Intelligent Service Management Connector

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 Intelligent Service Management 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 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.
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

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 Intelligent Service Management Automation Connector.