ITSM Vendor Configuration

You can configure the relevant ITSM configuration - communication end points, field mappings, closure codes - required to integrate a workflow automation flow with an IT Service Management (ITSM) tool.

• Provision to configure the ITSM vendor name and the instance (For example, ServiceNow, Redmine, JIRA etc.) which can be referenced within the workflow tasks.
• Provision to define credentials to connect to any ITSM system.
• Provision to define relevant REST API details in order to do the following:
  • Create an ITSM ticket
  • Poll ITSM ticket details
  • Update an ITSM ticket
  • Close an ITSM ticket.
• Provision to define mapping of custom change ticket closure codes between AppViewX and the ITSM vendor.
• Provision to define custom validation parameters between AppViewX vis-a-vis ITSM system, for example, Device/CI, Implementation date/time, ITSM state/status etc.