About the connector
Service Manager is Micro Focus’s enterprise service management solution. Its integrated applications are designed for out-of-box implementation, with best practice workflows that help organizations support their infrastructure and drive competitive advantage in their core businesses. Service Manager enables companies to manage their service and support operations. It provides the tools and workflows needed to manage corporate assets: the people, knowledge, information, processes, equipment, documentation, software, and all tangible resources collectively known as infrastructure.
This document provides information about the Micro Focus Service Manager connector, which facilitates automated interactions, with a Micro Focus Service Manager server using FortiSOAR™ playbooks. Add the Micro Focus Service Manager connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating and updating incidents on Micro Focus Service Manager and retrieving a list of incidents from Micro Focus Service Manager based on the filter query that you have specified.
Version information
Connector Version: 1.1.0
FortiSOAR™ Version Tested on: 4.11.0-1161
Micro Focus Service Manager Version Tested on: 9.60
Authored By: Fortinet.
Certified: Yes
Release Notes for version 1.1.0
Following enhancements have been made to the Micro Focus Service Manager Connector in version 1.1.0:
Installing the connector
All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:
yum install cyops-connector-micro-focus-service-manager
For the detailed procedure to install a connector, click here.
Prerequisites to configuring the connector
- You must have the URL and the initial path of the Micro Focus Service Manager server to which you will connect and perform the automated operations and the credentials (username and password pair) to access that server.
- To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOAR™ instance.
Configuring the connector
For the procedure to configure a connector, click here.
Configuration parameters
In FortiSOAR™, on the Connectors page, click the Micro Focus Service Manager connector row, and in the Configuration tab enter the required configuration details.
| Parameter |
Description |
| Server URL |
Host or domain name on which the service is available. |
| Initial Path |
Initial path that is the path of URI for a given deployment. This value should start with /SM/9/rest |
| Username |
Username used to connect to the Micro Focus Service Manager server to which you will connect and perform automated operations. |
| Password |
Password used to connect to the Micro Focus Service Manager server to which you will connect and perform automated operations. |
| Port |
TCP port number on which service is available. |
| Verify SSL |
Specifies whether the SSL certificate for the server is to be verified or not.
By default, this option is set as True. |
Actions supported by the connector
The following automated operations can be included in playbooks, and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:
| Function |
Description |
Annotation and Category |
| Create Incident |
Creates a new incident on the Micro Focus Service Manager server, based on the input parameters you have specified. |
create_incident
Investigation |
| Update Incident |
Updates an existing incident on the Micro Focus Service Manager server, based on the input parameters you have specified. |
update_incident
Investigation |
| Get Incident List |
Retrieves a list of incidents from the Micro Focus Service Manager server, based on the query and other input parameters you have specified. |
get_incidents
Investigation |
| Get Incident |
Retrieves details about a specific incident from the Micro Focus Service Manager server, based on the incident ID you have specified. |
get_incidents
Investigation |
| Get Device List |
Retrieves a list of devices from the Micro Focus Service Manager server, based on the query and other input parameters you have specified. |
get_devices
Investigation |
| Get Device |
Retrieves details about a specific device from the Micro Focus Service Manager server, based on the configuration item you have specified. |
get_devices
Investigation |
operation: Create Incident
Input parameters
| Parameter |
Description |
| Title |
Title of the incident that you want to create on the Micro Focus Service Manager server. |
| Description |
Description of the incident that you want to create on the Micro Focus Service Manager server. |
| Impact |
Impact value to be assigned to the incident that you want to create on the Micro Focus Service Manager server.
You can choose from the following options: Enterprises, Site/Dept, Multiple Users, or User.
By default, this is set as User. |
| Urgency |
Urgency value to be assigned to the incident that you want to create on the Micro Focus Service Manager server.
You can choose from the following options: Critical, High, Average, or Low.
By default, this is set as Low. |
| Category |
Category to be assigned to the incident that you want to create on the Micro Focus Service Manager server.
For example, Incident, Complaint, etc.
Note: Category values can be added in lowercase. |
| Primary Affected Service |
ID of the primary service that has been affected by the incident that you want to create on the Micro Focus Service Manager server.
For example, CI1001020 |
| Affected CI |
(Optional) ID of the service component(s) that have been affected by the incident that you want to create on the Micro Focus Service Manager server.
For example, CI1000783 |
| Subcategory |
(Optional) Subcategory to be assigned to the incident that you want to create on the Micro Focus Service Manager server. |
| Area |
(Optional) Area to be assigned to the incident that you want to create on the Micro Focus Service Manager server.
For example, performance, failure, hardware, access, etc. |
| Assignment Group |
(Optional) Assignment Group to whom the incident that you want to create on the Micro Focus Service Manager server should be assigned.
For example, Office Supplies (North America). |
| Source |
(Optional) Source of the incident that you want to create on the Micro Focus Service Manager server.
You can choose from the following options: User, Group, Event, Chat, E-mail, or Telephone.
By default, this is set as User. |
| Contact Person |
(Optional) Name of the person to contact for information about the incident that you want to create on the Micro Focus Service Manager server. |
| Outage Start Time |
(Optional) Start time of the outage due to the incident that you want to create on the Micro Focus Service Manager server.
