>
                                ...
                        </attachment>
                        <scenario_operations>
                                ...
                        </scenario_operations>
                </outbound>
        </synchronized_class>
</synchronized_classes>

This is an OQL query to retrieve an applicable CEXRemoteApplication, based on the local object which has been modified or deleted. Most iTop objects are not linked to a CEX, but for each creation, modification and deletion of an iTop object which is part of a CEX synchronized class, we check if which Remote Application to use.

Internal: CEX creates at iTop setup, two listener on EVENT_DB_AFTER_WRITE and EVENT_DB_AFTER_DELETE for classes which are CEX synchronized. In the callback methods, it checks:

• Is there a remote Application for the current object
• If yes, then is there an outbound scenario (or more) for which the current object matches the conditions
• If yes, then generates the outbound message and send it

<synchronized_classes>
        <synchronized_class id="Incident">
                <outbound>
                        <remote_application_selector xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\RemoteApplicationSelector\SelectorByOQL">
                                <![CDATA[SELECT CEXRemoteSNow WHERE org_id=:object->org_id]]>
                        </remote_application_selector>

The following query parameters are available:

• object is the local current object which was created, modified or deleted.

The current object maybe be synchronized (have an entry in CEXLocalToRemoteObject class) or not, this is not checked.

The CEX creates at iTop setup, two listener on EVENT_DB_AFTER_WRITE and EVENT_DB_AFTER_DELETE for classes which are CEX synchronized.
In the callback methods, it checks:

• Is there a remote Application for the current object
• If yes, then is there an outbound scenario (or more) for which the current object matches the conditions
• If yes, then generates the outbound message and send it

The global_mapping section for outbound messages explain how to transform the local object attributes into message fields.

<global_mapping>
        <object_attributes>
                <attribute id="external_ticket" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">u_incident_ref_number</attribute>
        </object_attributes>
        <link_attributes>
                <attribute id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">u_incident_ref_sys_id</attribute>
                <attribute id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">u_incident_ref_number</attribute>
                <attribute id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">sys_target_table</attribute>
        </link_attributes>
        <remote_fields>
                <field id="u_short_description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">title</field>
                <field id="u_external_reference" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                ...
        </remote_fields>
</global_mapping>

Mapping outgoing message fields (“remote_fields”) from local object is done in this section. The following mappings are allowed in output:

• Mapping ByObjectAttribute the field value is copied directly from an attribute of the currently synchronized object
• Mapping ByModifiedObjectAttribute template based copy of modified attributes of the currently synchronized object. The allowed
• Mapping ByOQL query based mapping, you can provide a query, a fallback query if the query return no object, an attribute if the selected value from the object is not the id and a default value when the result is empty, either because no object was found or because the attribute of the returned object is empty
• Mapping ByMatrix
• Mapping ByConstant

Code to use to send attachments within all outbound scenario:

<synchronized_classes>
        <synchronized_class id="Incident">
                <outbound>
                        <attachment>
                                <add_attachment_message xsi:type="CEXSDKHTTPMessageAddAttachment">
                                        <http_headers>
                                                <http_header>Content-Type:multipart/form-data</http_header>
                                        </http_headers>
                                        <http_url>/api/now/attachment/upload</http_url>
                                </add_attachment_message>
                                <del_attachment_message xsi:type="CEXSDKHTTPMessageDelAttachment">
                                        ...
                                </del_attachment_message>
                        </attachment>

This define the PHP class for outgoing “Add Attachment” and “Del Attachment” messages. You can also add HTTP headers and URL for the message.

List of available operations:

A scenario operation is defined by a PHP class (extending “Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\ScenarioOperation”). It includes:

• Conditions which must be respected by the object, in order to trigger the outbound message.
  Condition specifies a PHP class (implementing the interface “Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\iCondition”) to determine if the local object life cycle event will trigger this scenario operation.
• A Message which explain what to send. The xsi:type of a message is a PHP class (extending “CEXSendMessageTask”) used to send the message to the remote.

