Introduction to Web Services in Service Manager

The published out-of-box ITIL®-based processes for Web Services are:

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Configuration Management
  • Change Management
  • Service Catalog
  • Service Level Management

Note Table-based Web services are still available in Service Manager when needed. Each Web Service application can have a “different view” of the defined services, but the underneath logical flow is still controlled by same Service Manager applications. To avoid validation failure, make sure all the required fields are always exposed.

To publish a Service Manager Web Service, you create one extaccess record per table that you want to publish in that service. Each Web Service application can have a different view of the defined services but the underneath logical flow is still controlled by same Service Manager applications. To avoid validation failure, make sure all the required fields are always exposed on all extaccess records for the table. To add or modify an extaccess record:

Click Tailoring > Web Services > Web Service Configuration.

For SOAP, you may need the allowwsdlretrieval parameter in the sm.ini to be able to view Service Manager WSDL.

Caution Changes to a specific extaccess record affect any client that is currently consuming the Web Service created by that record. If you modify this configuration, be sure to test all other applications that consume the same Web Service and address possible issues immediately. To avoid issues stemming from different applications using the same Web Service, create a unique extaccess record for each Web Service application, so that each application has a unique Web Service to consume. A single table can be represented in multiple extaccess records.