Service Automation Configuration Guide

Updated
  • Updated on May 8, 2026
  • Published on May 8, 2026
  • 3 minute(s) read
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Installation Overview

This guide provides step-by-step instructions to configure Service Automation in Apex 2.0.

Prerequisites

This section describes the prerequisites of Apex Service Automation.

  • Apex Application with the Service Automation License.

Configuring and Providing Access to Service Automation

Pre-Configuration Steps

If Apex is enabled with Service Automation then, perform the following steps:

  1. Enable new Service Automation in Apex and update Role Template.

    Perform the following steps to enable Service Automation in Apex and update the Role Template:
    a. Add the following key in the AppSettings section of the Web.Config file:
    <add key="App:OrchestrationEnabled" value="true" />

    As this key will be available by default make sure it is True.
    b. If above key is modified ,logout and login to Apex application
    c. Select workspace as Admin then navigate to Users > Role Template.

  2. Select Service Automation module and enable Edit/View for the menus

    For more information, refer to Configure Role Template.

  3. Following are Service Automation Keys to specify SA API URL , token and RabbitMQ details.
    Update these values if it is not configured.

Sl No

For What

Where to add

File 

Section

Key Details

Remarks

1

To Enable the new Service Automation

Apex - Web

Web.Config

AppSettings


<add 

key="App:Orchestratio 

nEnabled" value="true"

/>


Apex - Mobile App

Web.Config

AppSettings


Apex - Jobs

ServerMonitor.exe.config

AppSettings


Apex - Proxy

Summit_ProxyServer.exe.config

AppSettings


2

To connect with the Service Automation API from Apex

Apex - Web


Web.Config

AppSettings

<add key="ServiceUrl:Orchestration" value="" />

Specify the Service Automation API Base URL, without  "/" at the end.

3 

To display the Service Automation execution details in IM/SR/WO

Apex - Web

Web.Config

AppSettings

<add key="App:OrchestrationToken" value=""/>

Specify the token generated using "account/generatet oken" API for a specific Service Automation User Id or token specified in the Proxy configuration.

4

To connect with the 

RabbitMQ

Apex - Web

Web.Config

ConnectionStrings

<add 

name="RabbitConnector" connectionString="amq p://username:password @hostname:5672/" />

Create a new credentials for the RabbitMQ and specify in the key. Supports encrypted Connection String.

Apex - Mobile App

Web.Config

ConnectionStrings

Apex - Jobs

ServerMonitor.exe.config


ConnectionStrings

Apex - Proxy

Summit_ProxyServer.exe.config

ConnectionStrings

5

To display the Service Automation UI


Apex - Web

Web.Config

<system.webServer>

<staticContent>


<remove fileExtension=".woff2"/>

<mimeMapfileExtension=".woff2"

mimeType="application/font-woff2" />

Check this tag under system.webserver-static content. If it does not exist, then add it.

6

To enable API trigger

Service Automation API

Prod.Config

ConnectionStrings

<addname="RabbitConnector"

connectionString="amqp://guest:guest

@localhost:5672/"/>


  1. Export Apex Users to Service Automation DB.

    Perform the following steps to export Apex Users to Service Automation.
    This step is optional as users auto sync is enabled from this version

    1. Log in to Apex application.

    2. Navigate to Admin > Infrastructure > Custom Scheduler.

    3. Create new custom scheduler job.

    4. Job option is “Export Apex Users to Orchestration DB”.

    5. Ensure that Job had run and users with Service Automation access are exported to the Service Automation table.

9. Install the Service Automation Proxy
Install the Service Automation Proxy. For more information, see Apex Service Automation Proxy Installation Guide.

Note

This step is done in Customer Environment.

Configure Service Automation

To configure Service Automation, perform the following steps:

  1. Login to the Apex application.

  2. Select Workspace as SA then navigate to Integrations > ITSM.

  1. Click the Apex Product Name grid to view the ITSM Configurations page of Apex product.
    For example, http://localhost/Summit_WS/REST/Summit_RESTWCF.svc

Note

Replace “http://localhost/Summit_WS“ with the actual installed URL in the above URL.

  1. Modify the API Base URL if not valid and click VALIDATE to validate the API and then click SAVE.

    If there is change in URL and its valid , button "Update Base URL" will be visible. Click on this to update base URL for all data sources.

    Note

    If this is done next step is optional.

Figure: ITSM 

  1. Navigate to Integrations > Data Sources.

  2. Select Data Source from the list. Update the highlighted part with the base URL configured in ITSM.
    This has to be done for all the Data Sources.

    In the URL, this part has to be updated with the URL configured in the previous screen.
    http://localhost/summitws/REST/Summit_RESTWCF.svc/

Figure: Data Source

Note

Ensure that you do not delete the following text in the URL:

/RESTService/CommonWS_JsonObjCall

  1. Update the Key in the Payload with the Apex API User key for all Data Sources.

  2. Click TEST to validate the Data Source  and then click SAVE.

  3. Select Configuration > Proxy.

  4. Click the Host Name to map the Proxy IP Range.

  5. Start the Service Automation Event Listener Services and Execution Service.

  6. Configure the Skills and Workflows.

  7. Log Incidents or Service Requests or Work Orders.

  8. Ensure that the Service Automation information is displayed in the Orchestration tab of an Incident or Service Request or Work Order.