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Editing an Existing Operation

To edit an existing operation, perform the following steps:

  1. On the Admin tab, select Site Management > ITSM Integration. The ITSM Integration view opens, listing the available services of the connected systems.

    If you are connected to Service Now, the following services could be listed:

    • ServiceNow - Catalog Import Set Management Service

    • ServiceNow - Create Incident Management Service

    • ServiceNow - Create Request Management Service

    • ServiceNow - Update Task Sequence Request Management Service

    • If you are connected to Remedy, five services are listed:

    • Remedy - Create Incident Management Service

    • Remedy - Create Request Management Service

    • Remedy - Incident Status Management Service Wrapper

    • Remedy - Query Incident Management Service

    • Remedy - Service Request Status Management Service Wrapper

    If you have added a connection to another ITSM system, it will be listed here.

  2. Click on one of the services. A list of the operations included in the selected service opens:

  3. Click on an operation. The Configure Operation view for that operation opens.

  4. In the top part of this screen, review and edit the operation settings, as described in About the Operation Settings.

  5. In the Configure Fields table, edit the parameters, as described in About the Parameter Settings.

    note

    When configuring the Request_Submit_Service operation for a BMC Remedy service request, you need to enter a value in the TitleInstanceID field that identifies a BMC Service Request Definition template. For information on obtaining this value, see Obtaining a SRD (Service Request Definition) Template for a BMC Remedy Service Request.

  6. Click Save to save your edits.