About 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.
When integration is set up, whenever specified actions occur in App Portal (such as when a request is submitted), tickets in the attached ITSM system can be automatically opened or closed, or the status of a ticket can be reported on. Notations of these actions are recorded in both App Portal and the ITSM system.
By integrating App Portal with your ITSM system, you are unifying your app store with your service desk. This enables you to leverage your established ITSM approval workflows and procedures. It also enables you to present to your employees a common portal for all service requests, a single place to request both applications and IT services. This encourages easier adoption and eliminates the need for additional training.
You can also embed the App Portal interface within the ServiceNow interface, giving your users an even more integrated experience.
Integrating with ServiceNow or Remedy involves the following steps:
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Task |
Description |
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Connecting to ServiceNow or BMC Remedy and Creating Default Operations |
You first enter the connection information to your ServiceNow or Remedy instance on the Site Management > Settings > ServiceNow Integration or 3rd-Party Integration view. After you enter connection information to ServiceNow or Remedy, click the Create Default Operations button to instruct App Portal to connect to the ITSM system and obtain all of the ITSM system’s exposed web services. |
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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. However, if desired, you can 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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When App Portal creates default operations for ServiceNow or Remedy, it creates all operations necessary for a typical integration with an ITSM system. However, if desired, you can add and configure additional operations. |
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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. |
You can also integrate with another ITSM system and manually add and configure default operations, as described in Integrating With Another ITSM System.
App Portal / App Broker 2020 R1 Administration GuideAugust 2020 |