Web services
This integration method is still supported, but we recommend using REST API instead of Web services feature because of simplicity, flexibility, scalability, performance, and portability.
You can integrate your third-party applications with BMC Helix ITSM using Web Services. Web Service Objects with its backend interface forms, framework and workflows to support Create, Get and Modify options are available for you to consume.
There are pre-defined specific web service call functions available to use for each module – Incident, Problem, Service Request Management, and Service Level Management.
To learn about the different Web Services for all the supported modules and functions to use, see Developing integrations by using SOAP web services
You can find the complete list of available web services for your current version via Developer Studio under Web Services object list as shown in the following image:
Calling a web service to create and update incidents
The following table lists web services you need to consume to create, modify, retrieve incident data.
We do not recommend creating new web services for forms like HPD:Help Desk and other forms where OOTB web service objects are present. You only need to create your own forms and implementation for your custom form’s web service call use cases.
If you want to create incidents, then use below mentioned web service available to create, modify, retrieve incidents by using following web service functions:
Web service name | Functions within the web service |
HPD_IncidentInterface_Create_WS | HelpDesk_Submit_Service |
HPD_IncidentInterface_WS | HelpDesk_Modify_Service |
HelpDesk_Query_Service | |
HelpDesk_QueryList_Service | |
HelpDesk_GetWorkInfoList |
See also:
Calling a web service to create and update data in CMDB
To learn how to consume CMDB web services to use with external third-party applications, see Integrating your services with external products by using the CMDB web services API.
Calling a web service to create and update data in custom forms
To extend this feature to your custom forms and to create custom web services from scratch to use with third-party external applications, see Publishing the AR System functionality as a web service.