ITSM

Organizations can improve the overall quality of IT services by streamlining IT processes and lowering costs by integrating an ITSM application with Service Automation.

This is a crucial step for the following reasons, as mentioned in below gif:

Note
Currently, Service Automation integrates only with the Apex ITSM / Apex Tool.

To view ITSM page, perform the following steps:

Navigate to SA > Integrations > ITSM.
ITSM page is displayed with the integrated ITSM application details.
Figure: ITSM page in Tile View
This page currently has Summit and Jira applications.

Actions

Following are action items on the ITSM page:

Action	Description
Configure Column	Allows administrators to customize which columns or cards are displayed on the ITSM configurations list, helping tailor the view based on preference or governance needs.
Search	Enables quick searching of ITSM configurations by name, making it easy to locate specific integrations such as Summit or Jira.
Records Per Page	Controls how many ITSM configuration entries are displayed per page, improving navigation when multiple configurations are available.

Summit

Click on the Summit Application to view the details.

Figure: ITSM Configurations page - Apex product

Note
Considering that only the Summit ITSM tool is supported, this page contains all the information by default.
Base API URL can be updated based on the environment

For more information, refer to the below Field Description:

Field	Description
Description	Displays the selected ITSM configuration name and description (for example, Summit), providing context about the integration being configured.
API-Based URL	Specifies the endpoint used to communicate with the selected ITSM system. This URL will fetch the data for events, incidents, and service requests from the product/customer application.
Key	Enter the desired key if required for the API configuration.
Validate	Verifies the connectivity and correctness of the configured Base URL and related API settings before saving the configuration.
Value	Specify the value of the entered key. Multiple headers can be configured by using the add + icon.

Actions

Following actions are performed on the ITSM configured apps page and this is common for all the apps:

Action	Function
Show List	Navigates back to the list of ITSM configurations, allowing administrators to switch between available configurations such as Summit and Jira.
Submit	Saves all the configuration and returns to ITSM page with applications.
Cancel	Discards any changes and exits the configuration page.

JIRA

The ITSM Configuration – Jira page allows administrators to configure and manage the integration between SymphonyAI Summit and Jira. This configuration enables Summit to trigger, communicate with, and exchange data with Jira projects using defined REST APIs and automation rules.

This page is one of the available ITSM configurations (the others typically include Summit), and each configuration is managed independently.

Figure: JIRA

For more information, refer to the following Field Description:

Field	Description
Name	Displays the name of the ITSM tool being configured. In this case, the selected configuration is Jira.
Description	Provides a brief overview of Jira as an IT service management platform and explains its role in supporting IT operations and service delivery.

Actions

Following actions are performed on the ITSM configured apps page and this is common for all the apps:

Action	Function
Show List	Navigates back to the list of ITSM configurations, allowing administrators to switch between available configurations such as Summit and Jira.
Cancel	Discards any changes and exits the configuration page.