The purpose of this document is to describe what needs to be done to integrate Landesk with Service-Flow. There's some work needed at both ends to make this happen.
Inbound to ONEiO
For a tool to send messages to ONEiO, the tool must have access to ONEiO's IP addresses. Communication is only allowed over HTTPS and the endpoint must have a valid trusted certificate in use.
Outbound from ONEiO
For ONEiO to send messages to the integrated tool, tools interface must be reachable from ONEiO's IP addresses. The preferred communication way is HTTPS with a trusted valid certificate. In test environment, self-signed certificates and HTTP can be used as well.
See also Securely connecting ITSM tool with ONEiO to get guidance how to create a secure connection.
Sending messages from Landesk to ONEiO
Landesk Web Services Wizard
Landesk has functionality to send SOAP messages to another systems. To be able to configure the message sending, you need to have a WSDL document available from a web URL. ONEiO needs to produce this WSDL. ONEiO needs to know what XML elements are needed to be sent from Landesk, so first a list of field names is needed and then sent to ONEiO team. ONEiO will provide you with a URL to a WSDL file that can then be used in the Landesk Web Services wizard.
Sending attachments from Landesk
There are 2 different kinds of attachments in Landesk; embedded attachments and normal attachments. ONEiO supports getting them both. ONEiO currently supports receiving attachments only from incident and request tasks. It is possible to configure in ONEiO whether to download normal-, embedded attachments or both.
When ONEiO gets a message from Landesk, it will get Task GUID from TaskGUID element in the SOAP message and use that to make a query to Landesk to get the GUIDs of the attachments that it should download. For the attachment download mechanism to work, these attachment GUIDs need to be placed in a field with name _AttachmentGUIDs. If there are multiple attachment, separate the GUIDs with a semicolon. ONEiO will download the attachments if it hasn't seen the GUID before.
For Incident module, attachments are downloaded from class IncidentManagement._AttachmentTask and for Request module from RequestManagement._AttachmentTask1.
Embedded attachment images
ONEiO supports getting embedded atttachment images from a single configured Landesk field.
Sending messages from ONEiO to Landesk
Landesk URL and credentials
For ONEiO to send messages to Landesk, there are a couple of things that need to be communicated to ONEiO team:
- Landesk URL: The URL looks something like this:
- Authentication credentials: These are used for S-F to operate against the Landesk WebAccess API
ONEiO can send only normal attachments to Landesk, embedded images are not supported.