Zapier Integration

Last modified on 2023/11/21 17:03
Contents

IntegrationIntroduction

You can integrate third-party systems with Service Manager in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service.

This document describes an integration process that has already been implemented in a customer context. 

To find out more about this integration (e.g. scripts to be used), please do not hesitate to contact your EasyVista contact, or your service provider and integrator.

Integration Summary

Zapier enables the simple integration and connection of web applications to automate actions. The tool uses a mechanism based on preset workflows, avoiding in particular the need to write code, create software interfaces and study the APIs of supported web applications.

This integration enables you to perform actions in both Service Manager and a third-party service using Zapier. You can do this in two ways.

  •  Perform actions in a third-party service from a Service Manager workflow/business rule. Open url.png See Integration Process 1.

    example 

    • In Service Manager, creation of an incident via a standard ticket management workflow or business rule ==>  Creation of a new incident in Jira Software.
    • In Service Manager, approval of an SAP-related change request via a change management workflow ==>  Creation of a new card in Trello, with the change request number as its name.
  • Perform actions in Service Manager from a third-party service. Open url.png See Integration Process 2.

    example  In Trello, creation of a new card for a new training course in the HR catalog ==>  Creation of a new New Training Analysis change request in Service Manager, with the description of the Trello card.

     
Integration Data Feed (direction) Authentication Type Integration Connector Options

Favicon EasyVista - 32.png Service Manager

Up and Down arrow.png

Logo Icon - Zapier.png

 Depending on the third-party service used

(Zapier takeover authentication)

EV Integration connector icon - Workflow.png    Workflow

EV Integration connector icon - Business rule.png    Business rule

Webhooks icon.png    Webhooks (by Zapier)
Available versions
SaaS On Premise
Service Manager Check icon.png Check icon.png
Third-party product Check icon.png N/A

Zapier - Definitions

          Open url.png See Zapier documentation.

  • An integration between 2 applications is called a zap and may be configured in just a few minutes.
  • A zap is made up of a main trigger and one or more actions or searches defining other triggers.
     

example  The receipt of an email in Outlook inbox generates:

  • Copying of the attachment to the Dropbox account;
  • Sending a Slack alert telling a new file is available in the Dropbox account;
  • Sending a text message.

Prerequisites

  • You must have at least one Zapier account. If you don't, please use the form for creating a Zapier account.
  • You must be logged into the Zapier account you want to use to carry out a zap and a new integration with Service Manager.

Step-by-step Integration Process

Integration process 1: From Service Manager to a third-party service

example

  • Creation of a zap: Integration between Service Manager and Trello.
  • Main trigger in Service Manager: Validation of a change in a workflow step.
  • Action carried out in Trello: Creation of a new Trello card describing the change requested.

Step 1: Initialize the zap.

1. Click on Make a Zap.

2. Name the zap.

example  EVSM_CHANGE WKFW (NORMAL): Create a Trello card

 

Step 2: Configure the trigger of Service Manager.

Step 2.1: In Zapier, initialize the configuration.

1. Configure the trigger by following the steps on the Trigger / 1. Set up this step panel.
         Trigger - 1 Set up this step.png
 

  • Name the trigger via Edit icon.png Rename Step.

    example  Validation of New EVSM Change

  • Choose App step:
    • Click on the Webhooks Webhooks icon.png icon in the right window (Built-in apps category).
    • Or enter the word Webhooks into the search bar then click on Webhooks icon.png.
  • Choose Trigger step:
    • Select the Catch Hook option.
    • Click on Save + Continue.

2. Store the webhook URL, useful for the REST Zapier configuration in Service Manager.

  • Click on Continue.
  • Copy the URI provided by Zapier.

    example  https://hooks.zapier.com/hooks/catch/799810/mtmjbz/

    Zapier - Webhook copy.png

3. Finalize the trigger coniguration by running successively steps below 2.2 and 2.3.
 

Step 2.2: In Service Manager, create a Zapier REST action.

Note: The REST Zapier action uses the webhook previously created in Zapier (step 2.1).

    Open url.png See the procedure How to configure a REST action type for a new service.

1. Go to the menu Administration > REST > Connexions.

2. Create a connection to the Zapier service.
         Create new connection.png

  • Connection Name: Zapier to the third-party service.
  • Authentication Method: None.
  • Service Name: Zapier service.
    The URL of the Zapier service will automatically appear.
  • {id} parameter: Copy and paste the code after catch of the URL provided by Zapier you stored in your text editor when initializing the trigger (step 2.1).

    example  You should keep only the text displayed in yellow below.

    https://hooks.zapier.com/hooks/catch/799810/mtmjbz/

3. Create a new resource for the Zapier service that allows an action creation in the third-party service.
         Create new resource.png

  • Label: Name of the resource.
  • Service Name : Zapier service.
  • Connection Name : Zapier to the third-party service.
  • Resource URI: ID of the new resource. Copy and paste the value at the end of the URL provided by Zapier you stored in your text editor when initializing the trigger (step 2.1).

    example  You should keep only the text displayed in yellow below.

    https://hooks.zapier.com/hooks/catch/799810/mtmjbz

4. Use the new resource related to the Zapier service in a process REST action.

  • Open the workflow or the business rule-related process you want.
    • Workflow: References > Other references > Workflow (Operation / Transition)
    • Business rule: Administration > Business Rules > Related Processes
  • Click and drag the new resource from the REST Actions category to the graphic editor of the process.
    A new step will be added to the process.
  • Double-click to define the properties of the new step.
             Create new process step.png
     

Step 2.3: In Zapier, finalize the Service Manager trigger configuration.

