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 SUMMIT ITSM/APEX Tool. Users may add multiple products in the future.

View ITSM

ITSM page provides information on the integrated ITSM tool, including the tool's URL and API details.

To view ITSM page, perform the following steps:

1. From the left MENU, select Integrations > Manage Integrations > ITSM.

   

   Figure: ITSM option
   

2.  ITSM page is displayed with the integrated ITSM application details.

   

   Figure: ITSM page in Tile View

   

   Figure: ITSM page in List View

SUMMIT

Figure: ITSM Configurations page - SUMMIT 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

JIRA

Figure: ITSM Configurations page - JIRA product

The following image displays the segments on ITSM Configurations page:

Figure: ITSM Configurations page

Field Description

This table contains the list of fields and their descriptions available on the ITSM Configurations page: 

Field	Description
PRODUCT
Name	Displays the ITSM product name integrated with Service Automation.
Description	Specify the product description of ITSM product.
API
Base URL *	A base URL can be entered to define the Application Programming Interface (API) that will fetch the data for events, incidents, and service requests from the product/customer application. Specify the API URL of the selected ITSM product to get access to pull or push the data. A Validate button is available to check the API base URL specified on the screen which validates the URL and updates the status. Figure: API- Validate
HEADERS
Key	Enter the desired key if required for the API configuration.
Value	Specify the value of the entered key. Figure: Headers - Key and Value Multiple headers can be configured by using the "+" icon.

Actions

Let’s understand each action icon present on the ITSM page in detail.

Icon

Action

Edit Columns feature allows you to customize the columns displayed on the list page according to your preferences. With this option, you can: Select Columns: Choose which columns you want to display. Reorder Columns: Drag and drop columns to rearrange their display order. Remove Columns: Click the Delete icon to remove columns you no longer wish to see. Figure: Edit Columns pop-up Note As there are no columns in Tile View, you cannot utilize the Edit Columns options in this view.