Configure Multiple ITSM Connectors

An ITSM Connector is what links Luma and Luma bots to the back end Service Management system for creating and updating tickets and many other operations. Most organizations use a single Service Management system linked to Luma and thus one ITSM connector, but some organizations require multiple connectors. This article describes how to configure multiple ITSM connectors and create operations associated to it.

Connectors

Connectors are the main components that facilitate integration and contain information needed to connect to a data source or application. A connector allows you to interact with an application. Whichever connector is created first, becomes the primary connectorOnce the connectors are created, all Out-of-the-box (OOTB) skills available will be configured locally, with the status set to 'Active' for the primary skills and 'Inactive' for the secondary skills. The administrator can only make certain skills Active or Inactive based on the requirement.

Create an Intelligent Service Management Connector

For Intelligent Service Management (ISM) tenants, by default the ISM connector is available out of the box. If CA Service Desk Manager (SDM) is the primary connector, the tenant can create a secondary connector (ISM). Ensure that you obtain the ISM URL and other details from the ISM Administrator before creating the connector information.

To create an ISM connector, do the following:

  1. On the Web Services page, clickto create a new connector.
    The New Connector page appears as shown below.

  2. Enter the connector Name.
  3. Select the Type as ITSM from the drop-down list.
  4. Select the Sub Type as ISM from the drop-down list.
  5. Enter the ISM URL.
  6. Enter the Slice Token.
  7. Enter the Webservice Username.
  8. Enter the Webservice Password.
  9. Click Save to create the ISM connector.

Create a CA Service Desk Manager Connector

Ensure that you obtain the SDM URL and other details from the SDM Administrator before creating the connector information.To create an SDM connector, do the following:

  1. On the Web Services page, clickto create a new connector.
    The New Connector page appears as shown below.

  2. Enter the connector Name. 
  3. Select the Type as ITSM from the drop-down list.
  4. Select the Sub Type as SDM from the drop-down list.
  5. Enter the ServiceDesk URL.
  6. Enter the ServiceDesk REST URL.
  7. Enter the ServiceDesk Webservices URL.
  8. Enter the ServiceDesk Webservice Policy Name.
  9. Enter the ServiceDesk Webservice Policy Content.
  10. Enter the ServiceDesk Webservice Policy Owner.
  11. Click Save to create the SDM connector.

If the correct details are not provided while creating the connector, the following alert message appears. In such case, verify all the details then try saving the information again.

When the connector is created successfully, the following success message appears.

Once the secondary connector is created, you can create operations for the connector apart from the default OOTB operations. For more details, refer Create a New Web Service.

Once the connector is created, the prefix 'SDM' is added to the skills as shown below.

Following figure shows the prefix 'SDM' added to the attributes.

Following figure shows the prefix 'SDM' added to the web service operations.

When you add a new connector, make sure the Type, Sub Type, and the Webservice type must be unique. The following error occurs if the combinations of Type, Sub-type, and Web service type is not unique.

Chat with Luma

Once the service is running you can send messages to your Bot user and receive responses from your Luma Virtual Agent.

If case of any issues with the configuration, please contact the Serviceaide Support team.