Creating Cloud Catalog Items to Request Box, Office 365, and Salesforce Access Using ITSM System

App Portal 2020 R1

Rather than using the out-of-the-box catalog items to directly request a Box, Office 365, or Salesforce account from the vendor, you can set up a cloud catalog item to generate a request in an ITSM system for account creation in Box, Office 365, or Salesforce.

To create a cloud catalog item to request Box, Office 365, or Salesforce access using an ITSM system:

1. Create a new cloud catalog item, as described in Creating a Cloud Catalog Item. Select Others on the Cloud Account Type panel of the New Catalog Item Wizard.
2. Open the Actions tab of the cloud catalog item’s Catalog Item Properties dialog box.
3. Select the On Submit node in the Current Events and Actions tree.
4. From the Select a service and Select a method or command lists, select one of the following sets of options:

ITSM System

Select a service

Select a method or command

BMC Remedy

Remedy - Create Request Management Service

Create Remedy Service Request for Cloud

ServiceNow

ServiceNow - Create Request Management Service

Create ServiceNow Request for Cloud
5. Click Save.

Passing Cloud Variables to the ITSM System

When you use an ITSM system to request account creation in a cloud application, App Portal uses the ##Cloud_Variables## variable to pass all the attached cloud variables with the catalog item to the ITSM system.

ServiceNow

For ServiceNow, cloud variables get resolved in the description field of the insert suboperation of the Create ServiceNow Request for Cloud operation.

ServiceNow: “description” Field of the “insert” Suboperation

Remedy

For Remedy, cloud variables get resolved in the Details field of the Request_Submit_Service suboperation of the Create Remedy Service Request for Cloud operation.

BMC Remedy: “Details” Field of the “Request_Submit_Service” Suboperation

App Portal / App Broker 2020 R1 Administration Guide

August 2020

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