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This article contains the following topics:

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This article contains the following topics:

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Excerpt

Outbound 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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The web service operation is configured.

Info

When you save the web service operation, the Summary portlet displays. The Summary portlet displays information about the status of the web service operation.

You can now relate the web service operation to a workflow action.

Pass Custom Attributes in an Outbound Web Services Call

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save the web service operation, the Summary portlet displays. The Summary portlet displays information about the status of the web service operation.

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.

Info
  • This token '${cf_all_custom_fields_in_a_ticket}' is added in the Outbound web service operation to send all the Custom attributes in a name-value pair

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  • . This token sends all the Custom attributes of the respective ticket in an array to the corresponding Webservice call.
  • A configuration parameter EXCLUDE_CUSTOM_ATTRIBUTE_FROM_ALL_CUSTOM_ATTRIBUTE_TOKEN is added to specify the Custom attribute name that must be excluded from all the Custom attribute tokens while sending data to the corresponding Web services.


As an example of what the outbound mapping would must look like in the Web Sevice Operation:

Code Block
languagexml
titleSample
{"summary":"${ticket_description}",
"description":"${description_long}",
"category":{"$(@COMMON_NAME" : "Facilities.Conference Room.Reservation"},
"properties":"${cf_all_custom_fields_in_a_ticket}"}

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If the ticket has custom fields, while executing the web service operation the tokens will get replaced as below:

Code Block
languagexml
{"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"}]}}

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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 Web service calls.

For information about workflow actions, see Create and Manage Workflow Actions.

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