Within an operation, the available conditions are:

Example:

<synchronized_classes>
        <synchronized_class id="Incident">
                <outbound>
                        <scenario_operations>
                                <scenario_operation id="create" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\Create">
                                        <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\Create"/>
                                        <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                                          ...
                                        </message>
                                </scenario_operation>
                                <scenario_operation id="ev_assign_team" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\EnteringState">
                                    <conditions>  
                                        <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\EnteringState">
                                                <entering_states>
                                                        <entering_state id="initialassignment">
                                                                <previous_states>
                                                                        <previous_state>new</previous_state>
                                                                </previous_states>
                                                        </entering_state>
                                                        <entering_state id="assigned2team">
                                                                <previous_states>
                                                                        <previous_state>assigned</previous_state>
                                                                        <previous_state>pending</previous_state>
                                                                </previous_states>
                                                        </entering_state>
                                                </entering_states>
                                        </condition>
                                        <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\ObjectValue">
                                            <attribute id="request_type"/>
                                            <operator>=</operator>
                                            <value>incident</value>
                                        </condition>
                                   </conditions>
                                        <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                                                ...
                                        </message>
                                </scenario_operation>
                        </scenario_operations>

• message xsi:type defines a PHP class (extending “CEXSendMessageTask”) used to send the message to the remote.

<message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
        <http_url>/api/now/table/u_itop_incident</http_url>
        <http_headers>
                <http_header>Content-Type: application/json</http_header>
        </http_headers>
        <request>
                <remote_fields>
                        <field id="u_short_description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <field id="u_external_reference" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <field id="u_state" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        ...
                </remote_fields>
        </request>
        <response>
                <object_attributes>
                        <attribute id="external_ticket" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                </object_attributes>
                <link_attributes>
                        <attribute id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <attribute id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                        <attribute id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                </link_attributes>
                <remote_status>
                        <error_field>sys_import_state</error_field>
                        <ok_values>
                                <ok_value>inserted</ok_value>
                        </ok_values>
                        <error_message_field>sys_import_state_comment</error_message_field>
                </remote_status>
        </response>
        <handover>false</handover>
</message>

The http_url and http_headers are specific to the “CEXSDKHTTPMessage…” type of messages.

The request defines all the fields to send in the outgoing message (request), and how to map them from local object attributes using field mappings.

The response defines how to analyze the response from the remote:

• object_attributes is the list of attributes to store in the local object from the response. It uses the attribute mappings.
• link_attributes are additional parameters stored in the link between the local object and the remote one. It uses also the attribute mappings
• remote_status contains:
  • error_field is the field containing the error code
  • ok_values indicates the list of acceptable values of the error code
  • error_message_field is the field containing the explanation message for the error

The handover section indicates if the local object is only editable by the remote

Mappings are used for transforming object attribute into message field and vice versa.

This portion is used in the operation for transforming incoming fields from a message into a value within a local object attribute.
Here is the XML reference of this mapping of local object or local to remote link attributes from the message fields.

• remote allows to access to the received message fields
• current_user
• current_contact

Example with default value in inbound for an external key

<attribute id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
        <query><![CDATA[SELECT Person WHERE email=:remote->caller_id]]></query>
        <fallback_query><![CDATA[SELECT Person WHERE email='default@combodo.com']]></fallback_query>
</attribute>

Example with default value in inbound for a simple attribute

<attribute id="beneficiary_name" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
        <query><![CDATA[SELECT Person WHERE email=:remote->caller_id]]></query>
        <fallback_query><![CDATA[SELECT Person WHERE email='default@combodo.com']]></fallback_query>
        <attribute_code id="name"/>
        <default_value>No name found</default_value>
</attribute>

This is the reference for the mapping of outgoing message fields using local attributes.

See Message contents and placeholders for templates syntax.

First example: sending the last entry of a caselog, in HTML format, but only if it was modified:

<field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByModifiedObjectAttributes">
        <modified_attributes>
                <modified_attribute id="public_log">$this->head_html(public_log)$</modified_attribute>
        </modified_attributes>
</field>

Second example: Sending in a log, in HTML format, the combination of two fields, each of them is present only if it was modified

<field id="private_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByModifiedObjectAttributes">
    <modified_attributes>
        <modified_attribute id="private_log">$this-&gt;head_html(private_log)$</modified_attribute>
        <modified_attribute id="solution">$this-&gt;solution$</modified_attribute>
    </modified_attributes>
</field>

The allowed query parameters for the mapping by OQL are:

• object the object currently synchronized
• current_user
• current_contact

To avoid mapping errors, it's possible to define default values for inbound and outbound.

