Specify Service Manager as an external system in Service Anywhere

To enable the Case Exchange integration with Service Anywhere, you also need to specify Service Manager as an external system in the Service Anywhere environment.

To do this, follow these steps:

1. Log in to Service Anywhere as a system administrator.
2. Click My Dashboards.
3. From the main menu, navigate to Administration > Utilities and then click Integration.
4. Select the External Systems tab, and then click New.

5. On the external system details page, provide information as described in the following table.

   Field	Value
   System id	SM Note This is the default value that is defined in the CaseExchangeSM_SAW integration template in Service Manager. To verify this value (&system=SM), locate the Query string on the Inbound tab of the Integration Instance Parameters page of this integration template. For more information, see Add and enable an integration instance and Integration Instance Parameters – Inbound. If you have customized the Query string, be sure to enter a value that is consistent with your customized Query string.
   Description	A short description that identifies the Service Manager system
   Authorized user	Select your login account from the list of user accounts.

6. Click Save.
7. Create an Assignment Group for Service Manager.
   1. From the main menu, navigate to Administration > Master Data, and then click People.
   2. Click the Groups tab at the top of the page.
   3. Click New.

   4. On the new group page, provide information as described in the following table.

      Field	Value
      Name	Enter Central IT as the name for the group. Note This is a mandatory field.
      User principal name	Enter Central IT for this field. Note This field is mandatory and must be unique.
      Group type	Select Organizational.
      Email	(Optional) Enter an email address for the group.
      Owner	(Optional) Open the drop-down search window and search for the required person.

      Note If you want incidents to be pulled by Service Manager, the Assignment Group must be Central IT. Additionally, when a new incident is created, the title, description, impact, urgency, service, category, service desk group, and assignment group fields in the Service Anywhere Incident form must be completed.

   5. Click Save.

      The new group is added to the list of groups.

8. Click the Central IT group from the list and then make the following edits.
   1. In the External system field, select SM.
   2. Locate the System use definitions section, and add the following group roles in the Group roles field: Incident Analyst, Incident Coordinator, Incident Manager, and Incident Process Owner.
   3. Click Save to save the group.