Service Manager Connection Package


Specific to: Service Manager Oxygen 2.0 and later.

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 via parent procedures located in any other Self Help project in the domain. Open url.png See Advanced package use.
     

The package is delivered in the form of an archive to import into 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. Open url.png See the list of end points.
  • The name of the connection package archive indicates the date and the environment.
        example EV|Integration|SM 201908|UAP

Connection package composition

        Service Manager connexion package tree.png

(1): Global objects used to configure the connection package. Open url.png 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 Open url.png   See the method Open url.png   Input / Output parameters
Finish an action attached to a ticket finishAction Open url.png   See the method
View a list of actions listActions Open url.png   See the method
Toolbox
Get the list of actions to validate by an employee actionsToValidateByEmployee (advanced method) Open url.png   Input / Output parameters
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 Open url.png   See the method Open url.png   Input / Output parameters
Update an asset updateAsset Open url.png   See the method
View an asset getAsset Open url.png   See the method
View a list of assets listAssets Open url.png   See the method
Toolbox
Search for assets searchAssets (advanced method) Open url.png   Input / Output parameters
Search for assets by name or tag SearchAssetsByNameOrTags (advanced method)
Get list of assets for an employee listAssetsEmployee (advanced method)

Configuration items(CI)

Procedure Alias REST documentation Advanced usage
Create a CI createCI Open url.png   See the method Open url.png   Input / Output parameters
Update a CI updateCI Open url.png   See the method
View a CI getCI Open url.png   See the method
View a list of CIs listCIs Open url.png   See the method
Toolbox
Search for CIs searchCIs (advanced method) Open url.png   Input / Output parameters
Get the list of CIs for an employee getEmployeeCIByEmployeeID (advanced method)

Employees

Procedure Alias REST documentation Advanced usage
Create an employee createEmployee Open url.png   See the method Open url.png   Input / Output parameters
Update an employee updateEmployee Open url.png   See the method
View an employee getEmployee Open url.png   See the method
View a list of employees listEmployees Open url.png   See the method
Toolbox
Search for employees searchEmployees (advanced method) Open url.png   Input / Output parameters
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 Open url.png   See the method Open url.png   Input / Output parameters
View a list of departments listDepartements Open url.png   See the method
Toolbox
Search for departments searchDepartments (advanced method) Open url.png   Input / Output parameters

Known errors

Procedure Alias REST documentation Advanced usage
View a known error getKnownError Open url.png   See the method Open url.png   Input / Output parameters
View a list of known errors listKnownErrors Open url.png   See the method
Toolbox
Search for known errors searchKnownErrors (advanced method) Open url.png   Input / Output parameters

Locations

Procedure Alias REST documentation Advanced usage
View a location getLocation Open url.png   See the method Open url.png   Input / Output parameters
View a list of locations listLocations Open url.png   See the method
Toolbox
Search for locations searchLocations (advanced method) Open url.png   Input / Output parameters

Manufacturers

Procedure Alias REST documentation Advanced usage
View a manufacturer getManufacturer Open url.png   See the method Open url.png   Input / Output parameters
View a list of manufacturers listManufacturers Open url.png   See the method
Toolbox
Seach for manufacturers searchManufacturers (advanced method) Open url.png   Input / Output parameters

Problems

Procedure Alias REST documentation Advanced usage
View a problem getProblems Open url.png   See the method Open url.png   Input / Output parameters
View a list of problems listProblems Open url.png   See the method
Toolbox
Search for problems searchProblems (advanced method) Open url.png   Input / Output parameters

Internal query

Procedure Alias REST documentation Advanced usage
Internal query InternalQuery Open url.png   See the method Open url.png   Input / Output parameters

SLA

Procedure Alias REST documentation Advanced usage
View a SLA getSla Open url.png   See the method Open url.png   Input / Output parameters
View a list of SLAs listSlas Open url.png   See the method
Toolbox
Search for SLAs searchSlas (advanced method) Open url.png   Input / Output parameters

Tickets

Note: The Tickets term includes incidents, service requests, change requests, investment requests.

Procedure Alias REST documentation Advanced usage
Create a ticket createTicket Open url.png   See the method Open url.png   Input / Output parameters
Create an action attached to a ticket createActionLinkToTicket Open url.png   See the method
Create a task for a ticket createTaskLinkToTicket Open url.png   See the method
Update a ticket updateTicket Open url.png   See the method
Restart a ticket restartTicket Open url.png   See the method
Suspend a ticket suspendTicket Open url.png   See the method
Close a ticket closeTicket Open url.png   See the method
Upload and attach a document to a ticket uploadDocuments Open url.png   See the method
View the justification (comment) of a ticket getComment Open url.png   See the method
View a ticket getTicket Open url.png   See the method
View a list of tickets listTickets Open url.png   See the method
Toolbox
Search for tickets searchTickets (advanced method) Open url.png   Input / Output parameters
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.
         Download icon.png  Service Manager connection package

2. Go to the Desktop Studio in edit mode and import the file into a domain.
A new Self Help Service Manager project is created. All procedures are automatically added to the tree structure.

Step 2: Configure the connection package

   Open url.png 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.

  • 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

   Open url.png See the detailed procedure.
         Use case - Create a ticket procedure.png

List of files to download

Tags:
Last modified by Unknown User on 2021/05/12 12:48
Created by Administrator XWiki on 2019/12/10 17:21

Shortcuts

Powered by XWiki ©, EasyVista 2021