Exemple with default value in outbound

<field id="u_beneficiaire" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
        <query><![CDATA[SELECT Person WHERE id=:object->onbehalf_id]]></query>
        <attribute_code id="email"/>
        <default_value>NULL</default_value>
</field>

This mapping only works for outbound message. It allows:

• to transform an html attribute into a pur text, eg. $this→text(description)$ or $this→head(public_log)$
• to send information even if the attribute was not modified during the event which triggered the outbound scenario
• to combine multiple attributes as well as free text into a single field
• New line and html tags are allowed within the template
• It uses the same logic as Notification body.

Example #1

• Feeding a message field resolution
• Template id being a User Request attribute solution of type Text, the field message will be formatted as a multi-lines text
• Template value is a combination of free text and 2 others fields: resolution_code and public_log
• solution, resolution_code and public_log do not have to be modified recently, for the message field to be sent
• The field used for the format does not have to be part of the template.
• Note the use of $this→text(public_log)$ to force the log to be in text format without html tags.

<field id="resolution" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByTemplate">
      <template id="solution" _delta="redefine"><![CDATA[Resolution code: $this->label(resolution_code)$ ($this->resolution_code$)
Last log entry: $this->text(public_log)$]]></template>
</field>

Example #2

• Feeding an html field with the last entry of two logs
• Template id being a User Request attribute description of type HTML, the field message will be formatted as an HTML
• Template value uses now html tags for generating multi-lines entry

<field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByTemplate">
     <template id="description"><![CDATA[<h3>Private:</h3>$this->head_html(private_log)$<br><h3>Public:</h3><p>$this->head_html(public_log)</p>]]></template>
</field>

Example #3

   <field id="private_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByTemplate">
     <template id="private_log"><![CDATA[Information related to the requestor: <br/>
       <li> Requestor: $this-&gt;caller_id_friendlyname$</li>
       <li> Organization: $this-&gt;org_name$</li>
       <li> Rank: $this-&gt;caller_rank$</li>
       <li> Location: $this-&gt;location_friendlyname$</li>
       <li> Mail:  $this-&gt;caller_id-&gt;email$</li>
       <li> Phone: $this-&gt;caller_phone$</li>
       <li> Mobil phone: $this-&gt;caller_id-&gt;mobile_phone$</li>
       <br/><br/>Agent private caselog: $this-&gt;html(private_log)$]]>
    </template>
  </field>

Events are generated when sending and receiving messages.

After an incoming message is processed. This event is sent on the remote application.

• 'object' The remote application used by this message (CEXRemoteApplication)
• 'operation' Received operation name (string)
• 'synchronized_object' The synchronized object (DBObject)
• 'message' Received message (Combodo\iTop\Extension\CEXSDK\Incoming\Message\CEXIncomingMessage)
• 'response' The response data sent to the remote (array)
• 'debug_info' Debug string (string)

• CEXRemoteApplication

• EVENT_CEX_AFTER_INCOMING_MESSAGE

After an outgoing scenario response is processed. This event is sent on the remote application.

• 'object' The remote application used by this message (CEXRemoteApplication)
• 'synchronized_object' The synchronized object (DBObject)
• 'message' The message used to communicate with the remote (CEXSendMessageTask)
• 'response' The response received from the remote (array)
• 'debug_info' Debug string (string)

• CEXRemoteApplication

• EVENT_CEX_AFTER_OUTGOING_MESSAGE

Q: On my Remote Application, when it tries to connect I receive an error message:

Failed to establish the connection: The rest service replied with a wrong format: '<!DOCTYPE html> <html lang="en"> <head>     <meta charset="utf-8">

A: Check the url to the remote application.
If it's an iTop, you're getting the login page instead of the rest.php service, this happen for eg if your iTop url ends with /pages/UI.php, it should not, remove all that part.

Q: My mapping by OQL does not work also I am sure the query tag is correct?
A: Be sure that also the fallback_query is correct, because the CEX ckecks always booth queries, regardless if the fallback is not needed.

If your queries uses placeholders such as :remote→field_name and the remote_field is not present in the received message, then the mapping will fail.

