Service Desk Administration

Service desk templates are pre-designed formats that streamline and standardize the service request process. They serve two purposes: generating Service Requests and outlining the request format. They're divided into System and Custom templates.

Author license users can use System templates, which are predefined templates built into the service desk. They are designed to address common or standard service requests and are default options for handling various requests. System templates come preconfigured with standard fields and workflows, helping streamline the process by providing a ready-to-use solution for common scenarios.

Add Details for External Integrations

An integration connects the service requests with other applications or tools. It enables smooth communication and data exchange between systems, improving the service desk's functionality and efficiency.

External Integrations

External Integration details can be added/edited on the Administration page through the Integrations option. Three external integrations are supported: JIRA, Service Now, and Azure DevOps. If no integration information is available, the selected Integration is indicated as "No Integration Information."Navigate to the Integration (Administration > Integration), click the plus icon to add a new integration.

All fields (system and custom) from an external integration are now available for selection when mapping fields between OvalEdge and the integrated tool. For ServiceNow integrations, this support extends to custom fields of API type – Service Catalog.

Add/Edit JIRA

To add a JIRA integration tool, include the following details:

1. Integration Name

2. Connector Description

3. JIRA Server

4. User Name

5. Jira API Token

6. Authentication Type (Basic / Bearer)

7. Version (Cloud / On-Premise> 8.4)

Everything except the JIRA server field can be changed when editing the JIRA integration.

Security Changes

To integrate JIRA with OvalEdge, the user linked to the API token must at least have Create Issues or Browse Projects permissions. These permissions allow the user to create issues and perform other actions through the API.

Add/Edit ServiceNow

To add a Service Now integration, include the following details,

• Integration Name

• Connector Description

• ServiceNow Server

• User Name

• ServiceNow token

• Authentication Type (Basic / Bearer / OAuth)

Everything except the ServiceNow server field can be changed when editing the ServiceNow integration.

Add/Edit Azure DevOps

To add an Azure DevOps integration, input the following details:

• Organisation

• Integration Name

• Connector Description

• Host Name

• User Name

• Token

• Authentication Type (Basic / Bearer)

• API version (7.0 / 7.0 preview / 6.0 / 6.0 preview / 7.1 preview)

All fields except Host Name and Organization can be changed when editing the Azure DevOps integration.