Hi Abhishek, You have two options here:
1) Use the OOTB ITSM Web Services (which uses the OOTB staging forms) and add some overlay filters on the relevant staging forms to perform the logic you want to add. For the Work Log updates going out, you can then add an overlay filter on the work Log forms to consume the 3rd-pary web services. 2) Create your own staging forms that have the exact logic you need and publish some web services from your staging forms after integrating it with the relevant "request" forms. Both options will work, but I personally prefer option 2 because it keeps OOTB code OOTB and gives you more functional control, but it does require some extra development work initially. It also depends on: 1) How much time you have to do the development. 2) How concerned you are with keeping OOTB things OOTB for support and the next upgrade's sake. 3) How much control you need in terms of adding your own business logic/functions to the integration that may not be part of the OOTB functionality. 4) Will the extra logic you need to add break any of the OOTB workflows on the OOTB staging forms or vice versa? 5) Whether or not you have an existing custom module you can use for this type of integration and business logic. Best Regards, Theo Fondse -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand Sent: Tuesday, 13 June, 2017 11:23 AM To: arslist@ARSLIST.ORG Subject: How to perform the Integration for third party using the Web Service? Hi Experts, We are having below requirement for Web Service integration:- 1. To create new requests in remedy with the help of web service integration with third party. 2. The third party data will be also having customer/requester details so as to feed it in customer contact details for Incident creation. 3. The challenge is that we need to apply the business logic that if customer detail is not present in CTM:People form, then we need to create new people record. 4. Also we have to perform the status update towards the customer/third party along with other updates like work log update via web service only. 5. At last we have to perform the Resolved/Closed status update for every incident towards third party/customer. Please could you suggest the best feasible approach to achieve the above mentioned scenario via web service only. We are working on ITSM/ARS 8.1.02. Early response will be highly appreciated. Regards, AA _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