If you want to purge Case Exchange data there are several tables to clean up. Some actions can be done directly in iTop because volumes are not too high. Some may require sql delete commands

CEXLocalToRemoteObject

This object contains all relationships between the local object (a ticket for instance) and the remote related one. This object is used to identify if an object i link to a remote one. It is used to dispay the “chain” icon when you display the detail of an object.

The following SQL command display the count of relationships by remote application

SELECT remoteapplication_id,COUNT(*) FROM  cex_localtoremoteobject GROUP BY remoteapplication_id

To purge those data you can make it either in iTop by searching CEXLocalToRemoteObject and delete them or using the following SQL commande:

DELETE FROM cex_localtoremoteobject WHERE remoteapplication_id = x;

CEXSendMessageTask

The object CEXSendMessageTask contains case exchange operation order sent to the remote application. Informations are store in the MySQL database in the following tables

• priv_async_task
• priv_async_queue
• cex_message
• from cex_message_add_att
• cex_message_del_att
• from cex_message_object

If you want to purge those message you can use the following sql command and ajust them using date criteria (created,planned,started) on the table priv_async_task for instance It is important to know that those message are removed once they had been managed successfully

DELETE t.* FROM priv_async_task AS t
JOIN priv_async_queue AS q ON t.id=q.id
JOIN cex_message AS m ON q.id =m.id;
 
DELETE q.* FROM priv_async_queue AS q
JOIN cex_message AS m ON q.id =m.id;
 
DELETE FROM cex_message ;
DELETE FROM cex_message_add_att;
DELETE FROM cex_message_del_att;
DELETE FROM cex_message_object;

CEXRemoteApplication

The CEXRemoteApplication describes the external application with which your iTop exchange data. Information are stored in the following tables

• cex_remoteapplication
• cex_remoteitopfile
• cex_remoteitophttp
• cex_central_satellite_itophttp

It is recommanded to delete them in iTop Console

CEXEvent

This object contains all the case exchange sent and receive between your iTop and the remote applications. By default there is no automated task that purge them.

Data are stored in the following MySQL tables:

• priv_event
• priv_event_cex

If you want to purge those data you can use the following SQL command

DELETE e.* FROM priv_event AS e JOIN priv_event_cex AS cex ON e.id = cex.id;
DELETE FROM priv_event_cex;

You can use the “date” attribute on the table priv_event to limit the element to suppress

CEX Trigger

There is one trigger that can be configured for managing case exchange errors : Trigger (on case exchange error) It is recommended to suppress them in the iTop console

