--- title: "ITSM" slug: "itsm-v8" updated: 2025-07-29T09:42:04Z published: 2025-07-29T09:42:04Z canonical: "help.symphonysummitai.com/itsm-v8" --- > ## 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) > [!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 > Service Automation**. OR Navigate to **Service Automation > User > Service Automation**. 2. Click the left hamburger icon to access all the options from the **MENU**. ![Service Automation - Landing page with menu options](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/1.Menu(5).png) 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 > ITSM.** ![ITSM option](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/2. ITSM option.png) Figure: ITSM option 2. ITSM page is displayed with the integrated ITSM application details. ![ITSM page in Tile View](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/3. Tile View.png) Figure: ITSM page in Tile View ![ITSM page in List View](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/4. List View(1).png) Figure: ITSM page in List View ****SUMMIT**** ![ITSM Configurations page - SUMMIT product](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/5. ITSM Configurations page - SUMMIT product.png) 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) Figure: ITSM Configurations page - JIRA product The following image displays the segments on ITSM Configurations page: ![ITSM Configurations page](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/5. ITSM Configurations page - SUMMIT product(1).png) 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. ![API- Validate](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/7. API- Validate.png) Figure: API- Validate | | **HEADERS** | | Key | Enter the desired key if required for the API configuration. | | Value | Specify the value of the entered key. ![Headers - Key and Value](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/8. Headers - Key and Value.png) 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 Button](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/9. Edit Columns.png) | 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. ![Edit Columns pop up](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/10. Edit Columns pop up.png) 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. > > ![Note - Column editing is disabled in tile view mode](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/11. Note - Column editing is disabled.png) |