DDE server

Integration with external Windows applications is achieved using the DDE server functionality of the ITSMA Service Management 32-bit Windows client.

Applications that implement the Microsoft Windows DDE server permit external applications to get and set data, as well as execute commands. Typical use of get and set is to inspect and change data that is part of a document. For example, Excel allows the contents of spreadsheet cells to be read and written. Use the DDE execute facility to issue commands such as File > Save. There is little standardization between DDE server applications either in capabilities offered or the formatting of the commands sent over the DDE link.

DDE clients contact DDE servers using an application and topic name. The application name must be unique on the machine and the topic is typically the name of a document or the “Actions” topic.

Implementation - system events

System events permit ITSMA Service Management to react to events on client platforms external to the ITSMA Service Management system. System events are an arbitrary set of events that are sent to and from either RAD or the RTE. They are used to start new RAD applications.

DDE server implementation provides the DDE execute facility. ITSMA Service Management’s DDE service name is "HP_Service_Manager" and the topic name is "Actions". The DDE execute facility initiates ITSMA Service Management system events.

For example, the CTI implementation creates a system event to start a RAD application when the phone rings to handle the call. RAD programs written to extract the system event parameters and act upon them handle system events. With the DDE server functionality, an external application such as Excel, Access, or Delphi, connects to ITSMA Service Management using application ITSMA Service Management and topic Actions to trigger system events.