Framework for Integrating ITSM Tools to ITOPs

 

 

How to integrate a new ITSM Tool?

 

1. Create a Wrapper service exposing 3 APIs – for fetching a ticket, updating a ticket and retrieving a ticket. The APIs should adhere to the contract given in API Contracts.

2. Master/Project Configuration
   
   Master Configuration
   Edit the Master Configuration to add ITSM specific fields needed for connecting to the new ITSM for integration and add the values in the project configuration page. For example, in case of Service Now, we need to capture the user name, password and service now URL.
   

3. Project Configuration
   1) Enter the values for the fields added in above step in project configuration
   2) Select the ITSM name
   3) Select the ITSM version
   4) Select the ITSM timezone of the ITSM server.

4. Add the APIs and keys in master configuration for connecting to the ITSM in ITSMWrapperConfiguration mongo collection. The following fields should be updated against the ITSM and version selected in project configuration page.
   
   retrieveAPI – complete url of the API to fetch the details of the ticketupdateAPI - complete url of the API to update a ticketAPIs for CRUD operations on this collection will be provided. The swagger link can be shared with the PDD.
   createAPI - complete url of the API to create a ticket
   connectionFields – the keys in master configuration corresponding to the fields needed for connecting to the ITSM
   

5. Create Ticket Templates as needed using the APIs provided in below swagger link
   https://smartops-dev03.eastus.cloudapp.azure.com/paas/itops/alertmapping/swagger#/Template

6. Update the Ticket Status Scheduler Workflow of the project. Details are available at ITOps Ticket Update Scheduler.