Adding a New ITSM System

App Portal 2021 R1

To integrate with an ITSM system other than ServiceNow or Remedy, click Add System on the Site Management > ITSM Integration view and enter the connection information on the Configure Service view.

To add a new ITSM system:

1.

Open the Site Management > ITSM Integration view.

2.

Click Add System. The Configure Service view opens.

3.

In the Provide System name field, enter a brief name to identify this ITSM system.

4.

In the Provide descriptive name field, enter a brief description of this ITSM system. This description will be listed in the System Description column of the ITSM Integration view.

5.

From the Choose provider list, select Others.

6.

In the Provide WSDL URL, enter the URL to your instance of the ITSM system.

Important:Do not use any special characters in the URL field. The only special character that is permitted is _ (underscore). Dashes (-) and other special characters are not permitted.

7.

From the Choose authentication type list, select either Provided Credentials or Integrated to indicate the authentication type. If you chose Provided Credentials, you also need to enter a User name and Password.

8.

Click Test to test the connection to the ITSM system.

9.

Click Save to save these settings. The new ITSM system is now listed on the ITSM Integration view.