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ServiceNav - EasyVista Integration Overview

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Objectives of the integration

  • Creation and synchronization of tickets from the supervision
  • Creation / linking of park elements

 

Last version validated

Easyvista Cloud Oxygene 2018.1.183.0 (x64) 

Integration via Easyvista REST APIs.

Value proposition

Very simply, the diagram below describes the interaction of these two processes through the life cycle of the change of states of a supervisory control in ServiceNav and the life cycle 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 go to the OK state. In the same way, the operator can very well carry out an action on the component associated with the control, but leave the ticket in 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 and Measurement of the operating load linked to supervision: to facilitate the traceability of production actions following the acknowledgement of an event

–      Enhanced efficiency To guide the operator 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 supervision of a company as in the supervision of a fleet of equipment for several companies.

 

Usage scenarios

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

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

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

 

The following functional flows are implemented for integration:

Objective Origin Recipient Interaction
Configure: associate a company in ServiceNav with the company in EasyVista ServiceNav EasyVista Ask for the 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 information of the supervision event. ServiceNav EasyVista Request the creation of the ticket :

 

  • Date of creation
  • Company
  • Content of the event
  EasyVista ServiceNav Ticket creation

 

Communication of the ticket number

  ServiceNav EasyVista Record the ticket number in the database, associated with the control, and display the EasyVista ticket in the ServiceNav interface.
Display the status of a ticket ServiceNav EasyVista Requesting ticket information based on the ticket number :

 

  • Status
  EasyVista ServiceNav Providing the status of the ticket.

 

Details of the entities

 

List of EasyVista companies

Retrieving the list of companies

In order for a ticket to be added to a company's or site's equipment through ServiceNav, then this company/site must be clearly identified on the integration. For this, each company/site has a link to a company defined in EasyVista.

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

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Autocomplete

 

EASYVISTA ServiceNav
 

 

You must enter the complete location or complete location code to retrieve the complete location.

In the example below, 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 dot or the equipment/service record, 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 recovery

 

ServiceNav EASYVISTA
Ticket sent to the supervision

 

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Retrieving fields in Easyvista

 

 

 

 

 

Easyvista Configuration

Elements to be provided by the client

 

Dedicated Easyvista user

Step 1: Create a REST API profile

1. Go to the screen Administration > Access Management > User Profiles.

2. Create a new profile -  Open url.png see Procedure

3. Check the box REST API to allow the use of the REST API.
         REST API - Dedicated user.png

4. Click on Wheel icon.png in relation to the field REST API to define access rights to theREST API Service Manager.

        REST API - Route switchs.png

  • Check the routes (or resources) that the profile can access.
  • For each selected route, indicate whether the profile can use the HTTP method by moving the cursor to REST API - Route switch on icon.pngor if it cannot be used by moving the cursor to REST API - Route switch off icon.png.
    • GET read-only access ;
    • POST write access ;
    • PUT / PATCH access in modification ;
    • DELETE : access by deletion.

Step 2: Create a dedicated user, authorized to make REST requests

1. Go to theemployee directory : menu Asset Management / Operation / Transition / Extended CMDB / Project > Directories > Employees.

2. Create a new employee and assign the previously created profile.
         User - Profile REST API.png
All multilingual data is returned in the language of that user.

This user will need access to the following resources:

  • Assets GET 
  • catalog-assets GET  
  • catalog-requests GET 
  • configuration-items GET
  • GET rentals
  • GET / POST requests

 

ServiceNav - Integration metadata

A number of metadata are required to set up the integration:

  • Url of the instance:  https:///
  • Port: to be opened upstream (443/80 or other)
  • Previously created login : 
  • Password :
  • Additional information: 
    • Account account id (prod base/test base, see : https://wiki.easyvista.com/xwiki/bin/view/Documentation/Customize+differents+accounts?language=en )
    • createticket The "Default values" section contains the default values to be passed to the ticket when it is created:
      • instruction {true;false} : add or not the instruction associated to the equipment/service, in the ticket description
      • submit_date {ack;} : if "ack", the ticket opening date = date of the alert confirmed in ServiceNav. If empty, the ticket creation date is filled in.
      • catalog_code default value of the subject (Easyvista table) to be filled in on the tickets created
      • origin ticket origin (id)
      • priority Priority matrix
        • The priority is calculated, in Easyvista, according to the fields impact_id and urgency_id

        • Object Status Criticality Impact_ID EZ Emergency_ID EZ Priority in EZV
          0: Equipment
          1: Service
          0 : ok
          1: warning
          2 : critical
          3: unknow
          0 : low
          1: average
          2: high
              Calculated in EZV according to urgency and impact
          Equipment CRITICAL High 1 1 1
          Equipment CRITICAL Average 2 1 2
          Unitary Service WARNING High 1 2 2
          Unitary Service WARNING Average 2 2 3
          Unitary Service WARNING Low 3 2 4
        • Ex: If the equipment is in CRITICAL and its criticality is 1 then the impact_id= 1 and the urgency_id=1
        • If the matrix is not filled in (or not exhaustive), the default values of impact_id, urgency_id and severity_id are used.

 

Expected format for integration metadata :

{
   "account": "50005",
   "createticket":{
      "instruction": "true",
      "submit_date": "ack",
      "catalog_code": "Supervision",
      "priority":{
         "0":{
            "2":{
               "0":{
                  "impact_id": "3",
                  "urgency_id": "1"
               },
               "1":{
                  "impact_id": "2",
                  "urgency_id": "1"
               },
               "2":{
                  "impact_id": "1",
                  "urgency_id": "1"
               }
            },
            "3":{
               "0":{
                  "impact_id": "3",
                  "urgency_id": "3"
               },
               "1":{
                  "impact_id": "2",
                  "urgency_id": "3"
               },
               "2":{
                  "impact_id": "1",
                  "urgency_id": "3"
               }
            }
         },
         "1":{
            "1":{
               "0":{
                  "impact_id": "3",
                  "urgency_id": "2"
               },
               "1":{
                  "impact_id": "2",
                  "urgency_id": "2"
               },
               "2":{
                  "impact_id": "1",
                  "urgency_id": "2"
               }
            },
            "2":{
               "0":{
                  "impact_id": "3",
                  "urgency_id": "1"
               },
               "1":{
                  "impact_id": "2",
                  "urgency_id": "1"
               },
               "2":{
                  "impact_id": "1",
                  "urgency_id": "1"
               }
            },
            "3":{
               "0":{
                  "impact_id": "3",
                  "urgency_id": "3"
               },
               "1":{
                  "impact_id": "2",
                  "urgency_id": "3"
               },
               "2":{
                  "impact_id": "1",
                  "urgency_id": "3"
               }
            }
         }
      },
      "impact_id":"",
      "urgency_id":"",
      "origin": "38"
   },
   "severity_id": "40"
}

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