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ServiceNav - EasyVista Integration Overview

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Integration goals

  • Creation and synchronisation of tickets from monitoring
  • Creation / linking of park elements

 

Supported versions

Easyvista 2016.1.162.8

Value Proposition

 

Very simply, the diagram below describes the interaction of these two processes through the lifecycle of a change of supervisory control states 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 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 cause the ticket to be closed.

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 an EasyVista 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:

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

- View the EasyVista ticket with status information from the control displayed in ServiceNav

 

The following functional flows are implemented as part of integration:

Introduction 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 supervision event information. ServiceNav EasyVista Ask for the creation of the ticket:

  • Creation date
  • Company
  • Content of the event
EasyVista ServiceNav Creating the ticket

Communication of the ticket number

ServiceNav EasyVista Saving the ticket number in the database, associated with the control. 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 equipment through ServiceNav, then that company/site must be clearly identified on 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 localization or full localization code to retrieve the complete localization.

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

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Adding a ticket

For a piece of equipment or a service in a critical status, by clicking on the coloured sticker or the equipment/service sheet, 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 rewound on supervision

C:c79560100f36d0d7c1736311a29fc25a 

 

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 return, 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 based on views and filters, which must be created in Easyvista and then retrieve their IDs.

    • 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

The locations in Easyvista concern all the 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 positioned on the table of locations (AM_LOCATION) in order to filter them.

 

ServiceNav - Integration metadata

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

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

Account: account id (prod/base of test, 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 : Filter GUID. If not filled in, 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 filled in, 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

 

The "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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