Important: For the newest version of this integration, please see Integration ID #408
This integration helps improve the incident management process by leveraging the strength of linking OO flows in SM Knowledge articles and enabling their execution, then attaching the results to the incident record. As part of the incident investigation process, access to related Knowledge articles/items (if any exist) are available. These articles are launched in the context of a specific incident. This enables the triggering of relevant OO flows whose results are attached to the incident record.
Service Manager provides a seamless integration of Operation Orchestration in Incident Management. Information regarding OO flows is stored and kept up-to-date in the "OOFlow" table through the OO released SOAP web services interface. Service Manager invokes an OO Flow via the OO RESTful web services interface when the SM user selects to execute the OO flow in the context of Incident Management. The rough execution result is saved in the incident activity log. The user can open the detailed OO report link inside the SM client and bypass the login UI of OO to view the detail information from the execution.
Documentation for this integration can be found using the following links:
|Operations Orchestration Platform|