RSA Via provides the ability to integrate with web service enabled solutions in several ways. This can be accomplished by creating web service nodes in fulfillment workflows, enabling RSA Via web services, or leveraging their additional web service fulfillment handler integration.
For this post I am going to cover the latter as it pertains to connecting to other service request tools like ServiceNow, Remedy, and Cherwell. There are two main components to the integration, the Web Service Fulfillment Handler and the Query Status Command Handler. The first of these two is what translates the request from Via and builds the web service request. The second is used to request the status of the ticket generated. In conjunction these two handlers can be used to create service requests in other solutions and then poll the status of those requests. Workflows and custom java nodes can be further extended to poll those requests on a periodic basis so that when a status is updated in the ticketing system, so is Via’s status.
Out of the box the integration itself provides the framework, but requires customization for any client’s environment and configuration. Note that this integration can be customized to work with any Service Request system, not just Remedy despite the file names that come out of the box.
For the Query Status Command Handler the main files that require editing are:
For the Web Service Fulfillment Handler most changes required for integration will be under the services and properties directories once installed. This will vary by the client as the files that require changes are dependent on the types of requests that are created through Via for access requests and certifications.
The properties folder holds the files that decide what service file to invoke based on the type of request. The services files are what is used to translate the messages received and encode them for the web service.