About the Configure Operation View

App Portal 2021 R1

You open the Configure Operation view by clicking on an operation name in the ServiceNow, Remedy, or other ITSM system operation list. For example, the following is the Configure Operation view for the Create Remedy Incident operation:

Configure Operation View for Create Remedy Incident Operation

The Configure Operation view has two sections: the operation settings and the parameter settings.

About the Operation Settings
About the Parameter Settings

About the Operation Settings

The operation settings, which are listed at the top of the Configure Operation view, identify the operation’s name, associate an operation and operation type that exists in the ITSM system, and specifies the expected value that will be returned to App Portal when this operation is executed.

Operation Settings on the Configure Operation View



Enter a descriptive name

Name of the operation assigned by App Portal.

Select operation

Identifies the operation in the ServiceNow or Remedy system.

For example, ServiceNow uses the insert operation to create incidents.

Select operation type

Identifies the type of operation in the ServiceNow or Remedy system.

For example, the ServiceNow insert operation has a operation type of CREATE.

Select Return Field Mapping

Identifies the return value for this operation.

When an ITSM incident is created, App Portal expects an incident ID to be returned. In the case of the Create ServiceNow Incident operation, the return value is a strongly typed object, which means that it consists of several primitive types: sys_id and number. Because sys_id represents the incident number, you would select sys_id from this list. App Portal will store the returned sys_id as a variable: Record ID.

If the return value is a primitive type object, which means that it only consists of one parameter, select Any Return Value from this list.

About the Parameter Settings

For each parameter in the Configure Fields table, the following information is listed::

Properties in the Configure Fields Table




Name of the parameter in the ITSM system. There are two types of parameters:

Strongly typed object—Parameter (or class) consisting of multiple primitive types or subparameters. For example, a parameter named FullName could consist of two subparameters: FirstName and LastName. A strongly typed object is displayed with a gray background, and each of its subparameters has a white background.
Primitive object—Parameter that has only one value, such as an integer (10), a decimal (10.0), or a string (text).


Identifies the data type of the parameter, such as System_String, or System_Boolean.


If a value is entered in this field, that value is sent to the ITSM system. If the field is blank, the ITSM will assign this parameter its default value.

Default Value

Used to provide a value to send to the ITSM system if no valid value was returned by App Portal.

For example, supposed that the parameter is department and the valid values are IT, Engineering, Administration, or QA. If the catalog item triggering the ServiceNow incident did not have a department specified, then App Portal would send to ServiceNow the default value (such as None).

Valid Values

For some parameters, valid values are listed in this column. For example, the Reported_Source parameter for the Create Remedy Incident operation lists the following valid values listed below. Because the valid values are listed here, it makes it easy for you to select one and copy it to the Default Value column.


The Configure Fields table lists all of the parameters associated with the selected ITSM system operation. However, App Portal only interacts with a portion of these parameters: those that relate to create, read, update, or delete tasks.

App Portal automatically defines mandatory parameters—App Portal automatically defines parameters that are either mandatory for performing the operation or are descriptive. For each of these defined parameters, App Portal will gather data and pass it on to the ITSM system. App Portal variables will be replaced with incident-specific values at run time.
App Portal does not define optional parameters—App Portal does not automatically define optional parameters. For those parameters that are not configured in App Portal, it is assumed that the ITSM system will insert its default value into that field when the incident is created.
Variables are used in strings—Note that App Portal variables are used in parameters with a type of “string”, and those variables will be replaced with incident-specific values at run time. The variables are used customize these notations to refer to a specific App Portal catalog item request. These notations will be displayed in both App Portal and in the ITSM system.
All incidents will use the same parameters—Every incident that is created in the ITSM system will use the same data values, with the exception of the fact that variables are resolved at run time.

For example, for the Create ServiceNow Incident operation, App Portal defined the following parameters:

Defined Parameters for the Create ServiceNow Incident Operation






New incident created by App Portal


Request for Catalog Item ##PackageTitle## was submitted in App Portal by ##FullName## for Device ##MachineName##










Request for ##PackageTitle## was submitted in App Portal.





Configuring Additional Parameters

You may choose to define additional parameters in the Configure Fields table. If you want to pass a value for one of the initially undefined parameters to the ITSM system, you need to determine what the valid values are for that parameter in the ITSM system, and then enter the value that you would like to pass into the Value column for that parameter on the Configure Operation view.