Creating ITSM Connection in Britive

ITSM systems (Jira or ServiceNow) must be configured before creating an ITSM connection in Britive.

Britive needs the following parameters from the ITSM system for creating an ITSM connection:

• Jira Service Management:
  • Login URL
  • Username
  • API Token
• ServiceNow
  • API key-based Authentication
    • Login URL 
    • API Key
  • Basic Authentication
    • Login URL
    • Username 
    • Password

For more information about configuring ITSM solutions, see:

• Configuring Jira Service Management for integration
• Configuring ServiceNow for integration

Creating ITSM Connection in Britive

1. Login to Britive.
2. Click on Admin->Global Settings->ITSM Connections.
3. Click Add Connection to add a new connection.
4. Enter the following on the Add Connection page:
   1. Enter Name.
   2. Enter Description (Optional).
   3. Select the type of ITSM connection from the Type drop-down list. The ITSM connection fields change as per the selection from this drop-down list. The connection type cannot be altered once it is created.
      1. Jira: Enter the following for the Jira account. These values are created when the Jira instance is configured for integration.
         1. Login URL: Login URL of Jira instance
         2. Username: User name of Jira instance
         3. API Token: API Token of Jira instance
      2. ServiceNow: Enter the following for the ServiceNow account. These values are created when the ServiceNow instance is configured for integration. 
         1. Select the authorization type:
            1. API Key: 
               1. Login URL: Login URL of ServiceNow account.
               2. API Key: API Key of ServiceNow Account.
            2. Basic Authentication:
               1. Login URL: Login URL of ServiceNow account.
               2. Username: User name of ServiceNow account.
               3. Password: Password of ServiceNow account.
   4. Click Test and Save. This validates the instance and credentials by invoking the required APIs. For successful validation, at least one issue must be present on the Jira instance, and at least one incident and change request must be present on the ServiceNow instance. The type of connection cannot be altered once it is created.
      

Managing ITSM Connections

You can manage each ITSM connection by editing or deleting it.

1. Login to Britive.
2. Click on Admin->Global Settings->ITSM Connections.
3. A list of all ITSM connections is displayed. You can Manage, or Delete a particular ITSM connection.
4. Select the ITSM connection and select any of the following actions:
   • Manage: You can Edit/Delete an ITSM connection. All fields except the type of ITSM connection and authentication type (for ServiceNow connection) can be edited.
   • Delete: You can delete an ITSM connection. However, you can not delete an ITSM connection if it is used in any of the applications/profiles/policies advanced settings. For more information about advanced settings, see Advanced Settings.