Connecting to ServiceNow or BMC Remedy and Creating Default Operations

To integrate App Portal with Service Now or BMC Remedy, you first need to open the Site Management > Settings > ServiceNow Integration or 3rd-Party Integration tab and provide the URLs to the relevant web services along with the credentials required to create incidents on these systems.

To connect to ServiceNow or BMD Remedy:

1.

On the Admin tab, open the Site Management > Settings > ServiceNow Integration view:

Or, for BMC Remedy, open the 3rd-Party Integration view:

2.

Do one of the following:

•

In the ServiceNow Instance URL field, enter the URL to your instance of ServiceNow.

•

In the Remedy Instance Url field, enter the URL to your instance of the Remedy web service.

3.

Enter the User Name and Password to your ITSM system. The account used to connect must have access to invoke web methods in the respective ITSM system.

4.

Click Test to test the connection to the ITSM system.

5.

Next, click the Create Default Operations button for your ITSM system. This prompts App Portal to connect to the default incident management APIs, extract web methods and their parameters, and create the default web service operations. When App Portal is complete, the following message appears:

Default ServiceNow/Remedy Operations created successfully. Please click ITSM Integration node to view the list of systems and operations.

The following web methods are created:

ITSM System	Service	Operations
ServiceNow	Incident Management Service	• Create ServiceNow Incident • Delete Existing ServiceNow Incident • Get Existing ServiceNow Incident Status • Update Existing ServiceNow Incident
	Request Management Service	• Create ServiceNow Request • Create ServiceNow Request for Cloud • Get Existing ServiceNow Request Status • Update ServiceNow Request
Remedy	Create Incident Management Service	• Create Remedy Incident
	Incident Status Management Service Wrapper	• Get Existing Remedy Incident Status
	Query Incident Management Service	• Update Existing Remedy Incident

Note:When you click Create Default Operations, App Portal imports all web services. If you then modify one of the web services (as described in About ITSM Operations) and click Create Default Operations again, App Portal will not overwrite the already-imported (and edited) web service. It will only import new web services or web services that were deleted.

6.

Click Save to save your entries.

At this point, ITSM integration is complete. However, you may choose to customize/configure these operations for your organization, as described in Configuring Operations in the App Portal / App Broker Administration Guide. For more information on these default operations, see About ITSM Operations.