Viewing ITSM Notations in App Portal and ITSM System

When App Portal is integrated with an ITSM system, notations are made in both App Portal and the ITSM system to track the progress of an incident. In the following example, a notation of the creation of an ITSM incident, with its ticket number, appears on the Notes tab of the Request Details dialog box.

Notation from ITSM System Displayed on the Notes Tab of Request Details Dialog Box

ServiceNow Example

Below is an example of a notation that is made in ServiceNow when App Portal created an incident. Note that the text that is displayed was defined in the Value field for the short_description parameter of the Create ServiceNow Incident operation.

BMC Remedy Example

Below is an example of a notation that is made in BMC Remedy when App Portal created an incident. Note that the text that is displayed was defined in the Value field for the Notes parameter of the Create Remedy Incident operation.

Notation in BMC Remedy of Incident Created by App Portal