<module_design id="case-exchange" _delta="must_exist">
  <remote_applications>
    <remote_application id="DefaultCEXRemoteiTop" xsi:type="CEXRemoteiTop" _delta="define">
      <global>
        <inbound>
          <operations>
            <operation id="itop-message/hand-shake" xsi:type="Combodo\iTop\Extension\CEXiTop\Service\CEXIncomingMessageHandShake"/>
            <operation id="itop-message/add-attachment" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\AddAttachment"/>
            <operation id="itop-message/del-attachment" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\DelAttachment"/>
          </operations>
        </inbound>
      </global>
      <synchronized_classes>
        <synchronized_class id="UserRequest">
          <inbound>
            <global_mapping>
              <object_attributes>
                <!-- How the local synchronized object attributes are mapped from the received message fields -->
                <attribute id="agent_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Person WHERE email=:remote->agent_id AND email != '']]></query>
                  <args>
                    <arg id="remote->agent_id">
                      <remote_field id="agent_id"/>
                      <description>Agent email</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Person WHERE email=:remote->caller_id AND email != '']]></query>
                  <fallback_query><![CDATA[SELECT Person WHERE email='claude.monet@demo.com']]></fallback_query>
                  <args>
                    <arg id="remote->caller_id">
                      <remote_field id="caller_id"/>
                      <description>Caller email</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">description</attribute>
                <attribute id="escalation_flag" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">escalation_flag</attribute>
                <attribute id="escalation_reason" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">escalation_reason</attribute>
                <attribute id="impact" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByMatrix">
                  <remote_field id="impact"/>
                  <description>Impact value: 1, 2 or 3</description>
                  <values>
                    <value id="1">3</value>
                    <value id="2">2</value>
                    <value id="3">1</value>
                  </values>
                </attribute>
                <attribute id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Organization WHERE name=:remote->org_id]]></query>
                  <args>
                    <arg id="remote->org_id">
                      <remote_field id="org_id"/>
                      <description>Organization name</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="origin" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">
                  <remote_field id="origin"/>
                  <description>call origin (phone,...)</description>
                </attribute>
                <attribute id="parent_request_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT UserRequest WHERE remote_ref=:remote->parent_request_id AND remote_ref != '']]></query>
                  <args>
                    <arg id="remote->parent_request_id">
                      <remote_field id="parent_request_id"/>
                      <description>Parent ticket reference</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="pending_reason" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">pending_reason</attribute>
                <attribute id="private_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">private_log</attribute>
                <attribute id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">public_log</attribute>
                <attribute id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">ref</attribute>
                <attribute id="request_type" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">request_type</attribute>
                <attribute id="resolution_code" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">resolution_code</attribute>
                <attribute id="service_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Service WHERE name=:remote->service_id]]></query>
                  <args>
                    <arg id="remote->service_id">
                      <remote_field id="service_id"/>
                      <description>Service name</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="servicesubcategory_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT ServiceSubcategory WHERE name=:remote->servicesubcategory_id]]></query>
                  <args>
                    <arg id="remote->servicesubcategory_id">
                      <remote_field id="servicesubcategory_id"/>
                      <description>Service sub-category name</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="solution" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">solution</attribute>
                <attribute id="team_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Team WHERE name=:remote->team_id]]></query>
                  <args>
                    <arg id="remote->team_id">
                      <remote_field id="team_id"/>
                      <description>Team name</description>
                    </arg>
                  </args>
                </attribute>
                <attribute id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">title</attribute>
                <attribute id="urgency" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByMatrix">
                  <remote_field id="urgency"/>
                  <description>Urgency level: 1 to 4</description>
                  <values>
                    <value id="1">1</value>
                    <value id="2">2</value>
                    <value id="3">3</value>
                    <value id="4">4</value>
                  </values>
                </attribute>
                <attribute id="user_satisfaction" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">user_satisfaction</attribute>
                <attribute id="user_comment" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">user_comment</attribute>
              </object_attributes>
              <link_attributes>
                <!-- How the local to remote link attributes are mapped from the received message fields -->
                <attribute id="source_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">source_key</attribute>
                <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">source_fname</attribute>
                <attribute id="source_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByConstant">UserRequest</attribute>
              </link_attributes>
              <remote_fields>
                <!-- How the fields for the response to the remote system are mapped from the local synchronized object -->
                <field id="agent_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Person WHERE id=:object->agent_id]]></query>
                  <attribute_code id="email"/>
                  <default_value>NULL</default_value>
                </field>
                <field id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Person WHERE id=:object->caller_id]]></query>
                  <attribute_code id="email"/>
                  <default_value>NULL</default_value>
                </field>
                <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">description</field>
                <field id="escalation_flag" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">escalation_flag</field>
                <field id="escalation_reason" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">escalation_reason</field>
                <field id="impact" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">impact</field>
                <field id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">org_id_friendlyname</field>
                <field id="origin" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByConstant">remote_itop</field>
                <field id="parent_request_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">parent_request_ref</field>
                <field id="pending_reason" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">pending_reason</field>
                <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByModifiedObjectAttributes">
