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Third party sofware integration with HP Service Desk

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todd burke_1
Acclaimed Contributor

Third party sofware integration with HP Service Desk

Any help regarding integrating third-party software with SD would be helpful.

We are currently working with a customer to pass alarm data, that is received by our product, into Help Desk in order to open a trouble ticket. This needs to be bi-directional in that the Help Desk user needs to be able to respond to our product.

Does anyone know specifically where to find this technical data?

So far I'm in contact with HP and one of their partners for assistance. Thought this might help too.

Thanks for any advice!
3 REPLIES
Err_1
Honored Contributor

Re: Third party sofware integration with HP Service Desk

Hi,

You can use the same logic that SD uses to integrate with other Openview product like Operations Manager.

Make sure that your 3rd party app calls sd_event with proper parameters to create the trouble ticket in SD.

Now, how to make SD to send back to your 2rd party application an acknowledge that a trouble ticket was created? well, you can use a DB rule and based on any specific field/value that this newly created ticket has, then call a smart action that sends an email or any other action compatible with your 3rd party app.

If you are working with HP Partners, they should be aware of this logic.

Regards;
Randall Barrantes
SW Support Delivery Manager
Gurevich
Member

Re: Third party sofware integration with HP Service Desk

sd_event wouldn`t return ID of created object. IMHO, best way for this is web-api. javadoc for web-api is included into distrib of service pack. Example you can find in CreateServiceCall.jsp (in service pages)
The Pike
Honored Contributor

Re: Third party sofware integration with HP Service Desk

sd_event does not return the ID but a DB Rule can...
//Add this to "OnDomLoad" event