Note: The Zapier webhook must be used at least once in a Service Manager process.

1. In Service Manager, execute the process created at the step 2.2.
The Zapier webhook will be initialized via the REST Zapier action execution.

2. In Zapier, click on OK, I did this (step Test this Step).
The Service Manager trigger will be configured in Zapier.
         Zapier - Activate zap.png
 

Step 3: Configure the action to carry out in the third-party service.

1. Configure the action to carry out in the third-party service by following the steps on the Action / 2. Set up this step panel.
         Action - 1 Set up this step.png

  • Name the action to carry out via Edit icon.png Rename Step.

    example  Trello card creation (Normal Change)

  • Choose App step: Click on the third-party service icon you want to carry out the action.

    example  Trello icon.png Trello

  • Choose Action step:
    • Select the action to carry out.

      example  Create Card action

    • Click on Save + Continue.
  • Choose Account step:
    • Select an existing account or connect to a new one.
    • Click on Save + Continue.
       
  • Set Up Template step: Configure the options according to your needs.

    Note: To use values of Service Manager fields (e.g.: rfc_number, description) and assign them in JIRA, the Zapier webhook must be used at least once. For this to happen, execute the Zapier REST action via a Service Manager process.

    example  Example Trello - Process1 - Set Up Template.png

2. Test the action configuration (Test this Step step) via Create + Continue.
The Test Successful! message must be displayed.

Note: You may add a Send Email (via Gmail) action type to send an email to the account of your choosing.

 

Step 4: Activate the zap.

1. Click on Finish.

2. Activate the new zap via Your Zap is on.

Integration process 2: From a third-party service to Service Manager

example

  • Creation of a zap: Integration between Trello and Service Manager.
  • Main trigger in Trello: Creation of a new card.
  • Action carried out in Service Manager: Creation of a service request.

Step 1: Initialize the zap.

1. Click on Make a Zap.

2. Name the zap.

example  EVSM - Creation of service request from creation of Trello card

 

Step 2: Configure the trigger in the third-party service.

1. Configure the trigger by following the steps on the Trigger / 1. Set up this step panel.
         Trigger - 1 Set up this step.png
 

  • Name the trigger via Edit icon.png Rename Step.

    example  New Trello card

  • Choose App step: Click on the third-party service icon that triggers the event.

    example  Trello icon.png Trello

  • Choose Trigger step:
    • Select the trigger in the third-party service.

      example  Create Card action

    • Click on Save + Continue.
  • Choose Account step:
    • Select an existing account or connect to a new one.
    • Click on Save + Continue.
  • Set Up Options step: Configure the options according to your needs.

    example  Example Trello - Process2 - Set Up Options.png

Step 3: Configure the action to carry out in Service Manager.

1. Configure the action to carry out in Service Manager by following the steps on the panel Action / 2. Set up this step.
         Action - 1 Set up this step.png

  • Name the action to carry out via Edit icon.png Rename Step.

    example  Create EVSM request

  • Choose App step:
    • Click on the Webhooks Webhooks icon.png icon in the right window (Built-in apps category).
    • Or enter the word Webhooks into the search bar then click on Webhooks icon.png.
  • Choose Action step:
    • Select the Custom Request option.
    • Click on Save + Continue.
  • Set Up Template step:
    • Configure the options allowing to carry out the action in Service Manager according to your needs.
    • Click on Save + Continue.

example  Create a service request in Service Manager (with the corresponding catalog code)

  • Data option: Request body in JSON format (for the Service Manager REST API call). Note: In the example, the urgency_id is not mandatory. By default, it is the level of urgency reported in the catalog that is applied.
  • Unflatten option: Value no.
  • Basic Auth option: Use a Service Manager platform account authorized to make REST requests (API REST parameter checked in its profile).
  • Headers option: content-type and application/json paired values.

          Example Service Manager - Process2 - Set Up Template 1.png
         Example Service Manager - Process2 - Set Up Template 2.png

2. Test the action configuration (Test this Step step) via Create + Continue
The Test Successful! message must be displayed if successful.

Note: You may add a Send Email (via Gmail) action type to send an email to the account of your choosing.

 

Step 4: Activate the zap.

1. Click on Finish.

1. Activate the new zap via Your Zap is on.

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