CTMS Integration

It is possible to extract ticket action information from MyRBQM using Integration API to push it into an external CTMS system (push step should be managed from a customer side).

Integration API information can be found in the Company Configuration Company Management tab:

Proposed Way of Work

DISCLAIMER: MyRBQM offers the capability to extract the necessary information for creating an action item in an external CTMS system. However, any additional integration efforts, conflict management, data storage, and other related tasks that need to be handled on the customer's side should be managed by the customer's own team.

Get Ticket Action Information

1. Get all Studies – to know Study ID
2. Get Ticket Actions from needed study-to create items in an external CTMS system.
3. Get Entities Details – to know Site or other entity credentials.
4. Get Users – to know who is assigned to an action execution.

getTicketActions will allow to extract next information:

1. MyRBQM action ID
2. Ticket action name
3. Ticket action status
4. Information from the “Action” fields
5. Related entity (level, MyRBQM ID)
6. Action designee (user or group, MyRBQM ID/group name)
7. Action modification date
8. Modifier information (system or user, MyRBQM ID/Group name)
9. Activation date
10. Next review date

NOTE: for detailed information (Required or optional field, syntaxis etc.) please refer to the Integration API Documentation.

updateTicketAction

If an action designee was updated in CTMS system, it is possible to update in designee name in MyRBQM using updateTicketAction API.

NOTE: Designee is the only field that can be updated from CTMS side. For all other fields (i.e., Action, Review Date, etc.) MyRBQM is source of truth for ICA and can be changed in MyRBQM and then imported again into CTMS.

closeTicketAction

If an action has been closed in an external CTMS system, the corresponding action in MyRBQM can be closed using the integration API closeTicketAction.

NOTE: The customer needs to decide whether the closure of Investigative Correction actions will be permitted in the user interface (UI) concurrently with the management of ICA actions in the external system.

reopenTicketAction

NOTE: This function is not available in UI.

It is possible for an action item to be reopened in an external CTMS system. In such cases, the reopenTicketAction API can be utilized to reopen the corresponding Investigative Corrective Action (ICA) in MyRBQM, as well as the parent ticket if necessary.