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.

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:

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.

Autocomplete

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
Concatenation of the Object and Description field	in the description field

Ticket recovery

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 -   see Procedure

3. Check the box REST API to allow the use of the REST API.
         

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

• 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 or if it cannot be used by moving the cursor to .
  • 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.
         
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
        Hosts	CRITICAL	High	1	1	1
        Hosts	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<\/strong>": "50005",
    "createticket": {
        "instruction<\/strong>": "true",
        "submit_date<\/strong>": "ack",
        "catalog_code<\/strong>": "Supervision",
        "priority<\/strong>": [
            {
                "2": [
                    {
                        "impact_id": "3",
                        "urgency_id": "1"
                    },
                    {
                        "impact_id": "2",
                        "urgency_id": "1"
                    },
                    {
                        "impact_id": "1",
                        "urgency_id": "1"
                    }
                ],
                "3": [
                    {
                        "impact_id": "3",
                        "urgency_id": "3"
                    },
                    {
                        "impact_id": "2",
                        "urgency_id": "3"
                    },
                    {
                        "impact_id": "1",
                        "urgency_id": "3"
                    }
                ]
            },
            {
                "1": [
                    {
                        "impact_id": "3",
                        "urgency_id": "2"
                    },
                    {
                        "impact_id": "2",
                        "urgency_id": "2"
                    },
                    {
                        "impact_id": "1",
                        "urgency_id": "2"
                    }
                ],
                "2": [
                    {
                        "impact_id": "3",
                        "urgency_id": "1"
                    },
                    {
                        "impact_id": "2",
                        "urgency_id": "1"
                    },
                    {
                        "impact_id": "1",
                        "urgency_id": "1"
                    }
                ],
                "3": [
                    {
                        "impact_id": "3",
                        "urgency_id": "3"
                    },
                    {
                        "impact_id": "2",
                        "urgency_id": "3"
                    },
                    {
                        "impact_id": "1",
                        "urgency_id": "3"
                    }
                ]
            }
        ],
        "impact_id<\/strong>": "",
        "urgency_id<\/strong>": "",
        "origin<\/strong>": "38"
    },
    "severity_id<\/strong>": "40"
}