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Jitbit installation

Installation notes for the CCM Jitbit service desk, including database preparation.

Database

The SQL scripts in the sql subfolder of the Jitbit download need to be modified before use. Do not run create_db.sql. From the table scripts, run only the statements that create the application user and tables; do not run database-switching commands or commands that write to master.

Create the database

  1. In rg-servicedesk, select SQL Server → Create Database.
  2. Under Basics, set:
    • Database name: corpJitbitServiceDeskDB
    • Use SQL elastic pool: Yes
    • Elastic pool: ccmServiceDesk
    • Backup storage redundancy: Zone-redundant
  3. Under Networking, add your current client IP address. This is for Query Editor access and does not affect web app access rules.
  4. Under Security, set Microsoft Defender and Ledger to No.
  5. Under Additional settings, select No existing data and Default Collation.
  6. Create the database.

Create the tables and application user

  1. Open the database and select Query Editor.
  2. Sign in using SQL authentication. Retrieve the ccmjitbitservicedesk-server-admin credentials from Bitwarden.
  3. Run the table-creation statements from CreateTables.sql.
  4. In a new query, create the application user and assign its roles:
CREATE USER JitbitHelpDeskUser
WITH PASSWORD = '<replace-with-secret-from-Bitwarden>';

ALTER ROLE db_datawriter ADD MEMBER JitbitHelpDeskUser;
ALTER ROLE db_datareader ADD MEMBER JitbitHelpDeskUser;

App service

Create the web app

  1. Create a Web App with these settings:
    • Name: ccm-corp-jitbit-servicedesk
    • Publish: Code
    • Stack: .NET 10
    • Operating system: Linux
    • Region: Australia East
  2. Under Deployment, disable Continuous deployment and Basic authentication.
  3. Under Networking, turn Public access on and Virtual network integration off.
  4. Under Monitor, enable Application Insights and select ccmJitbitInsights. Turn Defender off.
  5. Create the web app.

Deploy the app

Extract the initial ZIP, then create a ZIP containing only the files inside the helpdesk folder. Upload that ZIP through the Deployment Centre.

Configure the database connection

In Settings → Environment Variables, create DBConnectionString. Use the database server, database name, user ID, and secret for your environment. Keep the real password in Bitwarden or the app setting; do not put it in documentation.

Server=tcp:<server>.database.windows.net,1433;Initial Catalog=<database-name>;Persist Security Info=False;User ID=JitbitHelpDeskUser;Password=<replace-with-secret>;MultipleActiveResultSets=False;Encrypt=True;TrustServerCertificate=False;Connection Timeout=60;

The timeout is set to 60 seconds to allow for the database waking from a cost-saving idle state.

In Settings → Configuration → Stack Settings, select .NET 10 and set the startup command to dotnet HelpDesk.dll.

Snipe-IT API integration

Asset notes are recorded as activities. Retrieve them with the Snipe-IT activity endpoint:

$activityUri = 'https://asset.manage.ccmschools.edu.au/api/v1/reports/activity?item_type=asset&item_id=581&action_type=note%20added'
Invoke-RestMethod -Method Get -Headers $headerSIT -Uri $activityUri

The note content is available in the note property. Helpdesk URLs can be recorded in this way.

Jitbit automation

When a ticket's Level 1 custom field changes to Devices & Equipment, configure Jitbit to send a webhook containing the ticket ID to the Azure Runbook.

Azure Runbook

The runbook should:

  1. Retrieve the ticket ID from the webhook.
  2. Construct the ticket URL.
  3. Connect to Jitbit and retrieve any assets linked to the ticket.
  4. Connect to Snipe-IT and retrieve notes on those assets.
  5. Add the ticket URL as an asset note if no existing note references it.