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Adding a New ITSM System

To integrate with an ITSM system other than ServiceNow or Remedy, click Add System on the Site Management > ITSM Integration view and enter the connection information on the Configure Service view.

To add a new ITSM system:

  1. Open the Site Management > ITSM Integration view.
  2. Click Add System . The Configure Service view opens.
  3. In the Provide System name field, enter a brief name to identify this ITSM system.
  4. In the Provide descriptive name field, enter a brief description of this ITSM system. This description will be listed in the System Description column of the ITSM Integration view.
  5. From the Choose provider list, select Others .
  6. In the Provide WSDL URL , enter the URL to your instance of the ITSM system.

info

Do not use any special characters in the URL field. The only special character that is permitted is _ (underscore). Dashes (-) and other special characters are not permitted.

  1. From the Choose authentication type list, select either Provided Credentials or Integrated to indicate the authentication type. If you chose Provided Credentials , you also need to enter a User name and Password .
  2. Click Test to test the connection to the ITSM system.
  3. Click Save to save these settings. The new ITSM system is now listed on the ITSM Integration view.