                  <modified_attributes>
                    <modified_attribute id="public_log">$this->head_html(public_log)$</modified_attribute>
                  </modified_attributes>
                </field>
                <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                <field id="request_type" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">request_type</field>
                <field id="resolution_code" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">resolution_code</field>
                <field id="service_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">service_id_friendlyname</field>
                <field id="servicesubcategory_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">servicesubcategory_id_friendlyname</field>
                <field id="solution" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">solution</field>
                <field id="team_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">team_id_friendlyname</field>
                <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">title</field>
                <field id="urgency" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">urgency</field>
                <field id="user_satisfaction" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">user_satisfaction</field>
                <field id="user_comment" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">user_comment</field>
              </remote_fields>
            </global_mapping>
            <error_response>
              <remote_fields>
                <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
              </remote_fields>
            </error_response>
            <operations>
              <operation id="itop-message/create-userrequest" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject">
                <message_operation>create</message_operation>
                <request>
                  <link_attributes>
                    <attribute id="source_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="source_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </link_attributes>
                  <object_attributes>
                    <attribute id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="origin" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="service_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="servicesubcategory_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="request_type" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="impact" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="urgency" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="parent_request_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </object_attributes>
                </request>
                <response>
                  <remote_fields>
                    <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <field id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">id</field>
                    <field id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                    <field id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByConstant">UserRequest</field>
                  </remote_fields>
                </response>
              </operation>
              <operation id="itop-message/update-userrequest" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject">
                <message_operation>update</message_operation>
                <request>
                  <link_attributes>
                    <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </link_attributes>
                  <object_attributes>
                    <attribute id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </object_attributes>
                </request>
                <response>
                  <remote_fields>
                    <field id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">caller_id_friendlyname</field>
                    <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">description</field>
                    <field id="impact" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">impact</field>
                    <field id="origin" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">origin</field>
                    <field id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">org_id_friendlyname</field>
                    <field id="parent_request_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">parent_request_ref</field>
                    <field id="priority" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">priority</field>
                    <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                    <field id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">remote_ref</field>
                    <field id="service_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">service_id_friendlyname</field>
                    <field id="servicesubcategory_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">servicesubcategory_id_friendlyname</field>
                    <field id="team_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">team_id_friendlyname</field>
                    <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">title</field>
                    <field id="urgency" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">urgency</field>
                  </remote_fields>
                </response>
              </operation>
              <operation id="itop-message/ev_autoreassign-userrequest" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject">
                <message_operation>apply_stimulus</message_operation>
                <stimulus>ev_autoreassign</stimulus>
                <request>
                  <link_attributes>
                    <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </link_attributes>
                  <object_attributes>
                    <attribute id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="resolution_code" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="solution" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </object_attributes>
                </request>
                <response>
                  <remote_fields>
                    <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                  </remote_fields>
                </response>
              </operation>
              <operation id="itop-message/ev_autopending_remote-userrequest" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject">
                <message_operation>apply_stimulus</message_operation>
                <stimulus>ev_autopending_remote</stimulus>
                <request>
                  <link_attributes>
                    <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </link_attributes>
                  <object_attributes>
                    <attribute id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    <attribute id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </object_attributes>
                </request>
                <response>
                  <remote_fields>
                    <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                  </remote_fields>
                </response>
              </operation>
              <operation id="itop-message/ev_reopen-userrequest" xsi:type="Combodo\iTop\Extension\CEXSDK\Incoming\Message\CreateOrUpdateObject">
                <message_operation>apply_stimulus</message_operation>
                <stimulus>ev_reopen</stimulus>
                <request>
                  <link_attributes>
                    <attribute id="source_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </link_attributes>
                  <object_attributes>
                    <attribute id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                  </object_attributes>
                </request>
                <response>
                  <remote_fields>
                    <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                  </remote_fields>
                </response>
              </operation>
            </operations>
          </inbound>
          <outbound>
            <remote_application_selector xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\RemoteApplicationSelector\SelectorByOQL"><![CDATA[SELECT CEXRemoteiTop WHERE org_id=:object->org_id]]></remote_application_selector>
