Configuring HEAT/ITSM Integration

Specify several settings in the ICDB (configuration table) before DSM can start communicating with HEAT Classic, ITSM 6/7 or HEAT Service Management. Finally, open the HEAT/ITSM Manager and register the integration module on DSM side, as explained in the HEAT/ITSM documentation.

The values are defined on ORG level only and are not passed on to child levels.

Connection settings for HEAT Classic

How to configure HEAT Classic Integration in DSM:

  1. In the Infrastructure view, open the Configuration tab and unlock the configuration database.
  2. Select the HEAT/ITSM Integration section.
  3. Select the entry Integration with: HEAT Classic.
  4. Select the setting HEAT: Confirmation by e-mail.
    Specify whether you want the system to send a confirmation to the administrator or not.
  5. Select the setting HEAT: Recipient's e-Mail address.
    Specify the administrator's e-mail address who will receive the confirmation e-mail (e.g. [email protected]).
  6. Select the setting HEAT: E-mail subject on success.
    Specify a title for the successful installation of the change request, e.g. ticket installed successfully, ticket closed.
  7. Select the setting HEAT: E-mail subject on failure.
    Specify a title here if the change request was not executed correctly, e.g. ticket installation failed or journal entry created.

Connection settings for ITSM 6/7 or HEAT Service Management

How to configure HEAT SM / ITSM integration:

  1. In the Infrastructure view, open the Configuration tab and unlock the configuration database.
  2. Select the HEAT/ITSM Integration section.
  3. Select the entry Integration with: ITSM 6/7 or HEAT Service Management.

...if you are using ITSM 6, specify the following settings:

  1. Select the setting ITSM 6: Callback WebService URL.
    Enter the full URL address of the FrontRange Integration Call Back Web Service of ITSM 6. This is the component DSM and ITSM 6 use for communication. Enter the following value: http://<servername>/ClientLCIntegrationCallbackWeb/IntegrationCallbackService.asmx

      Make sure that the FRS Integration Call Back Service is available on ITSM side!

  2. Select ITSM 6: WebService User.
    Specify the user who has permission to access the services of the products. Use the same user as specified for the FRS Integration Proxy Web Service on ITSM side.
  3. Select ITSM 6: WebService user password.
    Specify the password of the Web Service user.

...if you are using ITSM 7 or HEAT Service Management, specify the following setting:

  1. Select HEAT SM / ITSM 7: DSM Integration Service URL.
    Enter the complete DSM Integration Service's URL address. DSM and HEAT SM / ITSM 7 use this interface to exchange data. Default port is 80 and can be modified via the HEAT SM / ITSM console. Enter the following value: http://<servername><port>/DSMIntegrationService/DSMIntegrationService.svc

...if you are using the Cloud solution of ITSM 7 or HEAT Service Management, specify the following settings

  1. Select the setting HEAT Cloud: Authentication Key.
    Enter the authentication key that you received when you purchased the product.