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ServiceNav - EasyVista Integration Overview

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Integration goals

  • Creation and synchronisation of tickets from monitoring
  • Creation / linking of monitored CIs

 

Supported versions

Easyvista 2016.1.162.8

Value Proposition

 

Very simply, the diagram below shows the interaction of the two processes through the lifecycle of a change of monitoring check statuses in ServiceNav and the lifecycle of an incident in EasyVista.

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These two cycles are not synchronous: closing a ticket in EasyVista will not cause the check to change to the OK state. In the same way, the operator can very well perform an action on the component associated with the check, but leave the ticket open for further observation. The disappearance of the alert state does not automatically cause the ticket to be closed.

The value to business of this functionality is as follows:

–      Quality of service and measurement of operational effort related to monitoring: to support the tracking of subsequent activity following the acknowledgement of an event

–      Efficiency improvements : to assist the operator in avoiding the creation of the same ticket multiple times, and unnecessary administrative effort.

 

The following sections detail the integration between EasyVista and ServiceNav to monitor a company in a scenario where several companies are being monitored as a single IT estate.

 

Usage Scenarios

The purpose of this integration is to deliver the following capabilities:

- On acknowledgement of an event displayed in ServiceNav, create a ticket in EasyVista

- View the EasyVista ticket with status information from a service check displayed in ServiceNav

 

The following functional flows are implemented as part of integration:

Aim Origin Recipient Interaction
Configure: associate a company in ServiceNav with the company in EasyVista ServiceNav EasyVista Ask for a list of locations.
EasyVista ServiceNav Return the list of locations.
ServiceNav Present the list of locations to the user in a list (CRM Link field on the ServiceNav company/site record)
Create a ticket containing the monitoring event details. ServiceNav EasyVista Request creation of the ticket:

  • Creation date
  • Company
  • Event details
EasyVista ServiceNav Ticket creation

Communication of the ticket number

ServiceNav EasyVista Saving the ticket number in the database, associated with the service check. Displaying the EasyVista ticket in the ServiceNav interface.
Displaying the status of a ticket ServiceNav EasyVista Request information about the ticket according to the ticket number :

  • Status
EasyVista ServiceNav Provision of ticket status.

 

Details of the entities

 

List of EasyVista companies

Retrieving the list of companies

 

For a ticket to be added to a company or site's devices through ServiceNav, then that company/site must be clearly identified in the integration. To do this, each company/site has a link to a company defined in EasyVista.

If this link is defined at a company level in ServiceNav, the sites of that company inherit this link.

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Autocomplete

 

EASYVISTA ServiceNav
 

You must enter the complete localisation or full localisation code to retrieve the complete localisation.

In the example below you have to enter "Rivoli" or "WMPAR".

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Adding a ticket

For a host or service in a critical status, by clicking on the status reflecting circle or via the host/service details page, it is possible to open a ticket in EasyVista.

ServiceNav EASYVISTA
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Concatenation of the Object and Description field

 

 

 

 

 

 

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in the description field

 

 

 

 

Ticket retrieval

 

ServiceNav EASYVISTA
Ticket reviewed in monitoring

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Retrieving fields in Easyvista

 

 

 

 

Configuration Easyvista

Elements to be provided by the customer

  • URL webservices : https:///WebService/SmoBridge.php?wsdl
    • Check that the web services are present and activated: https:///WebService/SmoBridge.php
  • User account with Read/Edit rights on Tickets, language EN: user/pass

General Principle

Webservices

The integration is based on 3 standard webservice calls:

    • EZV_CreateRequest: Creating a Ticket
      • In response, the WebService returns the ticket number created in the database.
    • EZV_SYS_ExecuteInternalQuery: Ticket Retrieval
    • EZV_SYS_ExecuteInternalQuery: Site Recovery

 

Views and filters

The integration is reliant on views and filters, which must be created in Easyvista and their IDs obtained.

    • EZV_SYS_ExecuteInternalQuery: Ticket Retrieval
      • 1 filter and 1 view
    • EZV_SYS_ExecuteInternalQuery: Location Retrieval
      • 1 filter and 1 view

Fields to be created

  • Site Recovery

Locations in Easyvista concern all types of locations (both the groupings 'type, Country, Department, City' as well as the levels of detail (floors, offices, etc.).

So this request should only send the associated sites. For this a new boolean of type E_SITE must be created on the locations table (AM_LOCATION) to support filtering.

 

ServiceNav - Integration metadata

A certain amount of metadata is necessary for a functional integration:

  • Connection Url (webservice)
  • port
  • Login
  • Password
  • Specific parameters

Account: account id (production/test database, see: https://wiki.easyvista.com/xwiki/bin/view/Documentation/Customize+differents+accounts?language=en )

for each of the operations:

requestguid GUID : Identifier (GUID) of the parent query.

filterguid Filter GUID : If not supplied the filter Default is used. To find the GUID of a filter: copy the URL of the filter in a text editor and retrieve the value of the parameter q2_e

viewguid View GUID : GUID of the view Product name - ev itsm.png. If not supplied the view Default is used. To find the GUID of a view: copy the URL of the view in a text editor and retrieve the value of the q2_r

Publisher's documentation: https://wiki.easyvista.com/xwiki/bin/view/Documentation/EZV_SYS_ExecuteInternalQuery

 

"createticket" contains the default values to be passed to the ticket during creation.

 

For example:

{ "account": "50016",

"companylist: {"requesterguid": {0C7F989D-3AB1-4372-BC25-CBF2A2C1BD00}},

"filterguid": " {6F1605EA-CE26-4E06-87DF-66F2B4D235E7} ",

"viewguid: " {2A74F5A3-3B3D-4B7B-B8E4-5030A106FC01} " },

" ticketlist ": { " requesterguid ": " {6938436D-B024-4B9E-9815-A41C1D7C7A0E} ",

"filterguid": " {0949BF14-5759-467E-B5CC-6940A305AA91} ",

"viewguid: " {0D593DAF-69A1-4DD9-A328-3883EF495CAE} " },

"createticket": { "catalog_code": "WingooWM",

"urgency_id": "1",

"origin": "9" }

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