Symphony SummitAI Service Management
App Vendor: Symphony SummitAI Service Management
App Category: IT Services
App Version in Orchestrate: 1.0.0
API version: v5.5
About App
SummitAI Operations Management proactively collects and monitors the availability and performance of data across the enterprise using the latest advances in AI, machine reasoning, analytics, and automation. It helps analysts unify key processes across Incident Management, Service Management, Asset Management, and Operations Management in a single solution.
The SummitAI Operations Management app in the Orchestrate application can perform the below-listed actions:
Action Name | Description |
|---|---|
Close an Incident | This action can be used to close an incident. |
Close Service Request | This action can be used to close a service request. |
Create Incident | This action can be used to create an incident. |
Create Service Request | This action can be used to create a service request. |
Fetch asset details | This action can be used to fetch asset details. |
Fetch Attachment for Service Request Ticket | This action can be used to fetch the attachment from a particular service request ticket. |
Fetch Attachment From Particular Incident | This action can be used to fetch an attachment from a particular incident. |
Fetch CMDB CI Details | This action can be used to fetch CMDB CI Details. |
Fetch Incidents | This action can be used to fetch incident details. |
Fetch Particular Incident | This action can be used to fetch a particular incident ticket. |
Fetch Particular Service Request Ticket | This action can be used to fetch service requests for a particular ticket. |
Fetch Service Request | This action can be used to fetch details of a service request. |
Fetch User Details | This action can be used to fetch the user details. |
Retrieve CMDB Master Methods | This action can be used to retrieve CMDB CI Master Methods. |
Update Incident | This action can be used to update an incident. |
Update Service Request | This action can be used to update a service request. |
Upload Attachment Service Request | This action can be used to upload an attachment service request. |
Upload File to Particular Incident | This action can be used to upload a file to a particular incident. |
Configuration parameters
The following configuration parameters are required for the SummitAI Operations Management app to communicate with the SummitAI Operations Management application. The parameters can be configured by creating instances in the app.
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Base URL | Enter the base URL. For Example: | Text | Required | |
API Key | Enter the Symphony SummitAI API Key. | Text | Required | |
SSL Verification | Optional preference to either verify or skip the SSL verification. | Boolean | Optional | Allowed boolean values are true and false. The default value is "false". |
Instance Name | Enter the instance name for Symphony SummitAI. | Text | Required |
Action: Close an Incident
The action can be used to close an incident.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Incident Ticket Number | Enter the Incident Ticket Number. | Integer | Required | |
Instance Name | Enter the Instance Name. | Text | Optional | |
Assigned Engineer Email | Enter the Assigned Engineer Email. | Text | Required | |
Page Name | Enter the Page Name. | Text | Optional | Default: TicketDetail |
Solution | Enter the solution. | Text | Required | |
Closure code name | Enter the closure code name. | Text | Required | |
Category name | Enter the category name. | Text | Required | |
Caller Email ID | Enter the Caller Email ID. | Text | Required | |
Resolution Code Name | Enter the Resolution Code Name. | Text | Optional | |
Assigned Workgroup | Enter the Assigned Workgroup | Text | Optional | |
Is Web Service Request | Enter the Web Service Request. (Default: True) | Boolean | Optional | |
Updater | Enter the Updater. | Text | Optional | Default: Executive |
Source | Enter the Source. | Text | Optional | |
Status | Enter the status. | Text | Optional | Default: Closed |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"solution": "Automation",
"ticket_no": 725779,
"category_name": "Exit",
"caller_emailid": "abc@abc.com",
"extra_parameters": {},
"closure_code_name": "Successful",
"assigned_engineer_email": "anna@abc.com"
}
]Action: Close Service Request
This action can be used to close a service request.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
Service Catalog Name | Enter the Service Catalog Name. | Text | Required | |
Requester Email Id | Enter the Requester Email ID. | Text | Required | |
Service Request Remarks | Enter the Service Request Remarks. | Text | Required | |
Logged SR User Mode | Enter the Logged SR User Mode. | Boolean | Optional | Default: True |
Custom Fields | Enter the Custom Fields. | Any | Optional | |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"sr_remarks": "Create",
"instance_name": "IT",
"logged_by_emailid": "sampleuser@example.com",
"requester_email_id": "sampleuser@example.com",
"service_catalog_id": "107",
"service_catalog_name": "B Port"
}
]Action: Create Incident
This action can be used to create an incident.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
Description | Enter the Description. | Text | Required | |
Information | Enter the Information. | Text | Required | |
Medium | Enter the Medium. For example, Web | Text | Required | |
Caller Email ID | Enter the Updater Email ID. | Text | Required | |
Source | Enter the Source. | Text | Required | |
Assigned Workgroup | Enter the workgroup to which ticket need to be assigned. | Text | Required | |
Urgency Name | Enter the Urgency Name. | Text | Optional | |
Page Name | Enter the Page Name. | Text | Optional | Default: TicketDetail |
Priority Name | Enter the Priority Name. | Text | Optional | |
