This article contains the following topics:
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Outbound web service web services enables Serviceaide Intelligent Service Management to interact with external systems using SOAP or RESTful web service calls. The outbound web service operation is linked to a workflow action. When an analyst executes the workflow action on a ticket, the outbound web service operation is initiated. If the external application returns a response to the web service call, the product accepts the response and updates the ticket accordingly. |
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You can now relate the web service operation to a workflow action.
Pass Custom Attributes in an Outbound Web Services Call
To pass all the custom attributes in a name-value pair, there is a specific token available in the Outbound web service operation. The token for this is named 'cf_all_custom_fields_in_a_ticket'.
As an example of what the outbound mapping would look like in the Web Sevice Operation
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{"summary":"${ticket_description}",
"description":"${description_long}",
"category":{"$(@COMMON_NAME" : "Facilities.Conference Room.Reservation"},
"properties":"${cf_all_custom_fields_in_a_ticket}"} |
If the ticket has custom fields, while executing the web service operation the tokens will get replaced as
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{"summary":"Summary for ticket",
"description":"Details of ticket",
"category":{"@COMMON_NAME":"Facilities.Conference Room.Reservation"},
"properties":{"collection":[
{"@COMMON_NAME":"Conference_Room_Name","value":"East"},
{"@COMMON_NAME":"Host_Employee_ID","value":"123"}
{"@COMMON_NAME":"Number_of_Attendees","value":"23"},
{"@COMMON_NAME":"Meeting_Start_Time","value":"12:00"},
{"@COMMON_NAME":"Meeting_End_Time","value":"12:30"}]}} |
Relate Web Service Configurations to Workflow Actions
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You can relate a web service operation to a workflow action from WORKSPACES, ADMINISTRATION, Tools, Workflow Actions page. Use the Web Service Operations field of a workflow action to relate the action to a web service configuration.
You can configure workflow actions using both SOAP and RESTful web service calls.
For information about workflow actions, see Create and Manage Workflow Actions.
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