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jansiranikrishnan-1796 asked WintersteinMarine-6222 answered

Integarting System Manager ITIL with ServiceNow

Hi All,

I have a project requirement where in we need to integrate SCSM ITSM (ticketing) tool (Self Service Portal) with ServiceNow. We plan to integrate Incident Module and Service Request Module initially.

We planned to use System Center Orchestrator connection using Runbooks and REST web services. This is going to be a bidirectional integraion.

ServiceNow team has shared a endpoint URL to the SCSM for the communication.

Please help me out to get the SCSM endpoint URL, so that i can share with the ServiceNow to send me the messages.

Appreciate your help!

Thanks,
Jansi

msc-service-manager
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Hi @jansiranikrishnan-1796 ,

are there any additional related questions?

If you found the answer helpful, it would be great if you please mark it "Accept as answer". This will help others to find answers in Q&A


Regards
Andreas Baumgarten

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Hi Andreas Baumgarten,

I have a requirement to create two runbooks in SCORCH as follows.

  1. Whenever a new incident is created or any existing incident modified (based on the event), I have to fetch the information (Example: Title, Description, Impact, urgency, Priority, Affected User etc) from the incident and send this to the ServiceNow.

  2. At ServiceNow, this incident information will be replicated and worked upon by some technical experts and if they update anything on this incident, this should get replicated in ITSSP. So, I have to receive the updates from the ServiceNow and update the required fields in ITSSP/SCSM.

If i create these two runbooks, I will get the API link as follows.
http://orchestratorservername:81/orchestrator2012/orchestrator.svc/runbooks

Please throw some light on how to proceed to create the two runbooks. This would be of a great help.

Thanking you,

Regards,
Jansi






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AndreasBaumgarten avatar image
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AndreasBaumgarten answered jansiranikrishnan-1796 commented

Hi @jansiranikrishnan-1796 ,

there is no "SCSM endpoint URL" as far as I know.
There are different other options like:
PowerShell cmdlets (build-in or SMLets - https://github.com/SMLets/SMLets )
SCSM SDK ( https://docs.microsoft.com/en-us/dotnet/api/?view=sc-sm-dotnet-2016 )
SCSM API (https://archive.codeplex.com/?p=scsmapi )
System Center Orchestrator SCSM Integration Pack ( https://docs.microsoft.com/en-us/system-center/orchestrator/integration-pack-for-service-manager?view=sc-orch-2019 )

I am using the SORCH SCSM Integration Pack and the PowerShell SMLets in Orchestrator runbooks at our customers. This way I got almost everything done so far.


(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

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One of the link shared (related to SMLets) was useful to work on the incidents.

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WintersteinMarine-6222 answered

Hi, I'm just wondering if I should deal with ITIL books (like those ITIL v4 Foundations )? Or maybe it's possible to sort it out without studying them (the volume is so big that it promises to be quite a daunting task..)

Thanks in advance!


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