BigFix AEX SX ITSM Connector

SX (Formerly ServiceXchange) is an ITSM portal which helps IT teams to manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service. Following steps will demonstrate how this integration can be enabled:

  1. Log into Global admin and navigate to Tenants page under Provider tab.
  1. Click on the Configure buttonIcon Description automatically generated available in Actions column.
Figure 1. Figure 178 – Global Admin Tenant Page
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  1. In tenant’s configuration page, click on open in “Choose Integrations” card.
Figure 2. Figure 179 – Tenant Configuration Page
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  1. Click on open on “ServiceXchange” connector. If it is already enabled, it will have a green check, otherwise it will not have a check at all.
Figure 3. Figure 180 – Connector Selection Page
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  1. Once the Live Station connector page opens, fill out the required fields in the form:

API Key: API key of SX instance to be integrated with BigFix AEX.

Foundation URL: Foundation URL of instance to be integrated with BigFix AEX, generally used to make API call to get payload token to use in other SX APIs.

D2C URL: D2C URL of SX instance to be integrated with BigFix AEX, generally used to make API call to get information related to orders, break fix etc.

SPCM URL: SPCM URL of SX instance to be integrated with BigFix AEX, generally used to get information related to offerings.

REVIEW URL: Review URL of SX instance to be integrated with BigFix AEX.

Figure 4. Figure 181 – SX Connector Configuration Page
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  1. It’s always recommended to test whether the credentials given are correct by clicking on the Test button. If the information/values are correct, the tick icon Icon Description automatically generated is displayed.
Figure 5. Figure 182 – SX Connector Configuration Page Testing Connection
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  1. Incorrect test values display the cross icon Icon Description automatically generated as shown in the following figure:
Figure 6. Figure 183 – Connector Configuration Page Testing Connection Unsuccessful
  1. Download Button will be used to download list of offerings in excel format which is needed to upload through FAQ Parser on UCD to train for list of offerings. It can be enabled only after test has turned into green tick mark and will be disabled the CSV is downloaded.
  2. Click on save button to enable the integration.
Figure 7. Figure 184 – Saved Integration for SX
  1. Navigate to Integration module  List of integrations, search for rules starting with ‘SX’.
Figure 8. Figure 185 – Search Integration List
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  1. You can also navigate to Openwhisk console to see all the SX integration rules
Figure 9. Figure 186 – Openwhisk Function List for SX Connector
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  1. The CSV file downloaded in previous steps can be used with the FAQ parser to create an SX skill for conversational AI.
  2. Now open the admin console of that “Tenant” and click on UCD.
Figure 10. Figure 187 – Admin Console of the Current Tenant
  1. Create a new skill, this example uses an existing skill named AEX-Staging-Final-AEX-Demo and open it.
Figure 11. Figure 188 – Use Case Design Console of Current Tenant
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  1. Click on “Update Skill from FAQ” button. Then a screen will pop-up.
Figure 12. Figure 189 – Update Skill from FAQ
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  1. Click on “Browse” button and select the csv file which you downloaded earlier.
Figure 13. Figure 190 – Update Skill from FAQ – Browser File
  1. Click on “Continue” button. All the rules will appear on the screen.
Figure 14. Figure 191 – Update Skill from FAQ - Continue
  1. Click on “Update” button to start training.
Figure 15. Figure 192 – Update Skill from FAQ – Update Skill
  1. Once Update is clicked, the existing skill will have newly trained intents for the catalogues downloaded from the SX instance for immediate use in the conversational interface.