Prerequisites

• Ensure that the (one of the) following WSDL is accessible:

  • For Service Request: http://<host>:<port>/SM/7/ServiceCatalogAPI.wsdl

  • For Incident Request: http://<host>:<port>/SM/7/IncidentManagement.wsdl

  • For Change Request: http://<host>:<port>/SM/7/ChangeManagement.wsdl
    

  Where <host> is the host name of the system where HP Service Manager is setup and <port> is port number configured for the above web services on HP Service Manager setup.Alternatively, use a Soap UI tool to submit a simple request (for example, incident). For convenience you can use the basic authentication mechanism for authorization with SOAP UI tool to confirm that the web service layer is functional.

• (Only for Service Request)

  • To enable Service Request and perform any operation, you must create a Catalog Item in Service Catalog module. For more information on the procedure for creating a Catalog Item, see Creating New Service Request Catalog Item.

  • If Identity Name on IdentityIQ does not match the Contact Name on HP Service Manager, perform the steps mentioned in Exporting user details from HP Service Manager (Micro Focus) and Importing user details from HP Service Manager (Micro Focus) to IdentityIQ.

Permission for HP Service Manager User

To obtain the minimum permission required for a HP Service Manager User, perform the following:

1. Create a new contact as follows:

   • On HP Service Manager page, navigate to System Administration > Base System Configuration > Scheduled Maintenance > ContactsUnder the Contact tab, enter Contact Name and Full Name. Click on Add button on the top of the page.

2. Create new operators as follows:

   • On the left page, navigate to System Administration > Ongoing Maintenance > Operators

   • Enter the following details and click on Add.
     Login Name
     Full Name
     Contact ID
     Default Company

3. Create new application profiles as follows:

   • Service Request: To create Request Fulfillment in HP Service Manager from IdentityIQ through integration, minimum permission required is Request Co-ordinator as a user role who has right to create any new request fulfillment.

     Administrator can create a customized role to create Request Fulfillment from IdentityIQ. Customized user can be created as follows:

     1. Navigate to System Administration > Ongoing Maintenance > User Roles and enter the following parameters:

        Tab	Field name	Supported field value
        Profiles	Configuration Profile	Default
        	Security Roles	Default
        		Request co-ordinator
        Startup	Capability Words	SOAP API
        Data Access	Table Name	Application

        • Incident Request: To create incident in HP Service Manager from IdentityIQ through integration, minimum permission required is Incident Co-ordinator as a user role who has right to create any new incident and perform workflow which is capable of closing the incident.

          By selecting user role as Incident Co-ordinator, select the following under the Startup tab:

          • SOAP API as execute capabilities

          • Interactions and Service Desk as Query Groups

          Administrator can create a customized role to create incident from IdentityIQ. Customized user can be created as follows:

        1. Navigate to System Administration > Ongoing Maintenance > User Roles and enter the following parameters:

           Tab	Field name	Supported field value
           Profiles	Configuration Profile	Default
           	Security Roles	Default
           		Incident coordinator
           Startup	Capability Words	SOAP API
           Data Access	Table Name	Application

        • Change Management: To create change in HP Service Manager from IdentityIQ through integration, minimum permission required is Change Co-ordinator as a user role who has right to create any new change.

          Administrator can create a customized role to create change from IdentityIQ. Customized user can be created as follows:

          1. Navigate to System Administration > Ongoing Maintenance > User Roles and enter the following parameters:

             Tab	Field name	Supported field value
             Profiles	Configuration Profile	Default
             	Security Roles	Default
             		Change coordinator change
             		Change coordinator tasks
             Startup	Capability Words	SOAP API
             Data Access	Table Name	Application

             To perform workflow and close change ticket, select a user with role as Change Manager. This role activates the Next Phase button which helps to move tickets from one phase to another.

             
             At Change Approval stage, the following users are required to approve the tickets and move them to next phase:
             - Change.Approver: User having group membership of Change.Approver
             - Change.Manager: User having group membership of Change.Manager

             Once these users submit their approval, ticket gets moved to the next phase and then it can be moved to closure phase.

4. On the Operator Record page, under the Security tab, enter the Password and select the Unlimited Sessions and Prevent Lockout checkboxes.

5. Create new login profiles as follows:
   On the Operator Record page, under the Login Profiles tab, enter the details of the following parameters (as shown in the following figure) and select the Named User checkbox:

   • Date Format: mm/dd/yy

   • Message Level: Information

6. On the Operator Record page, under the Startup tab, enter the details of the following parameters and select the Activate Command Line on Startup checkbox:

   Parameters	Value
   RAD Name	menu.manager
   name	MAIN MENU
   prompt
   string1	HOME

   Under the startup, select the values for Executive Capabilities and Query Groups from the drop down list as follows and click the Save button:

   • Execute Capabilities
     partial.key
     SysAdmin
     SQLAdmin
     SOAP API
     user.favorites

   • Query Groups
     Service Desk
     Interactions