Service Manager Connection Package
This package integrates a Self Help project providing a set of procedures or end points, to exchange information with Service Manager.
- End points enable business users to search, create, modify and delete objects in Service Manager.
- They are based on the methods of the REST API Service Manager.
- They can only be used by parent procedures located in any other Self Help project within the domain.
See Advanced package use.
The package is shipped in a compressed folder that you must import to a Self Help domain.
- Once installed, the file explorer of the Desktop Studio in edit mode displays a set of global objects, low level procedures and termination points grouped together by business object: Assets, Employees, Tickets etc.
Notes
- You can use the connection package with all the Self Help projects.
- The package itself can not be used. End points are called by parent procedures using an alias. See the list of end points.
- Each end point has input / output parameters. See Advanced package use.
- The name of the connection package archive indicates the date and the environment.
example EV|Integration|SM 201908|UAP
Connection package composition
(1): Global objects used to configure the connection package. See the procedure.
(2): Low level procedures used by end points to exchange information with Service Manager.
(3): Help and configuration test procedures, as well as several use cases featuring end points. This folder can be imported and used separately by any other project in the same domain.
(4): All folders by business object (Actions, Assets, CI etc.) grouping end points used to exchange information with Service Manager parent procedures located in any other project in the domain. Each folder has a Toolbox subfolder containing advanced business procedure methods that can be used without any configuration.
List of connection package end points
Actions
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| Update an action | updateAction | See the method |
Input / Output parameters |
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| Finish an action attached to a ticket | finishAction | See the method |
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| View a list of actions | listActions | See the method |
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| Toolbox | ||||||
| Get the list of actions to validate by an employee | actionsToValidateByEmployee | (advanced method) | Input / Output parameters |
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| Get the list of actions of an employee attached to an email | getActionsbyEmail | (advanced method) | ||||
Assets
Note: The Assets term includes equipment, licenses, contracts.
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| Create an asset | createAsset | See the method |
Input / Output parameters |
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| Update an asset | updateAsset | See the method |
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| View all the attributes of an asset | getAssetCharacteristics | See the method |
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| View all the attributes of a list of assets | listAssetsCaracteristics | See the method |
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| View an asset | getAsset | See the method |
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| View a list of assets | listAssets | See the method |
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| Toolbox | ||||||
| Search for assets | searchAssets | (advanced method) | Input / Output parameters |
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| Search for assets by name or tag | SearchAssetsByNameOrTags | (advanced method) | ||||
| Get list of assets for an employee | listAssetsEmployee | (advanced method) | ||||
Configuration items (CIs)
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| Create a CI | createCI | See the method |
Input / Output parameters |
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| Update a CI | updateCI | See the method |
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| View a CI | getCI | See the method |
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| View a list of CIs | listCIs | See the method |
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| Toolbox | ||||||
| Search for CIs | searchCIs | (advanced method) | Input / Output parameters |
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| Get the list of CIs for an employee | getEmployeeCIByEmployeeID | (advanced method) | ||||
Employees
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| Create an employee | createEmployee | See the method |
Input / Output parameters |
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| Update an employee | updateEmployee | See the method |
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| View an employee | getEmployee | See the method |
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| View a list of employees | listEmployees | See the method |
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| Toolbox | ||||||
| Search for employees | searchEmployees | (advanced method) | Input / Output parameters |
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| Search for employees by email or name | searchEmployeeByEmailOrName | (advanced method) | ||||
| Get the list of employees for a department | getEmployeesByDepartment | (advanced method) | ||||
| View an employee attached to an ID | getEmployeeByID | (advanced method) | ||||
Departments
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| View a department | getDepartment | See the method |
Input / Output parameters |
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| View a list of departments | listDepartements | See the method |
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| Toolbox | ||||||
| Search for departments | searchDepartments | (advanced method) | Input / Output parameters |
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Known errors
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| View a known error | getKnownError | See the method |
Input / Output parameters |
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| View a list of known errors | listKnownErrors | See the method |
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| Toolbox | ||||||
| Search for known errors | searchKnownErrors | (advanced method) | Input / Output parameters |
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Locations
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| View a location | getLocation | See the method |
Input / Output parameters |
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| View a list of locations | listLocations | See the method |
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| Toolbox | ||||||
| Search for locations | searchLocations | (advanced method) | Input / Output parameters |
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Manufacturers
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| View a manufacturer | getManufacturer | See the method |
Input / Output parameters |
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| View a list of manufacturers | listManufacturers | See the method |
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| Toolbox | ||||||
| Seach for manufacturers | searchManufacturers | (advanced method) | Input / Output parameters |
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Problems
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| View a problem | getProblems | See the method |
Input / Output parameters |
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| View a list of problems | listProblems | See the method |
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| Toolbox | ||||||
| Search for problems | searchProblems | (advanced method) | Input / Output parameters |
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Internal query
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| Internal query | InternalQuery | See the method |
Input / Output parameters |
SLA
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| View a SLA | getSla | See the method |
Input / Output parameters |
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| View a list of SLAs | listSlas | See the method |
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| Toolbox | ||||||
| Search for SLAs | searchSlas | (advanced method) | Input / Output parameters |
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Tickets
Note: The Tickets term includes incidents, service requests, change requests, investment requests.