Impact Name | Enter the Impact Name. | Text | Optional | |
Classification Name | Enter the Classification Name. | Text | Optional | Default: Request |
Is Webservice Request | Enter the Is Web Service Request value. | Boolean | Optional | Default: True |
Updater | Enter the Updater. | Text | Optional | Default: Executive |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"medium": "Web",
"source": "Event Trigger",
"description": "Automation",
"impact_name": "Critical",
"information": "Automation 2",
"extra_params": {
"Name": "number",
"Value": "10",
"GroupName": "Impacted Users"
},
"urgency_name": "High",
"priority_name": "P2",
"caller_emailid": "anna@abc.com",
"assigned_workgroup": "Application Support - North America"
}
Action: Create Service Request
This action can be used to create a service request.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
Service Catalog Name | Enter the Service Catalog Name. | Text | Required | |
Requester Email Id | Enter the Requester Email ID. | Text | Required | |
Service Request Remarks | Enter the Service Request Remarks. | Text | Required | |
Logged SR User Mode | Enter the Logged SR User Mode. | Boolean | Optional | Default: True |
Custom Fields | Enter the Custom Fields. | Any | Optional | |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"sr_remarks": "Create",
"instance_name": "IT",
"logged_by_emailid": "sampleuser@example.com",
"requester_email_id": "sampleuser@example.com",
"service_catalog_id": "107",
"service_catalog_name": "B Port"
}
]Action: Fetch asset details
This action can be used to fetch asset details.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Category ID | Enter the category ID. For example, "Laptop". | Text | Required | |
Instance | Enter the instance. For example, "IT Tech". | Text | Optional | |
Filter column | Enter the filter column. | Text | Optional | |
Filter value | Enter the filter value. | Text | Optional | |
Store Asset | Enter the Store Asset. | Boolean | Optional | Default: False |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"file_name": "filetype.txt",
"file_path": "/tmp/d0c226f7-4929-4203-a3f5-b50023d4cffe/filetype.txt",
"ticket_no": 725764
}
]Action: Fetch Attachment for Service Request Ticket
This action can be used to fetch the attachment from a particular service request ticket.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
File Name | Enter the File Name. | Text | Required | |
Ticket Number | Enter the Ticket Number. | Integer | Required |
Example Request
[
{
"file_name": "filetype.txt",
"ticket_no": 4258
}
]Action: Fetch Attachment From Particular Incident
This action can be used to fetch an attachment from a particular incident.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
File Name | Enter the File Name. | Text | Required | |
Ticket Number | Enter the Ticket Number. | Integer | Required |
Example Request
[
{
"file_name": "filetype.txt",
"ticket_no": 725764
}
]Action: Fetch CMDB CI Details
This action can be used to fetch CMDB CI Details.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
CI ID | Enter the CI ID | Text | Optional | |
Classification ID | Enter the Classification ID. | Text | Optional | |
Is Bin Deactive | Enter the Is bin Deactive value. | Boolean | Optional | Default: True |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"extra_params": {}
}
]Action: Fetch Incidents
This action can be used to fetch incident details.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
Status | Enter the status. | Text | Optional | Default: Closed |
Workgroup Name | Enter the Workgroup name. | Text | Required | |
Page size | Enter the page number for paginated response. For example, "5". | Integer | Optional | |
Is Webservice Request | Enter the Webservice request value. | Boolean | Optional | The default value is "true". |
Current Page Index | Enter the Current Page Index. | Integer | Optional | |
From Date | Enter the Date from which you need to get the incident. For example, 2020-01-01. | Text | Optional | |
To Date | Enter the Date till which you need to get the incident. For example, 2020-01-01. | Text | Optional | |
Executive | Enter the Executive value. | Integer | Optional | Default: 1 |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"status": "Open",
"instance": "IT",
"extra_params": {},
"is_webservice_request": true
}
]Action: Fetch Particular Incident
This action can be used to fetch a particular incident ticket.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Incident Ticket Number | Enter the Incident Ticket Number. | Integer | Required |
Example Request
[
{
"ticket_no": 725768
}
]Action: Fetch Particular Service Request Ticket
This action can be used to fetch service requests for a particular ticket.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Service Request Ticket Number | Enter the Service Request Ticket Number. | Integer | Required |
Example Request
[
{
"ticket_no": 725768
}
]Action: Fetch Service Request
This action can be used to fetch details of a service request.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
Status | Enter the status. | Text | Optional | The default value is Closed. |
From Date | Enter the Date from which you need to get the incident. For example, 2020-01-01. | Text | Optional | |
To Date | Enter the Date till which you need to get the incident. For example, 2020-01-01. | Text | Optional | |
Is Get All Request | Enter the Is Get All Request value. | Boolean | Optional | The default value is False. |
Ticket ID | Enter the Ticket ID. | Integer | Optional | |
SRCHK View Ticket | Enter the SRCHK View Ticket. | Boolean | Optional | The default value is False. |
Example Request
[
{
"status": "Closed",
"instance_name": "IT"
}
]Action: Fetch User Details
Action Input Parameters
This action can be used to fetch the user details.
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
User ID | Enter the User ID. | Integer | Optional | |
Email ID | Enter the Email ID. | Text | Optional | |
Username | Enter the Username. | Text | Optional | |
Customer | Enter the Customer. | Text | Optional | |
Location | Enter the location. | Text | Optional | |
Employee ID | Enter the Employee ID. | Integer | Optional | |
NT ID | Enter the NT ID. | Text | Optional |
Example Request
[
{
"user_id": "1234567"
"email_id": "joe@yahoo.com"
"username": "joe"
"customer": "John Doe"
"location": "NewYork"
"emp_id": "4567"
"nt_id": "12346"
}
]Action: Retrieve CMDB Master Methods
This action can be used to retrieve CMDB CI Master Methods.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
Instance Name | Enter the Instance Name. | Text | Optional | |
Is Bin Deactive | Enter Is bin Deactive value. | Boolean | Optional | Default: True |
Example Request
[
{
"is_bin_deactive": true
"instance_name": "IT"
}
]Action: Update Incident
This action can be used to update an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket Number | Enter the Ticket Number. | Integer | Required | |
Instance Name | Enter the Instance Name. | Text | Optional | |
Description | Enter the Description. | Text | Required | |
Information | Enter the Information. | Text | Required | |
Medium | Enter the Medium. For example, Web | Text | Required | |
Caller Email ID | Enter the Updater Email ID. | Text | Required | |
Source | Enter the Source. | Text | Required | |
Assigned Engineer Email | Enter the Assigned Engineer Email. | Text | Required | |
Status | Enter the status. | Text | Optional | Default: Closed |
Urgency Name | Enter the Urgency Name. | Text | Optional | |
Page Name | Enter the Page Name. | Text | Optional | Default: TicketDetail |
Priority Name | Enter the Priority Name. | Text | Optional | |
Impact Name | Enter the Impact Name. | Text | Optional | |
Classification Name | Enter the Classification Name. | Text | Optional | Default: Request |
Is Webservice Request | Enter the Is Web Service Request value. | Boolean | Optional | Default: True |
Open Category Name | Enter the Open Category Name. | Text | Optional | |
Category name | Enter the category name. | Text | Required | |
Updater | Enter the Updater. | Text | Optional | Default: Executive |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"medium": "Web",
"source": "automation",
"updater": "Caller",
"ticket_no": 725741,
"description": "symphony test",
"information": "TEST",
"extra_params": {},
"sup_function": "IT",
"caller_emailid": "cy@abc.com",
"is_webservice_request": true,
"assigned_engineer_email": "cywa@abc.com"
}
]Action: Update Service Request
The action can be used to update a service request.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
SR Ticket ID | Enter the SR Ticket ID. | Integer | Required | |
Instance Name | Enter the Instance Name. | Text | Optional | |
Workgroup Name | Enter the Workgroup name. | Text | Required | |
ORG ID | Enter the ORG ID. | Integer | Optional | Default: 1 |
Assigned Engineer | Enter the Assigned Engineer. | Text | Required | |
Workgroup ID | Enter the Workgroup ID. | Integer | Optional | |
Classification Name | Enter the Classification Name. | Text | Optional | Default: Request |
Status | Enter the Status. | Text | Optional | Default: Closed |
Urgency Name | Ente the Urgency Name. | Text | Optional | |
Priority Name | Enter the Priority Name. | Text | Optional | |
Impact Name | Enter the Impact Name. | Text | Optional | |
Extra Parameters | Enter the Extra parameters to filter results in the form of key-value pairs. | Key Value | Optional |
Example Request
[
{
"ticket_id": 4279,
"impact_name": "Medium (Group or GEO Affected)",
"extra_params": {},
"urgency_name": "High",
"priority_name": "S1 - Organization Affected",
"workgroup_name": "Application Support - North America",
"assigned_engineer": "sampleuser@example.com"
}
]Action: Upload Attachment Service Request
This action can be used to upload an attachment service request.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
File Path | Enter the File Path. | Text | Required | |
File Name | Enter the File Name. | Text | Required | |
Ticket Number | Enter the Ticket Number. | Integer | Required |
Example Request
[
{
"file_name": "filetype.txt",
"file_path": "/tmp/d0c226f7-4929-4203-a3f5-b50023d4cffe/filetype.txt",
"ticket_no": 4258
}
]Action: Upload File to Particular Incident
This action can be used to upload a file to a particular incident.
Action Input Parameters
Parameter | Description | Field Type | Required / Optional | Comments |
|---|---|---|---|---|
File Path | Enter the File Path. | Text | Required | |
File Name | Enter the File Name. | Text | Required | |
Incident Ticket Number | Enter the Ticket Number. | Integer | Required |
Example Request
[
{
"file_name": "filetype.txt",
"file_path": "/tmp/d0c226f7-4929-4203-a3f5-b50023d4cffe/filetype.txt",
"ticket_no": 725764
}
]