Article
Search
Shameless Plugs
Most Popular
Who's online
User login
5767
Heat and Remedy Integration Using Web Services
Wondering how to get started on the road to integrating Novell Identity Manager with Help Desk solutions like Heat or Remedy? Often, the requirements are not around provisioning, since Help Desk solutions provide native support for AD or LDAP. The requirements are more from an operational perspective, i.e. how can we provide alignment with business processes.
For example, when a new employee is being hired, maybe we want the automatic creation of a Trouble Ticket which is considered a manual task to provision the new employee with a laptop, a cell phone, etc. Many organizations work like that today, using Help Desk to track manual tasks.
So when one is deploying Novell Identity Manager, more specifically the workflow engine that is part of Role Based Provisioning Module, wouldn't it be nice to create or update Help Desk tickets as part of the workflow? Or use an IDM driver to take care of that?
One of the most interesting ways to build integration is to use Web Services. Below I will provide an overview of the steps required for Heat.
Image 3: Clicking the URL link starts a browser session for a page that allows to either test the service, or access the Service Description.
Image 10: Data Mapping(Input and Output) can be now tied to workflow variables. Workflow variables can contain the content of request form input fields, retrieve vault attributes, workflow attributes (e.g. recipient), etc.
Now one can just follow the typical rules for assembling a workflow, and the integration can be aligned with the business requirements.
The procedure would be similar with Remedy, or other Help Desk software that support Web Services.
You can download a WSDL file created with Heat below. Useful if you don't have access to Heat but would like to test importing into Integration Activity.
| Attachment | Size |
|---|---|
| webservice1.asmx-2.wsdl_.zip | 972 bytes |
Disclaimer: As with everything else at Cool Solutions, this content is definitely not supported by Novell (so don't even think of calling Support if you try something and it blows up).
It was contributed by a community member and is published "as is." It seems to have worked for at least one person, and might work for you. But please be sure to test, test, test before you do anything drastic with it.
Related Articles
User Comments
- Be the first to comment! To leave a comment you need to Login or Register
- 5767 reads
0