ServiceDesk

Hello,

We have a custom Web-Based .NET application unrelated to ServiceDesk that we would like to integrate with ServiceDesk in a way that pushes data into ServiceDesk with the hopes of generating a ticket with at least one  working Primary Task.  From our understanding that ServiceDesk is NOT data driven, it will take more work than just generating an incident number and populating a couple of tables.

Can someone help verbalize why this would be a major undertaking verse a simple table population with a working incident?

Our developers work with the data driven .NET appliations design and are not familiar with the process driven design behind ServiceDesk.

There are several ServiceDesk web services that you could easily use to achieve you goal. The submittal forms used for creating an incident actually calls the web services and pass the necessary information along.

If you developers are familiar with making web service calls they should be able to easily setup a process to gather the necessary data and pass it into Service Desk. The web service they will need to call is found in http://servername/SD.IncidentManagementSimple/IncidentManagement.asmx. Depending on what information you wish to be returned to the calling process you can use the methods SubmitIncident or SubmitIncidentAndReturnPID.

Thank you - Is there more information that can be found on these web services that we can read?  Basically, to start, they would like to perform a few actions that done on the Create Incident form.

Assignee

Title

Description

Classification

Attachment

Have this information as part of a ticket that gets assigned to queue.

The web service expects a SOAP response when it is called. I don't know about attachments, but all the other fields you should be able to provide when you call the web service. For the formatting and fields available you can launch the service in a browser and it will display the expected format information.