--- title: "ITSM" slug: "itsm-v7sp5" updated: 2025-04-23T11:24:18Z published: 2025-04-23T11:24:18Z canonical: "help.symphonysummitai.com/itsm-v7sp5" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # 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: ![SA configuration pages(1)](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SA%20configuration%20pages(1).gif?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) > [!NOTE] > Note > > Currently, Service Automation integrates only with the SUMMIT ITSM/APEX Tool. Users may add multiple products in the future. ## Navigation To view the main Service Automation application page, perform the following steps: 1. Navigate to **Admin > Advanced > Automation > Orchestration**. OR Navigate to **Orchestration > User >Orchestration**. 2. Click the left hamburger icon to access all the options from the **MENU**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/main navig screen.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: Service Automation - Landing page with menu options ## 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.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-W672FW41.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: ITSM option 2. ITSM page is displayed with the integrated ITSM application details. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-309GOIY0.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: ITSM page in Tile View ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-K7CI3E4D.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: ITSM page in List View ****SUMMIT**** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-U3S2KPLQ.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: ITSM Configurations page - SUMMIT product > [!NOTE] > 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**** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-YJF1H9IL.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: ITSM Configurations page - JIRA product The following image displays the segments on ITSM Configurations page: ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-6XETDWPJ.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1681118828706.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: API- Validate | | **HEADERS** | | Key | Enter the desired key if required for the API configuration. | | Value | Specify the value of the entered key. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1681119061842.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) 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 | | --- | --- | | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-VEYXW2TL.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) | 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-450H58I5.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) Figure: Edit Columns pop-up > [!NOTE] > Note > > As there are no columns in **Tile View**, you cannot utilize the **Edit Columns** options in this view. > > ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-DALWBBWU.png?sv=2026-02-06&spr=https&st=2026-11-11T14%3A20%3A29Z&se=2026-11-11T15%3A20%3A29Z&sr=c&sp=r&sig=rIbbze1hP7RfUAULxtfF8sRADSoRl%2BYn6TkX0DakL64%3D) |