| Procedure | Alias | REST documentation | Advanced usage | |||
|---|---|---|---|---|---|---|
| Attach a document to a ticket | uploadDocuments | See the method |
Input / Output parameters |
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| Create a ticket | createTicket | See the method |
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| Create an action attached to a ticket | createActionLinkToTicket | See the method |
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| Create a task for a ticket | createTaskLinkToTicket | See the method |
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| Update a ticket | updateTicket | See the method |
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| Restart a ticket | restartTicket | See the method |
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| Suspend a ticket | suspendTicket | See the method |
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| Close a ticket | closeTicket | See the method |
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| View the justification (comment) of a ticket | getComment | See the method |
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| View a ticket | getTicket | See the method |
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| View a list of tickets | listTickets | See the method |
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| Toolbox | ||||||
| Search for tickets | searchTickets | (advanced method) | Input / Output parameters |
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| View the list of tickets of an asset | listTicketsAsset | (advanced method) | ||||
| View the list of tickets of an employee | listTicketsEmployee | (advanced method) | ||||
| View the ticket attached to an ID | getTicketByNumber | (advanced method) | ||||
| Get the list of tickets attached to an email | getTicketsbyEmail | (advanced method) | ||||
Procedures
How to install the Service Manager connection package
Step 1: Install the connection package
1. Download the file below to your workstation.
2. Go to the Desktop Studio in edit mode and import the file into a domain.
A new Service Manager project is created. All procedures are automatically added to the tree structure.
Step 2: Configure the connection package
See the procedure.
Step 3: Test the connection package
1. Copy the Examples and Help folder into the dedicated project.
2. Run a few procedures to make sure they work correctly.
How to configure the Service Manager connection package
1. Enter all the parameters of the oSetup variable indicated below, which are required to call the REST API Service Manager.
auth: Object containing all the information required for authentication.
- login(): Account used for authentication for REST API calls.
See How to define a dedicated user for the REST API.
- password(): Password associated to the account.
- type: Type of authentication (Basic, OAuth, etc.).
isActive: Indicates if integration into the project library is required (value true), or not (value false).
url: Object containing all server parameters.
- account: Segment of URL for the account of the instance to integrate.
- Default value: account 50005 - Sandbox.
- api: Segment of URL for the API of the instance to integrate.
- segment: Segments of URL for business objects.
- Each segment is a pre-configured text.
- server: Segment of URL for the server to integrate.
- version: Segment of URL for the API version of the instance to integrate.
Use case
How to create a ticket in Service Manager
See the detailed procedure: Use of the Create a ticket endpoint.
How to attach a document to a Service Manager ticket
See the detailed procedure: Use of the Attach a document to a ticket endpoint.
How to display a list of the members belonging to a Service Manager group
See the detailed procedure: Use of the Internal query endpoint.
List of files to download
- . See the procedure for the installation.
- PDF files for the use cases: