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Automation Center is only available in the ISM Service Management edition. This feature is not available in the ISM Service Desk edition. |
The Intelligent Service Management connector helps you automate various operations in the ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) system. As a designer you can create and update assets, create, and update a (Service Request, Change Request, Incident Request) ticket. This section provides following information for the CSM Intelligent Service Management connector:
Credentials
Credential Parameter | Description | Encrypted |
Authentication Method | The type of authentication method the SOAP service uses. Supported: BASIC & AUTHTOKEN. | Yes |
User Name | The username for accessing the web service | No |
Password | The password for accessing the web service | Yes |
Operations
Input and Output Parameters
Create Change Request
| Input Parameters |
| Name | Description | Required? | Type |
| Requester Name | Specify the name of the requester submitting the change request. | TRUE | String |
| Description | Specify the description of the change request. | TRUE | String |
| Details | Specify the detailed information pertaining to the change request. | TRUE | String |
| Affected Service | Specify the business change (configuration item) affected by this change request. | FALSE | String |
| Categorization Class | Specify the categorization class for classification of the change request. | FALSE | String |
| Categorization Category | Specify the categorization category for classification of the change request. | FALSE | String |
| Categorization Type | Specify the categorization type for classification of the change request. | FALSE | String |
| Categorization Item | Specify the categorization item for classification of the change request. | FALSE | String |
| Source | Source category indicates the prioritization for the change request. | FALSE | String |
| Impact | Specify the business impact to indicate the prioritization for the change request. | FALSE | String |
| Urgency | Specify the urgency level to indicate the prioritization for the change request. | FALSE | String |
| Priority | Specify the priority to indicate the prioritization for the change request. | FALSE | String |
| Outage Total Time (HH:MM) | Specify the total down-time expected due to the change implementation. | TRUE | String |
| Business Criticality | Specify the criticality category of the change request. | FALSE | String |
| Reason Code | Specify the reason code that is associated with the status. | FALSE | String |
| Status | Specify the ticket status | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the change request ticket. | TRUE | Integer |
| Success | (Boolean) Specifies the change request operation that is succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
| Last Modified UserName | Specify the last Modified UserName of the change request. | FALSE | String |
| Affectedservice | Specify the affected change of the change request. | FALSE | String |
| Creation User Name | Specify the Creation User Name of the change request. | FALSE | String |
| Long Description | Specify the long Description of the change request. | FALSE | String |
| Phase | Specify the phase of the change request. | FALSE | String |
| Requester Email | Specify the requester Email of the change request. | FALSE | String |
| Requester Phone | Specify the requested For UserName of the change request. | FALSE | String |
| Requested For UserName | Specify the requested For UserName of the change request. | FALSE | String |
| Assigned Group | Specify the assigned Group of the change request. | FALSE | String |
| Priority | Specify the priority of the change request. | FALSE | String |
| Assigned Individual | Specify the assigned Individual of the change request. | FALSE | String |
| Creation Timestamp | Specify the Creation Timestamp of the change request. | FALSE | String |
| Last Modified Timestamp | Specify the last modified Timestamp of the change request. | FALSE | String |
| Description of Ticket | Specify the description of the change request. | FALSE | String |
| Charge Category | Specify the charge Category of the change request. | FALSE | String |
Update Change Request
| Input Parameters |
| Name | Description | Required? | Type |
| Ticket Identifier | Specify the identifier of the change request. | TRUE | Integer |
| Affected Service | Specify the business service (configuration item) affected by this change request. |
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| Requester Name | Specify the name of the requester submitting the change request. | TRUE | String |
| Description | Specify the description of the change request. | TRUE | String |
| Details | Specify the detailed information pertaining to the change request. | TRUE | String |
| Impact | Specify the business impact to indicate the prioritization for the change request. | FALSE | String |
| Priority | Specify the priority to indicate the prioritization for the change request. | FALSE | String |
| Business Criticality | Specify the criticality category of the change request. | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the change request ticket. | TRUE | Integer |
| Success | (Boolean) Specifies the change request operation that is succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
Create Incident Ticket
| Input Parameters |
| Name | Description | Required? | Type |
| Requester Name | Specify the name of the requester submitting the incident ticket. | TRUE | String |
| Symptom Description | Specify the visible and directly experienced aspects of an incident ticket. | TRUE | String |
| Symptom Details | Specify the detailed information pertaining to the visible and directly experienced aspects of an incident ticket. | FALSE | String |
| Affected Services | Specify the business service that this incident ticket is affected by. | FALSE | String |
| Categorization Class | Specify the categorization class for classification of the incident ticket. | FALSE | String |
| Categorization Category | Specify the categorization category for classification of the incident ticket. | FALSE | String |
| Categorization Type | Specify the categorization type for classification of the incident ticket. | FALSE | String |
| Categorization Item | Specify the categorization item for classification of the incident ticket. | FALSE | String |
| Severity | Specify the criticality category of the incident ticket. | FALSE | String |
| Source | Source category indicates the prioritization for the incident ticket. | FALSE | String |
| Impact | Business impact indicates the prioritization for the incident ticket. | FALSE | String |
| Urgency | Urgency level indicates the prioritization for the incident ticket. | FALSE | String |
| Priority | Priority to indicate the prioritization for the incident ticket. | FALSE | String |
| Reason Code | Specify the reason code that is associated with the status. | FALSE | String |
| Status | Specify the ticket status. | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the change request ticket. | TRUE | Integer |
| Success | (Boolean) Specifies the change request operation that is succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
| Last Modified UserName | Specify the last modified UserName of the change request. | FALSE | String |
| Affectedservice | Specify the affected change of the change request. | FALSE | String |
| Creation User Name | Specify the creation User Name of the change request. | FALSE | String |
| Phase | Specify the phase of the change request. | FALSE | String |
| Requester Email | Specify the requester Email of the change request. | FALSE | String |
| Requester Phone | Specify the requested For UserName of the change request. | FALSE | String |
| Requested For UserName | Specify the requested For UserName of the change request. | FALSE | String |
| Assigned Group | Specify the assigned Group of the change request. | FALSE | String |
| Priority | Specify the priority of the change request. | FALSE | String |
| Assigned Individual | Specify the assigned Individual of the change request. | FALSE | String |
| Creation Timestamp | Specify the creation Timestamp of the change request. | FALSE | String |
| Last Modified Timestamp | Specify the last modified Timestamp of the change request. | FALSE | String |
| Description of Ticket | Specify the description of the change request. | FALSE | String |
Update Incident ticket
| Input Parameters |
| Name | Description | Required? | Type |
| Ticket Identifier | Specify the identifier of the incident ticket. | TRUE | Integer |
| Requester Name | Specify the name of the requester submitting the incident ticket. | TRUE | String |
| Symptom Description | Specify the visible and directly experienced aspects of an incident ticket. | TRUE | String |
| Symptom Details | Specify the detailed information pertaining to the visible and directly experienced aspects of an incident ticket. | FALSE | String |
| Affected Services | Specify the business service that is affected by this incident ticket. | FALSE | String |
| Impact | Specify the business impact to indicate the prioritization for the incident ticket. | FALSE | String |
| Priority | Specify the priority to indicate the prioritization for the incident ticket. | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the incident ticket. | TRUE | Integer |
| Success | Specify if the incident ticket operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
Create Configuration Item
| Input Parameters |
| Name | Description | Required? | Type |
| CI Name | Specify the configuration item name | TRUE | String |
| CI Identifier | Specify the configuration item identifier | FALSE | String |
| Function | Specify the configuration item function descriptor. | FALSE | String |
| Description | Specify the configuration item description | FALSE | String |
| Status | Specify the current status of the configuration item. | FALSE | String |
| Organization Name | Specify the primary organization that owns the configuration item. | TRUE | String |
| Categorization Class | Specify the categorization class for classification of the configuration item. | TRUE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Configuration Item ID | Specify the identifier for the configuration item. | FALSE | Integer |
| Success | (Boolean) Whether the CI-related operation succeeded, where the value is either: | FALSE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | FALSE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
| Change Approver Name | Specify the Change Approver Name of the configuration item. | FALSE | String |
| Configuration Description | Specify the Configuration Description of the configuration item. | FALSE | String |
| Configuration Status | Specify the Config Status of the configuration item. | FALSE | String |
| Configuration ID | Specify the Configuration ID of the configuration item. | FALSE | String |
| Creation User Name | Specify the Creation User Name of the configuration item. | FALSE | String |
| OpenRelated Ticket Count | Specify the Open Related Ticket Count of the configuration item. | FALSE | String |
| Config Owner User Name | Specify the Config Owner User Name of the configuration item. | FALSE | String |
| Configuration Item Name | Specify the Config Name of the configuration item. | FALSE | String |
| Related Asset ID | Specify the Related Asset ID of the configuration item. | FALSE | String |
| Related Asset Name | Specify the Related Asset Name of the configuration item. | FALSE | String |
| Categorization Class Result | Specify the Categorization Class Result of the configuration item. | FALSE | String |
Update Configuration Item
| Input Parameters |
| Name | Description | Required? | Type |
| Configuration Item ID | Specify the internal system identifier of the configuration item. | TRUE | Integer |
| CI Name | Specify the configuration item name | FALSE | String |
| CI Identifier | Specify the configuration item identifier | FALSE | String |
| Function | Specify the configuration item function descriptor. | FALSE | String |
| Description | Specify the configuration item description | TRUE | String |
| Status | Specify the current status of the configuration item. | TRUE | String |
| Organization Name | Specify the primary organization that owns the configuration item. | FALSE | String |
| Categorization Class | The categorization class for classification of the configuration item | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Configuration Item ID | Specify the identifier for the configuration item. | FALSE | Integer |
| Success | (Boolean) Specifies whether the CI-related operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | FALSE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
Create Service Request
| Input Parameters |
| Name | Description | Required? | Type |
| Affected Services | Specify the business service (configuration item) affected by this service request. | FALSE | String |
| Details | Specify the detailed information pertaining to the service request. | FALSE | String |
| Categorization Category | Specify the categorization category for classification of the service request. | FALSE | String |
| Categorization Class | Specify the categorization class for classification of the service request. | FALSE | String |
| Categorization Item | Specify the categorization item for classification of the service request. | FALSE | String |
| Categorization Type | Specify the categorization type for classification of the service request. | FALSE | String |
| Description | Specify the description of the service request. | TRUE | String |
| Impact | Specify the business impact to indicate the prioritization for the service request. | FALSE | String |
| Priority | Specify the priority to indicate the prioritization for the service request. | FALSE | String |
| Reason Code | Specify the reason code that is associated with the status. | FALSE | String |
| Requester Name | Specify the name of the requester submitting the service request. | TRUE | String |
| Source | Specify the source category to indicate the prioritization for the service request. | FALSE | String |
| Status | Specify the ticket status | FALSE | String |
| Urgency | Specify the urgency level to indicate the prioritization for the service request. | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the service request ticket. | TRUE | Integer |
| Success | (Boolean) Whether the service request operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
| Last Modified UserName | Specify the Last Modified UserName of the service request. | FALSE | String |
| Affected Service | Specify the affected service of the service request. | FALSE | String |
| Creation User Name | Specify the Creation User Name of the service request. | FALSE | String |
| Long Description | Specify the Long Description of the service request. | FALSE | String |
| Phase | Specify the Phase of the service request. | FALSE | String |
| Requester Email | Specify the Requester Email of the service request. | FALSE | String |
| Requester Phone | Specify the Requested For UserName of the service request. | FALSE | String |
| Requested For UserName | Specify the Requested For UserName of the service request. | FALSE | String |
| Assigned Group | Specify the Assigned Group of the service request. | FALSE | String |
| Priority | Specify the Priority of the service request. | FALSE | String |
| Assigned Individual | Specify the Assigned Individual of the service request. | FALSE | String |
| Creation Timestamp | Specify the Creation Timestamp of the service request. | FALSE | String |
| Last Modified Timestamp | Specify the Last Modified Timestamp of the service request. | FALSE | String |
| Description of Ticket | Specify the Description of the service request. | FALSE | String |
Update Service Request
| Input Parameters |
| Name | Description | Required? | Type |
| Ticket Identifier | Specify the identifier of the service request. | TRUE | Integer |
| Requester Name | Specify the name of the requester submitting the service request. | TRUE | String |
| Description | Specify the description of the service request. | TRUE | String |
| Details | Specify the detailed information pertaining to the service request. | FALSE | String |
| Impact | Specify the business impact to indicate the prioritization for the service request. | FALSE | String |
| Priority | Specify the priority to indicate the prioritization for the service request. | FALSE | String |
| Affected Services | Specify the business service (configuration item) affected by this service request. | FALSE | String |
| Output Parameters |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the service request ticket. | TRUE | Integer |
| Success | (Boolean) Specifies if the service request operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | The Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
Create Asset
| Input Parameters |
| Name | Description | Required? | Type |
| Asset Name | Specify the name of the asset. | TRUE | String |
| Asset Type | Specify the Asset Type. | FALSE | String |
| Discovery Source | Discovery Source defines the source of discovery. For example, Native or Other Discovered Sources. | FALSE | String |
| Serial Number | Specify the Asset Serial number. | FALSE | String |
| Active | Specify that the Asset is active or not. | FALSE | String |
| Bring Your Own Device | Specify the True if the Asset is an own device otherwise false. | FALSE | String |
| Model | Specify the Asset model. | FALSE | String |
| Organization | Specify the Asset organization. | FALSE | String |
| Vendor | Specify the Asset vendor. | FALSE | String |
| User Login of Owner | Specify the Asset Owner. | FALSE | String |
| Asset Tag | Specify the Asset asset tag. | FALSE | String |
| Asset Hostname | Specify the Asset Host Name. | FALSE | String |
| Purchase Order Number | Specify the Asset purchase order number. | FALSE | String |
| Output Parameter |
| Name | Description | Required? | Type |
| Ticket ID | Specify the ticket identifier for the asset, | TRUE | Integer |
| Success | (Boolean) Specifies whether the CI-related operation succeeded, where the value is either: | TRUE | String |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | String |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
| Discovery Source of Asset | Discovery Source defines the source of discovery. For example, Native or Other Discovered Sources. | FALSE | String |
| Type of Asset | Specify the Asset Type. | FALSE | String |
| Name of Asset | Specify the Name of Asset. | FALSE | String |
| Creation Date of Asset | Specify the Name of creation Date. | FALSE | String |
| Active | Specify that the Asset is active or not. | FALSE | String |
Associate Ticket to Asset
| Input Parameter |
| Name | Description | Required? | Type |
| Asset Name | Specify the Name of Asset. | TRUE | String |
| Output Parameter |
| Name | Description | Required? | Type |
| Success | (Boolean) Specifies whether the service request operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
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Update Asset
| Input Parameter |
| Name | Description | Required? | Type |
| Asset Name | Specify the name of the asset. | TRUE | String |
| Asset Type | Specify the Asset Type. | FALSE | String |
| Discovery Source | Discovery Source defines the source of discovery. For example, Native or Other Discovered Sources. | FALSE | String |
| Serial Number | Specify the Asset Serial number. | FALSE | String |
| Active | Specify that the Asset is active or not. | FALSE | String |
| Bring Your Own Device | Specify as True if the asset is an own device of an employee otherwise false. | FALSE | String |
| Model | Specify the Asset model. | FALSE | String |
| Organization | Specify the Asset organization. | FALSE | String |
| Vendor | Specify the Asset vendor. | FALSE | String |
| User Login of Owner | Specify the Asset Owner. | FALSE | String |
| Asset Tag | Specify the Asset asset tag. | FALSE | String |
| Asset Hostname | Specify the Asset Host Name. | FALSE | String |
| Purchase Order Number | Specify the Asset purchase order number. | FALSE | String |
| Output Parameter |
| Name | Description | Required? | Type |
| Success | (Boolean)Specifies whether the service request operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | The Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
Add Worklog to Ticket
| Input Parameters |
| Name | Description | Required? | Type |
| Ticket Identifier | Specify the identifier of the change request. | TRUE | Integer |
| Worklog Type | Specify the type classification for the worklog. | FALSE | String |
| Ticket Type | Specify the Ticket Type classification for the worklog. | FALSE | String |
| Worklog Text Description | Specify the worklog text describing the work/activity performed. | TRUE | String |
| Time Spent | Specify the time that is spent on the activity. | TRUE | String |
| Client Viewable | Indicate whether the worklog is visible to end users. | TRUE | Boolean |
| Output Parameter |
| Name | Description | Required? | Type |
| Success | (Boolean) Specifies whether the service request operation succeeded, where the value is either: | TRUE | String |
| True - success. |
| False - failure. |
| Result Code | The Result code indicates the success or failure status of the operation. | TRUE | String |
| Result Message | The verbose result message indicates the status of the operation. | FALSE | String |
| Ticket ID | Specify the ticket identifier for the change request ticket. | FALSE | String |
| Worklog ID | Specify the worklog identifier for the change request ticket worklog. | FALSE | String |
| Worklog Actual Data | Specify the Worklog Actual Data of the ticket worklog. | FALSE | String |
| Worklog Text Description | Specify theWorklog Text Description of the ticket worklog. | FALSE | String |
| Last Modified UserName | Specify the Last Modified UserName of the ticket worklog. | FALSE | String |
| Creation User Name | Specify the Creation User Name of the ticket worklog. | FALSE | String |
Add CI to Ticket
| Input parameters |
| Name | Description | Required? | Type |
| Ticket Identifier | Specify the identifier of the change request. | TRUE | String |
| Configuration Item ID | Specify the configuration item identifier to relate to the change request. | TRUE | Integer |
| Output Parameter |
| Name | Description | Required? | Type |
| Success | (Boolean) Specifies whether the service request operation succeeded, where the value is either: | TRUE | Boolean |
| True - success. |
| False - failure. |
| Result Code | The Result code indicates the success or failure status of the operation. | TRUE | Integer |
| Result Message | Specify the verbose result message indicates the status of the operation. | FALSE | String |
| Ticket ID | Specify the ticket identifier for the change request ticket. | FALSE | String |
Associated Workflows
- Create User and Set Password for a Remote Linux Host
- Start an Instance
- Create a VM Image
- Set VM Image Power Status
- Clone a VM Image
- Create a VM Image using Template
Provision an EC2 instance and create Asset record - Terminate an Amazon EC2 Instance and update Service Request
- Restart an Amazon EC2 Instance
- Terminate a VM Image
- Stop Amazon EC2 Instance
- Create a User
- Create User and Set Password for a Remote Linux Host
- Register BYOD Asset
- On/Off Telnet Services on a Remote Linux Host
- Reset Password for a Specified User on Remote Linux Host
- Retrieve Release Status
You can automate Asset creation using the CSM Intelligent Service Management Automation Connector.
| Widget Connector |
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| url | https://www.youtube.com/watch?v=viDzD-bSVRg |
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