Apex is a new predictive and generative AI-based Enterprise Service Management (ESM) platform to turbocharge productivity, simplify work, and create delightful experiences for end users, IT teams, and executives.
Apex delivers responsive, effective, and efficient ESM capabilities with a lightweight architecture to roll out new services and resolve service requests up to 50% faster using generative AI.
Curious to learn more about Apex, refer to Apex Documentation Site.
The latest Service Automation V7SP4 enables integration with Apex which involves a few configuration procedures. Let's dig in and understand in detail.
Figure: Integration with Apex
I. Install Service Automation V8 to integrate with Apex
To integrate Service Automation V8 and Apex, perform the following steps:
In IIS, create an application/virtual directory for UI. Name it OrchestrationUI.
In IIS, create an application/virtual directory for API. Name it Summit.API.Orchestration.
Update DB connection string in API.
Update Apex users' details to Service Automation users' table.
Update Product name from SUMMIT to SUMMITNTP
i. In table ORC_ITSMSettings
II. Service Automation API ConfigAccess Service Automation UI URL and log in to the portal.
Install and configure Event Listener Service and Execution Service.
II. Service Automation navigation and configuration on Apex
Service Automation configuration on Apex requires Application, Service Portal, and a Widget. Perform required changes in Service Portal and Widget.
To configure Service Portal and Widget to integrate Service Automation with Apex, perform the following steps:
III. Configurations in Service Automation application
ITSM requires an update to the Apex API Base URL. Additionally, the Data Source should be configured to retrieve Domain, Tenant, and Users, with a corresponding update to the field mapping for these elements under Field Mapping.
Note
Configuring Domain API is mandatory, whereas Tenant and Users are optional.
Navigate to Menu > Integrations > Manage Integrations > ITSM.
On the ITSM Configurations page, specify the API base URL in Base URL field and validate.
Figure: ITSM Configurations page
Navigate to Menu > Integrations > Manage Integrations > Data Sources.
Specify Apex API URL, Method Type, Headers, and Payload to fetch Domain, Tenant, and Caller.
Figure: Data Sources
Navigate to Menu > Integrations > Manage Integrations > Field Mapping.
In the General module, update the data source name and the fields for domain and perform the Response Mapping as shown below.
Update Proxy IP Mapping.