Providing ticket data to other products
Control Desk provides the ability to view its Incident and Service Request data directly within other products. Administrators can use this capability to aid in detecting, isolating, and diagnosing problems.
The ability to link to Control Desk ticket data within other products is accomplished by using the Open Services for Lifecycle Collaboration (OSLC) standard. OSLC facilitates a loosely coupled integration between products that act as provider and consumer. In this integration scenario, products have the opportunity to view the Control Desk ticket data as OSLC consumers.
- Configuring Control Desk for providing ticket data
Control Desk includes pre-configured OSLC resources. Several items require configuration that pertains to the environment. - Resource definitions
The resource definitions for the Incident and Service Request resources follow. Information about accessing the shape documents for Incident and Service Request is also included. - GET Incident
The requirements for an HTTP GET request for an Incident resource URI are in the table. An example is also included. - Querying Incidents
You can query incidents by using OSLC Query Syntax. - CREATE Incident
The requirements for an HTTP CREATE request for an Incident resource URI are in the table. An example is also included. - UPDATE Incident
The requirements for an HTTP UPDATE request for an Incident resource URI are in the table. An example is also included.
Parent topic: Integrating with other products
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