Configuring ITSM Integration

App Portal 2021 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.

Information about ITSM integration is organized in the following topics:

• About ITSM Integration
• Connecting to ServiceNow or BMC Remedy and Creating Default Operations
• Editing ITSM Services
• Configuring Operations
• Setting ITSM Actions on Catalog Items
• Deploying via API to Enable App Portal Approvals in an External ITSM System
• Integrating With the ServiceNow User Interface
• Integrating With Another ITSM System
• Accessing Custom Attributes Obtained from a Custom SQL Sync Query in an ITSM System

Note:You can also use App Broker to integrate App Portal’s app store features with the ServiceNow service catalog interface. Like App Portal, App Broker is a universal enterprise app store for desktop, mobile, and cloud applications that enables IT to maintain license compliance while providing automated software delivery. But, instead of using the App Portal end user interface, employees request software directly in the ServiceNow self-service portal. For more information, see Using App Broker for ServiceNow .

Note:You can also use App Broker for ServiceNow or App Broker for BMC to integrate App Portal’s app store features with the ServiceNow or BMC MyIT service catalog interfaces. When you integrate ServiceNow or BMC MyIT with App Broker, instead of using the App Portal end user interface, employees request software directly in the ITSM system’s self-service portal. For more information, see Using App Broker for ServiceNow and Using App Broker for BMC .