Adding and Configuring New Operations

If you connect to an ITSM system other than ServiceNow or Remedy, you will have to create all of the required operations manually. To create an new operation, perform the following steps:

To create a new operation:

1.

On the Admin tab, select Site Management > ITSM Integration. The ITSM Integration view opens, listing the available services of the connected systems.

If you have added a connection to another ITSM system, it will be listed here.

2.

Click on the System Name of the connection to your new ITSM system. A list of the operations defined for the selected service opens, if any.

3.

Click Add Operation. The Configure Operation view opens.

4.

In the top part of this screen, define the following properties:

Property	Description
Enter a descriptive name	Enter a name to identify this new operation.
Select operation	From this list, select the operation that the ITSM system uses to perform the desired operation.
Select operation type	From this list, select the operation type of the operation selected in the Select operation list.
Select Return Field Mapping	Select the return value for this operation. • If the return value is a strongly typed object, which means that it consists of several primitive types, select the primitive type that would identify this record in App Portal. • 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.

5.

In the Configure Fields table, add and configure all of the parameters required for this operation (defined in the ITSM system documentation), as described in About the Parameter Settings.

6.

Click Save to save to create the operation.