Working with Web Services

Outbound web service 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.

As an administrator, you can configure web service adapters and can define the field mapping to enable exchange of data with external applications.

When you configure outbound web services, external applications can exchange data with the product without building a polling mechanism. You can set up the data exchange to update fields on the external application and on the application. The exchange of data happens in response to a call initiated by the product.

This section helps you understand how to enable interaction between Intelligent Service Management and external applications using web services.