            <global_mapping>
              <object_attributes>
                <!-- How the local synchronized object attributes are mapped from the received message fields -->
                <attribute id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">ref</attribute>
              </object_attributes>
              <link_attributes>
                <!-- How the local to remote link attributes are mapped from the received message fields -->
                <attribute id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">target_key</attribute>
                <attribute id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">target_fname</attribute>
                <attribute id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByRemoteField">target_class</attribute>
              </link_attributes>
              <remote_fields>
                <!-- How the fields to be sent in the request are mapped from the local object -->
                <field id="agent_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Person WHERE id=:object->agent_id]]></query>
                  <attribute_code id="email"/>
                  <default_value>NULL</default_value>
                </field>
                <field id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByOQL">
                  <query><![CDATA[SELECT Person WHERE id=:object->caller_id]]></query>
                  <attribute_code id="email"/>
                  <default_value>NULL</default_value>
                </field>
                <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">description</field>
                <field id="escalation_flag" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">escalation_flag</field>
                <field id="escalation_reason" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">escalation_reason</field>
                <field id="impact" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">impact</field>
                <field id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">org_id_friendlyname</field>
                <field id="origin" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByConstant">remote_itop</field>
                <field id="parent_request_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">parent_request_ref</field>
                <field id="pending_reason" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">pending_reason</field>
                <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByModifiedObjectAttributes">
                  <modified_attributes>
                    <modified_attribute id="public_log">$this->head_html(public_log)$</modified_attribute>
                  </modified_attributes>
                </field>
                <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">ref</field>
                <field id="request_type" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">request_type</field>
                <field id="resolution_code" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">resolution_code</field>
                <field id="service_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">service_id_friendlyname</field>
                <field id="servicesubcategory_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">servicesubcategory_id_friendlyname</field>
                <field id="solution" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">solution</field>
                <field id="team_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">team_id_friendlyname</field>
                <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">title</field>
                <field id="urgency" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">urgency</field>
                <field id="user_satisfaction" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">user_satisfaction</field>
                <field id="user_comment" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\ByObjectAttribute">user_comment</field>
              </remote_fields>
            </global_mapping>
            <attachment>
              <add_attachment_message xsi:type="CEXSDKHTTPMessageAddAttachment">
                <message_operation>itop-message/add-attachment</message_operation>
                <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                <http_headers>
                  <http_header>Content-Type:multipart/form-data</http_header>
                </http_headers>
              </add_attachment_message>
              <del_attachment_message xsi:type="CEXSDKHTTPMessageDelAttachment">
                <message_operation>itop-message/del-attachment</message_operation>
                <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                <http_headers>
                  <http_header>Content-Type:multipart/form-data</http_header>
                </http_headers>
              </del_attachment_message>
            </attachment>
            <scenario_operations>
              <scenario_operation id="other_ev_pending_remote" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\EnteringState">
                <conditions>
                  <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\EnteringState">
                    <remote_must_exist>true</remote_must_exist>
                    <entering_states>
                      <entering_state id="pending_remote">
                        <previous_states>
                          <previous_state>assigned</previous_state>
                          <previous_state>escalated_ttr</previous_state>
                        </previous_states>
                      </entering_state>
                    </entering_states>
                  </condition> 
                </conditions>
                <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                  <message_operation>itop-message/ev_reopen-userrequest</message_operation>
                  <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                  <http_headers>
                    <http_header>Content-Type: application/json</http_header>
                  </http_headers>
                  <request>
                    <remote_fields>
                      <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </remote_fields>
                  </request>
                  <response>
                    <object_attributes>
                      <attribute id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </object_attributes>
                    <link_attributes>
                      <attribute id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <attribute id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <attribute id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </link_attributes>
                    <remote_status>
                      <error_field>code</error_field>
                      <ok_values>
                        <ok_value>0</ok_value>
                      </ok_values>
                      <error_message_field>message</error_message_field>
                    </remote_status>
                  </response>
                  <handover>false</handover>
                </message>
              </scenario_operation>
              <scenario_operation id="first_ev_pending_remote" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\Create">
                <conditions>
                <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\EnteringState">
                  <entering_states>
                    <entering_state id="pending_remote">
                      <previous_states>
                        <previous_state>assigned</previous_state>
                        <previous_state>escalated_ttr</previous_state>
                      </previous_states>
                    </entering_state>
                  </entering_states>
                </condition>
                </conditions>
                <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                  <message_operation>itop-message/create-userrequest</message_operation>
                  <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                  <http_headers>
                    <http_header>Content-Type: application/json</http_header>
                  </http_headers>
                  <request>
                    <remote_fields>
