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HP OpenView ServiceDesk

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The HP Service Desk adapter can communicate with the HP Service Desk web API. Please check the supported platforms to see which version of Service Desk are supported.



Orb-Blue-Minus-24Manage Fields

The fields that are available for communicating with HPSD45, can be viewed and updated when clicking on this link. New fields can't be added.


This form gives the possibility to rename web service field names and make them available or not for mapping in SD45 process steps and if the field value should be displayed in detail screens. Use the weight field to set the order of the fields on the detail screens

Orb-Blue-Minus-24SD 4.5 Web Service URL

URL to the Web Service for ServiceDesk 4.5. This Web Service is part of the SSP 7 software package and should be installed in a Tomcat environment.

Example value: http://hostname:8080/SmtxSd45Connector/services/Connector.

Orb-Blue-Minus-24SD 4.5 Server

Provide the hostname or IP address of the servicedesk server.

Orb-Blue-Minus-24SD 4.5 Read only username

To be able to read data from servicedesk through the webAPI, an username with read access is required. A user with the Self Service Pages role will have enough rights.

Orb-Blue-Minus-24SD 4.5 Read only password

Password of the SSPRead account in ServiceDesk.

Orb-Blue-Minus-24SD 4.5 Write username

To be able to write data to servicedesk through the webAPI, an username with write access is required. Please make sure this user is always able to logon (preferably Named user license). The role linked to this user should be able to create service calls, changes and work orders. The role should also have read access to all other entities.

Orb-Blue-Minus-24SD 4.5 Write password

Password of the SSPWrite account in ServiceDesk.

Orb-Blue-Minus-24Retry count

Use this setting to define how often SSP7 should try to create an entity in HPSD45. When this value is set to 5, SSP7 will try, in case of failure, for an additional 5 times to create the entity. After 5 attempts the step will show red as failed. While the retry is pending, the step is shown in orange. The time between retries depends on the interval set for the task that manages these retries. For more information on this task, visit the tasks section of this admin guide.

Orb-Blue-Minus-24SD4.5 Database connection string

This connection string is used to get direct access to the SD4.5 database, in order to run the queries defined under SD4.5 Database User Query and SD4.5 Database Synchronization query.

For Oracle the connection string format looks like this:

data source=ORCL_TNS;user id=ORCL;password=ORCL;persist security info=false

For Microsoft SQL Service the connection string looks like this:

data source=servername;initial catalog=SMTXSSP7;User ID=SMTXSSP7;Password=SMTXSSP7;persist security info=False;packet size=4096

Orb-Blue-Minus-24SD4.5 Database type

Select here if Oracle or SQL Server is used as database server.

Orb-Blue-Minus-24SD4.5 Database User Query

The query defined here is used to map the LDAP username to a contact record in SD4.5. Please note that this query should retrieve all the fields defined on the User Data tab. The query MUST contain the variable {0}.

In case SD4.5 authentication or SSP Internal authentication is used, the {0} variable is replaced with the used login name.

When LDAP is used for authentication, the field defined as LDAP unique ID field on the LDAP tab, is used to replace this variable.

This query is executed every time a user logs into SSP and every time a user is selected as the requested for person in a submitted request form.

An example query is:

select p.per_oid as PerOid, p.per_firstname as PerFirstName, p.per_lastname as PerLastName, p.per_email as PerEmail, manager.per_oid as ManagerPerOID, manager.per_name as ManagerName, manager.per_email as ManagerEmail, manager.per_firstname as ManagerFirstName, manager.per_lastname as ManagerLastName, pec_pershorttext9 as RoleSetName from itsm_per_custom_fields pcf, itsm_persons p left outer join itsm_organizations on p.per_org_oid = org_oid left outer join itsm_Persons Manager on manager.per_oid = org_manager_oid where pcf.pec_per_oid = p.per_oid and p.per_sourceid = '{0}'

Orb-Blue-Minus-24SD4.5 Database Synchronization query

The query defined here is used to synchronize the person information in SSP with the Persons in SD4.5. This query should only retrieve the basic user information like first name, last name and Email address. The other user fields defined on the User Data tab, are retrieved by the User Query mentioned above.

This query is executed by the SSP Scheduler application, which is triggered by Tasks. Please refer to the chapter about Tasks to learn more about the scheduler.

Orb-Blue-Minus-24SD4.5 Date Format

Set here the date format as required by SD4.5. This setting is used to write date values to SD4.5.

Example: dd/MM/yyyy

Orb-Blue-Minus-24SD4.5 DataTime Format

Set here the datetime format as required by SD4.5. This setting is used to write date/time values to SD4.5

Example: dd/MM/yyyy hh:mm

Orb-Blue-Minus-24SD4.5 FTP Server

The FTP server that contains the SD4.5 attachments.

Orb-Blue-Minus-24SD4.5 FTP User

Username to get access to the FTP server.

Orb-Blue-Minus-24SD4.5 FTP Password

Password of the FTP user.

Orb-Blue-Minus-24SD4.5 FTP Target Folder

Folder were the SD4.5 attachments are stored.

Orb-Blue-Minus-24SD4.5 FTP Type

Select if the FTP server acts in Active or Passive mode.