Defining the external integration for BMC FootPrints Service Core

You can define the external integration for the following different aims:

Defining one-way integration

To create a new integration with the BMC FootPrints Service Core (FPSC) for one-way-integration, that is, with the aim of only recovering information from BMC Client Management, the administrator needs to be defined via whom the calls are executed:

  1. Go to the Global Settings > External Integration node.
  2. Select Edit > Create BMC FootPrints Service Core Integration .
    The Properties dialog box appears on the screen.
  3. Fill the required data into the following fields:

    Parameter

    Description

    Instance Name

    The name of the external integration, for example, BMC FootPrints Service Core integration for helpdesk tickets.

    Application Type

    The product for which to create the integration.

    Integration Administrator

    Specify the administrator for whom the integration is created by clicking the Select Administrator icon to the right.

  4. Click OK to confirm.

BMC Client Management is now set up for exporting data to BMC FootPrints Service Core.

Defining two-way integration

To create a new integration with Service Core for two-way-integration, that is, with the aim of recovering as well as providing information from/to BMC Client Management, proceed as follows:

  1. Go to the Global Settings > External Integration node.
  2. Select Edit > Create BMC FootPrints Service Core Integration .
    The Properties dialog box appears on the screen.
  3. Fill the required data into the following fields:

    Parameter

    Description

    Instance Name

    The name of the external integration, for example, BMC FootPrints Service Core integration for helpdesk tickets.

    Application Type

    The product for which to create the integration.

    Integration Administrator

    Specify the administrator for whom the integration is created by clicking the Select Administrator icon to the right.

    Application Login

    Enter the name of the administrator for which the integration is created. Be aware that the administrator must be a valid Service Core administrator.

    Application Password

    Enter the corresponding password.

    Application URL

    Enter the URL to the web server from which the soap services is called, for example,

    http://localhost:8080/footprints/servicedesk/

    or

    :8080/footprints/servicedesk/" class="external-link" rel="nofollow">https://ServiceCoreServerIpAddress:8080/footprints/servicedesk/.

    To verify that the entered link is valid click the Check Connection button to the right. In this case all Service Core data is now available.

    Language

    Select the language in which the incidents is created in the application. All Console languages are available for this choice.

    Workspace

    Select the Service Core workspace in which to create the alerts. If you have verfied the connection this list should have been automatically populated with the values available in BMC Footprints Service Core. Once you select the desired workspace the field below will become available with all its options.

    Item Definition

    Select the Service Core item definition to which to add the alert. Once you have selected the desired workspace this list is automatically populated with the values available in BMC Footprints Service Core. Once you select the desired workspace the fields below will become available with all their options.

    Sub-Category

    Select the category for the alert. If you have verfied the connection this list should have been automatically populated with the values available in BMC Footprints Service Core. If none of the available values are appropriate leave the field empty. This field is optional.

    Severity

    Select the severity for the alert. If you have verfied the connection this list should have been automatically populated with the values available in BMC Footprints Service Core. If none of the available values are appropriate leave the field empty. This field is optional.

  4. In the list below check the boxes for all events for which an incident ticket is to be created in BMC FootPrints Service Core.
    The events available for notification are sorted according to their functionality. To access the individual events click the arrow icon to the right of the heading and then check the boxes of the events to activate. You will also receive an event notification by email for each incident ticket that is created.

  5. If you want to integrate the event into a BMC FootPrints Service Core template select it from the Item Template: drop-down list next to the event.
    This field remains dimmed if no item templates are available.

  6. Repeat the preceding steps for all different event types.
  7. Click OK to confirm.

BMC Client Management is now set up for exporting data to BMC FootPrints Service Core and creating incident tickets there, as well as closing tickets in BMC Client Management , once they are resolved in Service Core.

Defining event-specific integration

If in the list of all available alerts and events you find that you need integration for a specific alert, you can also set up the external integration for the alert in question directly from this node.

  1. Select the event in the table for which a new external integration is to be defined.
  2. Select Edit > Create BMC FootPrints Service Core Integration .
    The Properties dialog box appears on the screen.
  3. Fill the required data into the following fields:

    Parameter

    Description

    Instance Name

    The name of the external integration, for example, BMC Remedyforce integration or BMC FootPrints Service Core integration.

    Application Type

    The product for which to create the integration. In this case this field is preselected and cannot be modified.

    Integration Administrator

    Specify the administrator for whom the integration is created by clicking the Select Administrator icon to the right.

    Application Login

    Enter the name of the administrator for which the integration is created. Be aware that the administrator must be a valid Service Core administrator.

    Application Password

    Enter the corresponding password.

    Application URL

    Enter the URL to the web server from which the soap services is called, for example,

    http://localhost:8080/footprints/servicedesk/

    or

    :8080/footprints/servicedesk/" class="external-link" rel="nofollow">https://ServiceCoreServerIpAddress:8080/footprints/servicedesk/.

    To verify that the entered link is valid click the Check Connection button to the right.

    Language

    Select the language in which the incidents is created in the application. All Console languages are available for this choice.

    Sub-Category

    Select the category for the alert. If you have verfied the connection this list should have been automatically populated with the values available in BMC Footprints Service Core. If none of the available values are appropriate leave the field empty.

    Severity

    Select the severity for the alert. If you have verfied the connection this list should have been automatically populated with the values available in BMC Footprints Service Core. If none of the available values are appropriate leave the field empty.

  4. In the list below the notification box for the selected event is already pre-checked.
    If required you can check further events for notification for this integration.

  5. If you want to integrate the event into a BMC FootPrints Service Core template select it from the Item Template: drop-down list next to the event.
    This field remains dimmed if no item templates are available. 

  6. Click OK to confirm.

The new external integration to Service Core will immediately created and activated. This means that from now on the administrator will receive a notification whenever this type of event occurs and an incident ticket will automatically be created in Service Core .

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