You must enter the time in the format MM/DD/YY HH:MM:SS
For example, 08/24/18 03:30:00. |
| Outage End Time |
(Optional) End time of the outage due to the incident that you want to create on the Micro Focus Service Manager server.
You must enter the time in the format MM/DD/YY HH:MM:SS
For example, 08/24/18 05:30:00. |
| Assignee |
(Optional) Name of the assignee of the incident that you want to create on the Micro Focus Service Manager server. |
| Service Recipient |
(Optional) Name of the service recipient of the incident that you want to create on the Micro Focus Service Manager server. |
| Location |
(Optional) Location where the incident occurred that you want to create on the Micro Focus Service Manager server.
For example, Africa, Asia, Europe. |
| Solution |
(Optional) Solution (if available) to the incident that occurred and that you want to create on the Micro Focus Service Manager server. |
| Additional Fields |
(Optional) Additional fields that you want to add to the incident record that you want to create on the Micro Focus Service Manager server.
You must add the additional fields in the JSON Dictionary format. |
Output
The output contains the following populated JSON schema:
{
"Incident": {
"UpdatedTime": "",
"Description": [],
"Urgency": "",
"Assignee": "",
"Title": "",
"IncidentID": "",
"AssignmentGroup": "",
"Service": "",
"Status": "",
"Category": "",
"Phase": "",
"OpenTime": "",
"UpdatedBy": "",
"Impact": "",
"OpenedBy": ""
},
"ReturnCode": "",
"Messages": []
}
operation: Update Incident
Input parameters
| Parameter |
Description |
| Incident ID |
ID of the incident that you want to update on the Micro Focus Service Manager server. |
| Title |
(Optional) Title of the incident that you want to update on the Micro Focus Service Manager server. |
| Description |
(Optional) Description of the incident that you want to update on the Micro Focus Service Manager server. |
| Impact |
(Optional) Impact value to be assigned to the incident that you want to update on the Micro Focus Service Manager server.
You can choose from the following options: Enterprises, Site/Dept, Multiple Users, or User.
By default, this is set as User. |
| Urgency |
(Optional) Urgency value to be assigned to the incident that you want to update on the Micro Focus Service Manager server.
You can choose from the following options: Critical, High, Average, or Low.
By default, this is set as Low. |
| Category |
(Optional) Category to be assigned to the incident that you want to update on the Micro Focus Service Manager server.
For example, Incident, Complaint, etc.
Note: Category values can be added in lowercase. |
| Primary Affected Service |
(Optional) ID of the primary service that has been affected by the incident that you want to update on the Micro Focus Service Manager server.
For example, CI1001020 |
| Affected CI |
(Optional) ID of the service component(s) that have been affected by the incident that you want to update on the Micro Focus Service Manager server.
For example, CI1000783 |
| Subcategory |
(Optional) Subcategory to be assigned to the incident that you want to update on the Micro Focus Service Manager server. |
| Area |
(Optional) Area to be assigned to the incident that you want to update on the Micro Focus Service Manager server.
For example, performance, failure, hardware, access, etc. |
| Assignment Group |
(Optional) Assignment Group to whom the incident that you want to update on the Micro Focus Service Manager server should be assigned.
For example, Office Supplies (North America). |
| Source |
(Optional) Source of the incident that you want to update on the Micro Focus Service Manager server.
You can choose from the following options: User, Group, Event, Chat, E-mail, or Telephone.
By default, this is set as User. |
| Contact Person |
(Optional) Name of the person to contact for information about the incident that you want to update on the Micro Focus Service Manager server. |
| Outage Start Time |
(Optional) Start time of the outage due to the incident that you want to update on the Micro Focus Service Manager server.
You must enter the time in the format MM/DD/YY HH:MM:SS
For example, 08/24/18 03:30:00. |
| Outage End Time |
(Optional) End time of the outage due to the incident that you want to update on the Micro Focus Service Manager server.
You must enter the time in the format MM/DD/YY HH:MM:SS
For example, 08/24/18 05:30:00. |
| Assignee |
(Optional) Name of the assignee of the incident that you want to update on the Micro Focus Service Manager server. |
| Service Recipient |
(Optional) Name of the service recipient of the incident that you want to update on the Micro Focus Service Manager server. |
| Location |
(Optional) Location where the incident occurred that you want to update on the Micro Focus Service Manager server.
For example, Africa, Asia, Europe. |
| Solution |
(Optional) Solution (if available) to the incident that occurred and that you want to update on the Micro Focus Service Manager server. |
| Additional Fields |
(Optional) Additional fields that you want to add to the incident record that you want to update on the Micro Focus Service Manager server.
