Currently Supported Providers
4 min
below is the list of the current activate service desk providers available for integrating activate with an external it service management (itsm) system each provider includes the base integration logic required to connect to the itsm product, enabling data exchange such as ticket creation, status updates, and workflow automation these integrations are provided as base frameworks — installation, configuration, and any organisation specific customisation are still required to align with local processes and security standards supported itsm products itsm product integration type notes assyst full web service based integration supporting incident, change and request management synchronisation ca r12 full web service integration for standard itsm functions verify credentials and wsdl access before setup cherwell full web service integration supporting rest and soap endpoints depending on version authentication is typically via api keys or oauth heat cloud full web service integration supporting cloud hosted instances of heat ensure firewall rules permit outbound https traffic to the tenant remedy full 64 bit api only supports bidirectional ticket and task updates using the remedy ar system api see prerequisites below servicenow full web service integration using the servicenow rest api (table api) supports incident, request, and change management automation supatools full web service integration providing incident and task synchronisation validate api endpoint urls and credentials prior to configuration integration overview each integration is designed to automate ticket creation and status updates from activate workflows allow bidirectional communication between activate and the itsm tool, maintaining a single source of truth for service requests support authentication and session management through the itsm system’s preferred mechanism (e g oauth, basic auth, or api keys) allow for field mapping and data transformation , ensuring consistency between activate objects and itsm schema include logging and trace options for troubleshooting api or web service calls during setup and runtime integrations can be configured for direct service desk use or embedded into automated provisioning and access workflows within activate service desk provider prerequisites remedy the remedy integration uses the bmc remedy ar system 64 bit api , which requires microsoft runtime libraries to be installed on the activate server these must be installed before deploying or testing the remedy connector microsoft prerequisites https //www microsoft com/en nz/download/details aspx?id=15336 https //www microsoft com/en nz/download/details aspx?id=15336 https //www microsoft com/en us/download/details aspx?id=48145 https //www microsoft com/en us/download/details aspx?id=48145 ensure both packages are installed and available in programs and features before proceeding after installation, restart the activate orchestrator and verify the remedy provider loads successfully in activate studio under //resources/servicedeskproviders/remedy additional notes when deploying any service desk integration, confirm api endpoint connectivity from the activate server if integrating with cloud hosted itsm systems (e g servicenow or heat cloud), ensure outbound internet access and proxy settings are correctly configured it is recommended to perform initial configuration and testing in a non production environment before rollout