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ServiceNav integration presentation - Artis.net

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Compatible Versions

ARTIS.NET 2.5.9 to 3.0

Introduction

The purpose of this document is to describe the integration between ARTIS.NET and ServiceNav: what is the functional interest of this integration, and what information needs to be exchanged between ARTIS.NET and ServiceNav to make this integration operational.

Value Proposition

In the context of IT service production, ServiceNav covers event management. A service production management system typically covers the incident management process, integrated with event management. The ITIL best practice framework covers in full the purpose of these processes and the nature of their interconnection.
Very simply, the diagram below describes the interaction of these two processes through the lifecycle of the change of states of a supervisory control in ServiceNav and the lifecycle of an incident (DIT) in ARTIS.NET.

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These two cycles are not synchronous: closing a ticket in ARTIS.NET will not cause the control to switch to the OK state.

In the same way, the operator can very well perform an action on the component associated with the control, but leave the ticket for observation. The disappearance of the alert state does not automatically close the ticket.

The business value proposition of this functional scenario is therefore as follows:

  • Quality of service Operating load measurement linked to supervision: to promote the traceability of production actions following the acknowledgement of an event
  • Enhanced efficiency : to guide the operator in order to avoid creating the same ticket several times, and to avoid untimely administrative work.

The following sections detail the integration between ARTIS.NET and ServiceNav to implement this scenario, in a context of for the supervision of a company as in the supervision of an equipment park of several companies.

Usage Scenarios

The objective of this integration is to achieve the following functions:

  • Upon acknowledgement of an event displayed in ServiceNav, creation of a ticket (DIT) in ARTIS.NET
  • Viewing the ARTIS.NET ticket with information on its status from the control displayed in ServiceNav and the possibility to open it directly in the corresponding ticket.

The following functional flows are implemented as part of integration:

 

Introduction Origin Recipient Interaction
Configure: associate a company in ServiceNav with the company in ARTIS.NET ServiceNav ARTIS.NET Ask for the list of companies.
ARTIS.NET ServiceNav Return the list of companies.
ServiceNav Present the list of company codes to the user in a list.
Create a ticket containing the supervision event information. ServiceNav ARTIS.NET Ask for the creation of the ticket:

  • Creation date
  • Company / site
  • Unit equipment/service concerned (in the text)
  • Date of change of status
  • Content of the event
ARTIS.NET ServiceNav Creating the ticket 
Communication of the ticket number
 ServiceNav Recording of the ticket number in the database, associated with the control. If a ticket is already associated with this control, it is overwritten: ServiceNav does not keep a history of tickets associated with a control. 
Displaying the ARTIS.NET ticket in the ServiceNav interface.
Displaying the status of a ticket
ServiceNav ARTIS.NET Request information about the ticket according to the ticket number :

  • Status
ARTIS.NET ServiceNav Provision of ticket status.

Retrieving the list of companies

In ARTIS.NET, each site is linked to a client. Each client has one or more sites.
In ServiceNav, the notion of organization includes both the notion of company (customer) and site. 
In order for a ticket to be added to an organization's equipment (company or site) through ServiceNav, ARTIS.NET needs to be provided with the company identifier as well as the site identifier. 
The CRM link between a ServiceNav organization and ARTIS.NET must register both the client and the corresponding site in ARTIS.NET. 
If this link is defined at a company level in ServiceNav, sub-sites within that company inherit this link by default.
It is then possible to define at the level of each sub-site of a company in ServiceNav a link to a different site of the same customer.


Autocomplete

Information is retrieved in ARTIS.NET to complete the ServiceNav fields in order to save time when creating the company

 

Creating a ticket

 

 

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