You must add the additional fields in the JSON Dictionary format. |
Output
The output contains the following populated JSON schema:
{
"Incident": {
"Contact": "",
"IncidentID": "",
"Description": [],
"Urgency": "",
"Assignee": "",
"Title": "",
"Status": "",
"Company": "",
"AssignmentGroup": "",
"Impact": "",
"UpdatedBy": "",
"Subarea": "",
"Category": "",
"Area": "",
"Phase": "",
"UpdatedTime": "",
"OpenTime": "",
"Solution": [],
"Service": "",
"OpenedBy": ""
},
"ReturnCode": "",
"Messages": []
}
operation: Get Incident List
Input parameters
Note: All the input parameters are optional. However, if you do not specify any parameter, then this operation does not apply any filter criteria and returns an unfiltered list.
| Parameter |
Description |
| Query |
Query (or filter) that you use to specify the search criteria, based on which you want to retrieve incidents from the Micro Focus Service Manager server.
For example, Category = "incident", Title = "Desktop screen out of order" |
| Sort |
Sorts the result of the operation, i.e., the list of incidents retrieved from the Micro Focus Service Manager server, based on the sort fields you have specified.
For example, Urgency:ascending,field2:descending |
| Start |
Index of the member from which the collection response representation begins. |
| Count |
Number of collection members to be returned by this operation. |
| View |
View of the collection that is returned by this operation.
You can choose from the following options: Summary, Condense, or Expand.
By default, this is set as Expand. |
Output
The output contains the following populated JSON schema:
{
"@start": "",
"content": [
{
"Incident": {
"Subarea": "",
"IncidentID": "",
"Urgency": "",
"Assignee": "",
"UpdatedTime": "",
"Impact": "",
"UpdatedBy": "",
"ClosureCode": "",
"JournalUpdates": [],
"ClosedBy": "",
"OpenTime": "",
"Solution": [],
"Contact": "",
"Description": [],
"Title": "",
"Status": "",
"Company": "",
"AssignmentGroup": "",
"Service": "",
"ClosedTime": "",
"Category": "",
"Area": "",
"Phase": "",
"OpenedBy": ""
}
}
],
"@totalcount": "",
"Messages": [],
"ResourceName": "",
"ReturnCode": "",
"@count": ""
}
operation: Get Incident
Input parameters
| Parameter |
Description |
| Incident ID |
ID of the incident whose details you want to retrieve from the Micro Focus Service Manager server. |
Output
The output contains the following populated JSON schema:
{
"Incident": {
"Subarea": "",
"IncidentID": "",
"Urgency": "",
"OpenTime": "",
"UpdatedTime": "",
"Impact": "",
"ClosureCode": "",
"ClosedBy": "",
"Assignee": "",
"UpdatedBy": "",
"AffectedCI": "",
"Description": [],
"TicketOwner": "",
"Title": "",
"Status": "",
"ClosedTime": "",
"AssignmentGroup": "",
"Location": "",
"Solution": [],
"ProblemType": "",
"SLAAgreementID": "",
"Company": "",
"Category": "",
"Area": "",
"Service": "",
"OpenedBy": ""
},
"ReturnCode": 0,
"Messages": []
}
operation: Get Device List
Input parameters
Note: All the input parameters are optional. However, if you do not specify any parameter, then this operation does not apply any filter criteria and returns an unfiltered list.
| Parameter |
Description |
| Query |
Query (or filter) that you use to specify the search criteria, based on which you want to retrieve devices from the Micro Focus Service Manager server.
For example, Status="Available" |
| Sort |
Sorts the result of the operation, i.e., the list of devices retrieved from the Micro Focus Service Manager server, based on the sort fields you have specified.
For example, Urgency:ascending,field2:descending |
| Start |
Index of the member from which the collection response representation begins. |
| Count |
Number of collection members to be returned by this operation. |
| View |
View of the collection that is returned by this operation.
You can choose from the following options: Summary, Condense, or Expand.
By default, this is set as Expand. |
Output
The output contains the following populated JSON schema:
{
"content": [
{
"Device": {
"ConfigurationItemSubType": "",
"ConfigurationItemType": "",
"Status": "",
"Company": "",
"AssignmentGroup": "",
"UpdatedBy": "",
"DisplayName": "",
"ConfigurationItem": "",
"Vendor": ""
}
}
],
"@start": "",
"@totalcount": "",
"Messages": [],
"ResourceName": "",
"ReturnCode": "",
"@count": ""
}
operation: Get Device
Input parameters
| Parameter |
Description |
| Configuration Item |
Configuration item of the device, i.e., the ID of the device, whose details you want to retrieve from the Micro Focus Service Manager server.
For example, CI1000011 |
Output
The output contains the following populated JSON schema:
{
"Device": {
"ConfigurationItemSubType": "",
"ConfigurationItemType": "",
"Status": "",
"Company": "",
"AssignmentGroup": "",
"UpdatedBy": "",
"DisplayName": "",
"ConfigurationItem": "",
"Vendor": ""
},
"ReturnCode": "",
"Messages": []
}
Included playbooks
The Sample - Micro Focus Service Manager - 1.1.0 playbook collection comes bundled with the Micro Focus Service Manager connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Micro Focus Service Manager connector.
- Create Incident
- Get Device
- Get Device List
- Get Incident
- Get Incident List
- Update Incident
Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection since the sample playbook collection gets deleted during connector upgrade and delete.
