ITSM Integration
App Portal 2020 R1
App Portal includes out-of-the-box integration, via web services, with both ServiceNow and BMC Remedy IT Service Management (ITSM) systems. You can also use App Portal’s built-in reusable framework to integrate with other ITSM systems.
You manage ITSM integration on the ITSM Integration view, which is opened by selecting Site Management > ITSM Integration.
ITSM Integration View
For additional information see the following topics:
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Topic |
Description |
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Connecting to ServiceNow or BMC Remedy and Creating Default Operations |
Explains how to connect to your ServiceNow or Remedy instance on the Site Management > Settings > ServiceNow or 3rd-Party Integration view, and how to create default operations. |
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Explains how to edit the properties of an existing ITSM web service. |
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App Portal only interacts with a portion of the parameters of each operation: parameters that relate to create, read, update, or delete tasks. Therefore, App Portal automatically defines the parameters associated with those tasks. This section explains how you can, if desired, edit those parameters or define new parameters on the Configure Operation view, which lists all of the parameters associated with the selected operation. |
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In order for a catalog item request to trigger an event in an ITSM system, you need to define ITSM-specific actions on that catalog item. This is done on the Actions tab of the Catalog Item Properties dialog box. |
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Deploying via API to Enable App Portal Approvals in an External ITSM System |
Explains how to delay deployment of a catalog item until a response from the ITSM system would trigger the deployment via App Portal’s API. |
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Explains how to display App Portal within the ServiceNow user interface. |
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Explains how to integrate with an ITSM system other than ServiceNow or Remedy. |
App Portal / App Broker 2020 R1 Administration GuideAugust 2020 |