In order for a catalog item request to trigger an event in an ITSM system, you need to define ITSM-specific actions. These ITSM actions can be specified both on a global level or on a specific catalog item:
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Global level—Open the Site Management > Commands & Actions > Request Commands view and add the ITSM action to an event. If the ITSM action is defined here, it will apply to all catalog items.
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Catalog item level—Open the Actions tab of the Catalog Item Properties dialog box and add the ITSM action to an event. If the ITSM action is defined here, it will apply to only this specific catalog item.
You can select any of the actions in the Current Events and Actions column and then associate an ITSM action to it. In the following example, an ITSM-related action has been associated with the On Submit, On Cancel, and On Check Status events. Upon the submission of a request containing this catalog item, a Create ServiceNow Incident action will be triggered:
ITSM-Related Actions on a Catalog Item
To add an ITSM action, perform the following steps.
To add an ITSM action to a catalog item:
1.
Do one of the following:
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Open the Actions tab of the catalog item’s Catalog Item Properties dialog box.
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Open the Site Management > Commands and Actions > Request Commands view.
The Actions view opens.
2.
In the Current Events an Actions tree, select the event that you want to add an action to.
For example, if you want to trigger the creation of an incident in the ITSM system when catalog items are submitted in a request, select On Submit.
3.
From the Select a service list, select the name of the ITSM operation that you want to trigger. For example, you could select Create ServiceNow Incident.
4.
[If applicable] From the Add a status list, select one of the following statuses to indicate the status that the request will be assigned after this action is performed:
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Default Status
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Completed
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In Progress
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Warning
5.
The Map return field list will be pre-selected based upon the action and operation that you picked.
6.
[If applicable] In the Map return value field, enter the value that you want to match, such as when you are adding an action to an On Check Status event. In this instance, you would want to take some action depending upon what value is returned from the ITSM system. For example, if the Map return value is set to True, then you want App Portal to trigger the action you select.
7.
[If applicable] From the Map action to trigger list, select one of the following three actions that you want App Portal to trigger if the return value from the ITSM system matches the value entered in the Map return value field:
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Execute Operation
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Initiate Deployment
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Cancel App Portal Request
Note:The Initiate Deployment action could be used if you want to perform the approval process in the external ITSM system, not in App Portal. As soon as App Portal received notification of the approval in ITSM, deployment could be triggered. For more information on setting this up, see Deploying via API to Enable App Portal Approvals in an External ITSM System.
8.
Click Add to add the action.
About the On Check Status Event
The On Check Status event exists specifically for use in ITSM integration. If this event is associated with an action, App Portal will periodically monitor the ITSM system for a particular status. The moment that App Portal detects that the selected status has been reached, an additional action can be taken. For example, if a status of Approved is reached in a ServiceNow incident, App Portal could then trigger the deployment of the software.
