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Working with external systems
To perform an integration with an external system, follow these steps:
- Add an external system. For more information, see How to add an external system.
- Assign the external system to a group, using the External system field on the Groups page. This makes the group an external group. For more information, see Groups.
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Select an incident in Incident Management or a request in Service Request Management
In the General tab, under Assignment, select an external group from the drop-down list for the Service desk group or Expert group field, according to the option selected for the Current assignment field.
A new section, External Assignment, is added to the incident
How to add an external system
- From the , select Administration > Utilities > Integration > External systems.
- Click
New to open the New External system dialog box. -
Enter a System id for the external system. This is used to identify this external system and should be included in the payloads sent to Service Management.
- Enter a Description for the external system. You can describe the tool that is connected, or how the tool is used.
- Select an Authorized user from the drop-down list. This is the authorized Service Management user that is used by the external system to access Service Management.
- Click Save.
How to edit an external system
- From the , select Administration > Utilities > Integration > External systems.
- Select an external system in the left pane to display it in the center pane and click Edit on the toolbar.
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In the Details section, edit the required information:
- Enter a System id for the external system. This is used to identify this external system and should be included in the payloads sent to Service Management.
- Enter a Description for the external system. You can describe the tool that is connected, or how the tool is used.
- Select an Authorized user from the drop-down list. This is the authorized Service Management user that is used by the external system to access Service Management
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In the Outgoing Exchange Operations section, edit the required information:
- Select an endpoint from the drop-down list. Only endpoints of the type Rest ExecuterDomain-1.0 with credentials are available in the list.
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Under Incident, select Enabled for the required operations. For each operation enabled, click the parameter links and select or enter the required parameters. Alternatively, to apply a predefined configuration, click Apply configuration, select the required configuration from the drop-down list, and click Confirm.
Note
- Applying a configuration overwrites any operations configured previously.
- The Apply configuration option is relevant for the integration with Operations Manager i only.
- Click Save.
Supported operations
The following operations are supported in an integration with an external system:
| Operation | Description |
|---|---|
| Create | Create a new record in the external system. |
| Update |
Update the linked record in the external system, or create one if no linked record currently exists. Can be followed by: Accept, Close, Reopen, Cancel, Reject, or Resolve |
| Resolve |
Notify the external system that the record has been resolved in Service Management. Can be followed by: Accept, Close, Reopen, Cancel, or Reject |
| Reopen |
Notify the external system that the record has been reactivated from a resolved or closed state. Can be followed by: Accept, Close, Cancel, Reject, or Resolve |
| Close |
Notify the external system that the record has been closed in Service Management. Can be followed by: Reject or Cancel |
| Assign |
Notify the external system that it now has ownership of the record. Can be followed by: Accept, Close, Accept, Update Cancel, Reject, or Resolve |
| Accept |
Notify the external system that Service Management has taken ownership of the record. Can be followed by: Accept, Close, Assign, Update, Cancel, Reject, or Resolve |
| Reject |
Notify the external system that the link is invalid (the record should not have been opened in the external system). This will break the link between the two records. Can be followed by: Accept, Close, Cancel, or Resolve |
| Cancel |
Notify the external system that the internal record has been canceled. Can be followed by: Close, Reopen, Reject, or Resolve |
For more information about the Service Manager integration, see External systems - Service Manager integration.
For more information about the Operations Manager i integration, see External systems - Operations Manager i integration.
