how to integrate ca service desk with servicenow

vemulavamsi
Mega Contributor

‎09-10-2017 11:02 PM

Hi Team,

I am new to servicenow integrations with other ticketing tools. Can any one please help me, how to integrate CA Service Desk with ServiceNow.

What are the prerequisites and what are the ways we have to integrate CA Service Desk with ServiceNow.

Thanks,

Vamshi Krishna

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5 REPLIES 5

Karthik Reddy T
Kilo Sage

‎09-10-2017 11:13 PM

Hello Vamsi,



Refer the below links may helpful to you.



How to Configure a ServiceNow Integration - CA Service Operations Insight - 3.2 - CA Technologies Do...



Spectrum Service Desk Integration - option to w... | CA Communities


Karthik Reddy T.
ServiceNow Commnunity MVP -2018 class.
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gauravchoudhury
Tera Guru

‎09-10-2017 11:19 PM

Hi Vamshi,



This depends on your requirement; do you want to perform a real time integration with CA Service Desk.



Ideally one should be using web services. ServiceNow supports both SOAP and REST based web-services and you can choose any one depending on what CA Service Desk supports.



The following video tutorial explains, with use case examples, how web services work in ServiceNow instances. Provides a brief overview of the System Web Services application.



Web Services Part 1 | Introduction



ServiceNow supports both inbound (provider) and outbound (consumer) web services.



Direct inbound web services



Inbound web services allow you to access and modify ServiceNow data using a client application.


  • REST API
  • Scripted REST APIs
  • SOAP web service
  • CSV Web service
  • Excel web service
  • JSONv2 Web Service
  • PDF web service
  • RSS feed generator
  • XML web service


Other inbound web services



  • ODBC driver
  • Scripted SOAP web services


Outbound web services



Outbound web services allow you to send SOAP and REST messages to external web service providers.


  • Outbound SOAP web service
  • Outbound REST web service


  • REST APIREST (REpresentational State Transfer) is a simple stateless architecture that generally runs over HTTP.
  • Scripted REST APIsThe Scripted REST APIs feature allows application developers to build web service APIs.
  • SOAP web serviceThe SOAP Web Services provided by ServiceNow are WS-I compliant, as outlined in the WS-I Basic Profile 1.0.
  • Inbound web service examplesInbound web service examples demonstrate how to access ServiceNow web services.
  • Excel web serviceYou can export a list to an Excel file using an HTTP GET request.
  • CSV Web serviceAn administrator can retrieve CSV data using an HTTP GET request.
  • JSONv2 Web ServiceThe ability to describe sets of data in JSON format is a natural extension to the JavaScript language.
  • PDF web serviceThe Now Platform supports programmatic retrieval of PDF data through an HTTP GET request.
  • XML web serviceThe Now Platform supports programmatic retrieval of XML data through a URL query (HTTP GET request).
  • RSS web serviceRSS (Rich Site Summary) is a format for delivering web-based information that changes regularly.
  • Web services securityWeb services security is enforced using a combination of basic authentication challenge/response for the HTTP protocol and system-level access control using the Contextual Security Manager.
  • REST & SOAP API analyticsREST & SOAP API analytics allows you to track and analyze web service API usage.
  • Outbound REST web serviceServiceNow outbound REST functionality allows you to retrieve, create, update, or delete data on a web services server that supports the REST architecture.
  • Outbound SOAP web serviceThe SOAP Message module can be used to develop, prototype, and save outbound SOAP messages that can be reused in business rules and scripts.
  • Outbound web services mutual authenticationMutual authentication establishes trust by exchanging Secure Sockets Layer (SSL) certificates.
  • Outbound web services loggingLog requests and responses for outbound web services such as REST and SOAP.
  • Server Name Indication for outbound web servicesOutbound HTTP requests, including outbound SOAP, REST, and GlideHTTPClient requests support Server Name Indication.
  • HTTP Client Connection ManagementOutbound HTTP(S) connections from a ServiceNow ITSA Suite instance or inbound connections from MID Servers, the ODBC driver, and other clients are maintained and reused where possible.
  • ODBC driverThe ServiceNow ODBC driver allows an ODBC client to connect to the Now Platform for reporting.


Source: Link


vemulavamsi
Mega Contributor

‎09-11-2017 03:02 PM

Hi All,



Thank you so much for your reply. I will check and update you.


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