Service Management Incident Push API1.0

Overview

SITA's ITSM (Service Management) platform enables SITA to deliver a world-class IT service management experience. The SITA Service Management APIs will allow customers to interact directly with our Service Management platform from their own ITSM systems and tools, enabling a secure exchange of information.

The SITA Service Management - Incident Push API allows our customers to CREATE new incident records in the SITA Service Management platform. It also enables customer's ITSM to receive real-time updates regarding those incidents records (events driven). Additionally, whenever new incident records are logged to the SITA Service Management platform, the customer's ITSM system promptly receives notifications about their creation. 

The API is a REST API with well-defined XML message structure which can be integrated into customers’ own ITSM applications and processes.
Metrics on API usage can be viewed by customers in their Developer.aero account.

If you would like to request access to SITA Service Management - Incident Push API you will need to first create an account on Developer.aero. Detailed instructions on how to register for an account, access your apps and retrieve your API credentials are available here. Once you have registered and logged in to your Developer.aero account, you can request API access by visiting any of the Service Management API Contact Us pages. From here you should send your API access request to our Product Management team. Once access has been approved you will be able to access all of the SITA Service Management APIs.

For further details on SITA’s full, ITIL-aligned, Service Management solutions, please send your queries to the product management team on our Contact Us page.

Customer On-Boarding Process

Below is a step-by-step guide to help you through the onboarding process:

STEP 1: Initial onboarding Meeting
Kick-off meeting where we'll introduce our project team and discuss the details of your project to kick-start the onboarding process.

STEP 2: Account registration & Request API Access
In order to request access to Service Management APIs, you'll need first to register for a developer.aero account and request API access here.
Our team will confirm your request and ensure that all mandatory information is provided.
(Necessary information required will be shared during the initial onboarding meeting).

STEP 3: UAT Key Generation & Activation 
Once confirmed, our team will generate required UAT key(s) and you'll be able to retrieve it directly from your developer.aero account.
Please take note that you'll need to wait for an auto-generated email confirming the activation of your key(s), as our team will need to complete configuration for QA environment.

STEP 4: Implementation and support
You'll then implement the API scripts and logic into your ITSM system using the provided UAT keys & endpoints.
Throughout this process, our teams will be available to support you via meetings and emails.

STEP 5: UAT Testing
Together, we'll conduct testing on the UAT environment to ensure everything is functioning as expected.

STEP 6: Production Key generation & Activation
Once UAT testing is successful, we'll proceed with generating production keys for you. Production keys will also be made available in your developer.aero account.
Please take note that you'll need to wait for an auto-generated email confirming the activation of your key(s), as our team will need to complete configuration for production environment.

STEP 7: Endpoints updates & Final testing
You'll update the endpoints in your ITSM system to reflect the production environment changes.
We'll conduct final testing on the production environment together to ensure a smooth transition before go-live.

STEP 8: Go-Live
Once all testing is successfully completed, you'll be ready to go-live with the integrated APIs.

We're committed to providing you with the support you need throughout this process.

Customer On-Boarding Resources

A zip file containing the field mappings as well as their description can be downloaded here.
The information within the file concerns the following request types:

• CREATE INCIDENT
• UPDATE INCIDENT
• CREATE INCIDENT (PUSH)
• UPDATE INCIDENT (PUSH)
• UPDATE INCIDENT ATTACHMENTS (PUSH)

Sample Message Pairs

Download an archive containing all the Service Management Incident Push API sample RQ/RS messages here.

Error Codes and Descriptions

The above table of Error Codes and Descriptions can be downloaded here.

Requesting Access to Service Management APIs

In order to request access to Service Management APIs, you must first be logged into the developer.aero site with the account you wish access to be granted to. Please ensure you have completed the below steps prior to requesting API access.

Step 1: Account Registration
Please register for a developer.aero account here if you do not already have one. You may skip this step and proceed to Step 2 if you already have an account.

Step 2: Account Authentication
Please log in to developer.aero here using the account you wish API access to be issued to. You may skip this step and proceed to Step 3 if you are currently logged in.

Step 3: Request Access to Service Management APIs
Access to Service Management APIs can be requested below once you have completed Steps 1 and 2.

REQUEST API ACCESS

Contact the Service Management team

For any other queries regarding Service Management APIs, please feel free to contact our teams below.

For business or general queries, please contact our Product Management Team.

GENERAL QUERY

For Service Management Incident Push API related queries for existing users, please contact:

API Support Team