Methods to integrate ServiceDesk with other CA Products and third party applications

Document ID : KB000054870
Last Modified Date : 14/02/2018
Show Technical Document Details

Question:

What are the various methods available to integrate ServiceDesk with other CA and third party applications?

Answer:

Below are the methods available to integrate ServiceDesk with other CA products and third party applications.

  1. Web Service: An API that functions over http using the W3C Consortium specification for web services. This is the most flexible and yet powerful integration tool for ServiceDesk (see the Service Desk Web Services Guide under NX_ROOT\doc for more information).

  2. Bop_cmd: Object oriented command line interface. Executes object methods defined for Service Desk objects (one example is NX_ROOT\samples\call_mgt\gencr_readme.txt file).

  3. Text_api: It is based on bop_cmd mechanism but much easier to use. It can be extended beyond defined capabilities. For more information refer Chapter 10: Create Objects Using Text_API in ServiceDesk R11.2 Administrator Guide.

  4. pdm_load: pdm_load is a utility supplied with Service Desk. It is a data base independent tool for adding, deleting and updating rows in the Service Desk data base. It is a convenient tool for performing batch loads and updates to the Service Desk system. The Service Desk Administrator Guide has more information.

  5. pdm_extract: Pdm_extract is a utility supplied with Service Desk. It is a data base independent tool for extracting data from the Service Desk system. The default output is in the proprietary format and suitable for loading back into Service Desk with the pdm_load utility. Options are available to export data in comma-separated value form. Data in this form can be fed into Microsoft Office applications like Excel and Project. Pdm_extract accepts table names to dump the entire contents of tables. The Service Desk Administrator Guide has more information.

  6. Pdm_deref: Pdm_deref is a database independent utility that simplifies loading normalized data. Pdm_deref will convert strings to their numeric key value as part of a pdm_load, making it possible to load foreign keys in a single step. The Service Desk Administrator Guide has more information.

  7. BAPI: BAPI (Business Application Program Interface) is an object oriented interface to Service Desk. With BAPI, programmers can interact directly with the object layer of the Service Desk system. This is a legacy API and Web Services should be used instead.

  8. Email Interface: The email interface can be used to create and update requests and change orders and query for request and change order data. For more information refer Chapter 10: Create Objects Using Text_API in ServiceDesk R11.2 Administrator Guide.

  9. Incoming Event Generation: Service Desk is designed to accept high volume event traffic from external sources for automatic creation and update of requests and change orders. The gateway to this interface is NSM event console. This interface incorporates sophisticate event filtering and event consolidation.
    For more information refer Chapter 10: Create Objects Using Text_API in ServiceDesk R11.2 Administrator Guide.

  10. Outgoing Notifications: Service Desk notifications usually are email. Service Desk notifications are performed by exit code that is executed when a service desk object transitions from one state to another. Out-of-box notifications insert state information (like the request number, description, and assignee) into pre-defined text and email it to an address that is also derived from the system state (like the email address of the person who opened the request). This mechanism provides many opportunities for outbound integration in which an activity on Service Desk causes an action on an integrated system. Consult the Service Desk Modification and Administrator Guides.

  11. Remote References: Remote References is a table driven system for inserting calls to external applications into Service Desk menus and forms.
    Note: Using remote references is not usually a good practice since Web launches of applications are usually blocked by a Web Browser and additionally require that the application you are trying to launch must be locally installed on the browser?s machine. Consult the Service Desk Modification Guide.

  12. URL integration: URLs can be used to access Service Desk objects. For example, a URL can be embedded in an email to give the recipient of the email direct access to a request. Consult the Service Desk Modification Guide.

  13. External authentication: Using a secondary server, Service Desk can be integrated with an authentication system running on a different system, even a different hardware platform.

  14. External table display: Tables can be added to the Service Desk schema and displayed within Service Desk. The data in these tables can be from an external application.

  15. Majic Triggers: Triggers can be defined in the Service Desk object definition language to execute when the value of an object attribute changes.

Note: Some of the techniques mentioned above are available only to CA Services and some methods can be implemented by customers without help.