Service request remediation page documentation (i.e. servicenow connector)

[Hannah Massie]

Can anyone point me to documentation as to what the the Service request remediation (i.e. ServiceNow connector) does, how it works and how to set it up?

Thanks

[Johannes Bedrech]

Hi Hannah,

After a quick search I found a PDF which may explain the integration... (starting from page 43)
What´s New in ITMS 8.5 - Deep Dive
I´m not sure if this still works because CCS VM is EOL since December 31, 2020

[Mike Grueber]

I may be able to add some information to help clarify the situation. 

ITMS has never included native functionality to create a ticket in ServiceNow or any other third party service desk tool.  Many years ago, ServiceNow created an Altiris Connector.  However, I do not believe that connector has been supported by ServiceNow for many years.

At one time, there was also integration between Symantec's Control Compliance and ITMS products.  That integration involved vulnerabilities detected on Windows computers by CCS for which patches were available and could be installed by ITMS.  This integration was possible because CCS and ITMS both used the same data feed to identify missing patches on Windows computers.  This integration was implemented in a manner that resulted in CCS (not ITMS) creating tickets in ServiceNow.  Once tickets were approved in ServiceNow, it would call ITMS APIs to create a software update policy.  As that software update policy installed the patch on applicable computers, ITMS would update the status of the ticket in ServiceNow.  This integration has been deprecated an is no longer supported because CCS no longer uses the aforementioned data feed.

You most likely could develop integration between ITMS and ServiceNow. I assume you would need to be familiar with the ServiceNow APIs required to create a ticket and the Altiris APIs to extract the information from the ITMS database required for the ticket.

[Hannah Massie]

HI Mike,

Thanks. I was hoping that you might be able to get ServiceNow to send a task to ITMS from a ticket and for that task to be executed and the results returned to ServiceNow. Specifically I was looking to an asset retirement process, but there are other tasks I could think of. 

Ah well never mind. It was worth asking the question and thanks for the answer.

Kind regards

Hannah

[Dmitri Gornev]

Hi Hannah,

the easiest option to retire computer programmatically would be to use ResourceManagementLib..::.SetAssetState API method.

Here is the web service you can use for it:
<NS SERVER>/ASDK.NS/ResourceManagementService.asmx?op=SetAssetState

API documentation:
<NS installation folder>\Altiris\Altiris ASDK\Help
Altiris.ASDK.NS Namespace->ResourceManagementLib Class->ResourceManagementLib..::.SetAssetState Method

Sample web request to set resource to "Retired" state:
https://<NS SERVER>/Altiris/ASDK.NS/ResourceManagementService.asmx/SetAssetState?assetGuid=<Resource GUID>&stateGuid=492c463b-afa2-4dd6-ae73-6fd2c7b0e489

Best regards,

Dmitri.

[Hannah Massie]

Thanks Dmitri. Useful to know KR Hannah