                      <field id="ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="org_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="caller_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="origin" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="service_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="servicesubcategory_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="request_type" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="impact" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="urgency" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="parent_request_id" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </remote_fields>
                  </request>
                  <response>
                    <object_attributes>
                      <attribute id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </object_attributes>
                    <link_attributes>
                      <attribute id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <attribute id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <attribute id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </link_attributes>
                    <remote_status>
                      <error_field>code</error_field>
                      <ok_values>
                        <ok_value>0</ok_value>
                      </ok_values>
                      <error_message_field>message</error_message_field>
                    </remote_status>
                  </response>
                  <handover>false</handover>
                </message>
              </scenario_operation>
              <scenario_operation id="update" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\Update">
                <conditions>
                <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\ModifiedAttributes">
                  <remote_must_exist>true</remote_must_exist>
                  <in_states>
                    <state>new</state>
                    <state>assigned</state>
                    <state>pending_remote</state>
                    <state>resolved</state>
                  </in_states>
                  <modified_attributes>
                    <modified_attribute id="public_log"/>
                  </modified_attributes>
                </condition>
                </conditions>
                <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                  <message_operation>itop-message/update-userrequest</message_operation>
                  <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                  <http_headers>
                    <http_header>Content-Type: application/json</http_header>
                  </http_headers>
                  <request>
                    <remote_fields>
                      <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </remote_fields>
                  </request>
                  <response>
                    <object_attributes>
                      <attribute id="remote_ref" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </object_attributes>
                    <link_attributes>
                      <attribute id="target_key" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <attribute id="target_fname" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <attribute id="target_class" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </link_attributes>
                    <remote_status>
                      <error_field>code</error_field>
                      <ok_values>
                        <ok_value>0</ok_value>
                      </ok_values>
                      <error_message_field>message</error_message_field>
                    </remote_status>
                  </response>
                  <handover>false</handover>
                </message>
              </scenario_operation>
              <scenario_operation id="ev_resolve" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\EnteringState">
                <conditions>
                <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\EnteringState">
                  <remote_must_exist>true</remote_must_exist>
                  <remote_is_slave>false</remote_is_slave>
                  <entering_states>
                    <entering_state id="resolved">
                      <previous_states>
                        <previous_state>new</previous_state>
                        <previous_state>approved</previous_state>
                        <previous_state>dispatched</previous_state>
                        <previous_state>escalated_ttr</previous_state>
                        <previous_state>assigned</previous_state>
                        <previous_state>pending</previous_state>
                        <previous_state>redispatched</previous_state>
                      </previous_states>
                    </entering_state>
                  </entering_states>
                </condition>
                </conditions>
                <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                  <message_operation>itop-message/ev_autoreassign-userrequest</message_operation>
                  <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                  <http_headers>
                    <http_header>Content-Type: application/json</http_header>
                  </http_headers>
                  <request>
                    <remote_fields>
                      <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="resolution_code" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="solution" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </remote_fields>
                  </request>
                  <response>
                    <remote_status>
                      <error_field>code</error_field>
                      <ok_values>
                        <ok_value>0</ok_value>
                      </ok_values>
                      <error_message_field>message</error_message_field>
                    </remote_status>
                  </response>
                  <handover>false</handover>
                </message>
              </scenario_operation>
              <scenario_operation id="ev_reopen" xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Operation\EnteringState">
                <conditions>
                <condition xsi:type="Combodo\iTop\Extension\CEXSDK\Outgoing\Scenario\Condition\EnteringState">
                  <remote_must_exist>true</remote_must_exist>
                  <remote_is_slave>no</remote_is_slave>
                  <entering_states>
                    <entering_state id="assigned">
                      <previous_states>
                        <previous_state>resolved</previous_state>
                      </previous_states>
                    </entering_state>
                  </entering_states>
                </condition>
                </conditions>
                <message xsi:type="CEXSDKHTTPMessageCreateOrUpdateObject">
                  <message_operation>itop-message/ev_autopending_remote-userrequest</message_operation>
                  <http_url>/pages/exec.php?exec_module=combodo-cex-itop&amp;exec_page=rest.php</http_url>
                  <http_headers>
                    <http_header>Content-Type: application/json</http_header>
                  </http_headers>
                  <request>
                    <remote_fields>
                      <field id="title" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="description" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                      <field id="public_log" xsi:type="Combodo\iTop\Extension\CEXSDK\Mapping\GlobalMapping"/>
                    </remote_fields>
                  </request>
                  <response>
                    <remote_status>
                      <error_field>code</error_field>
                      <ok_values>
                        <ok_value>0</ok_value>
                      </ok_values>
                      <error_message_field>message</error_message_field>
                    </remote_status>
                  </response>
                  <handover>false</handover>
                </message>
              </scenario_operation>
            </scenario_operations>
          </outbound>
        </synchronized_class>
      </synchronized_classes>
    </remote_application>
  </remote_applications>
</module_design>