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DDEserver

Integration with external Windows applications is achieved using the DDEserver functionality of

the HP Service Manager 32-bit Windows client.

Applications that implement the Microsoft Windows DDEserver permit external applications to getand set data, as well as execute commands. Typical use of get and set is to inspect and change data

that is part of a document. For example, Excel allows the contents of spreadsheet cells to be read

and written. Use the DDEexecute facility to issue commands such as File > Save. There is little

standardization between DDEserver applications either in capabilities offered or the formatting of

the commands sent over the DDE link.

DDEclients contact DDEservers using an application and topic name. The application name must

be unique on the machine and the topic is typically the name of a document or the Actions topic.

Implementationsystem events

System events permit HP Service Manager to react to events on client platforms external to the HPService Manager system. System events are an arbitrary set of events that are sent to and from

either RAD or the RTE. They are used to start new RAD applications.

DDEserver implementation provides the DDEexecute facility. HP Service ManagersDDEservice

name is "HP_Service_Manager" and the topic name is "Actions". The DDE execute facility

initiates HP Service Manager system events.

For example, the CTI implementation creates a system event to start a RAD application when the

phone rings to handle the call. RAD programs written to extract the system event parameters and

act upon them handle system events. With the DDEserver functionality, an external application

such as Excel, Access, or Delphi, connects to HP Service Managerusing application HP Service

Manager and topic Actions to trigger system events.

Dynamic Data Exchange (DDE)

Create DDEclient support in a Service Manager RAD (Rapid Application Development) application.

DDE support in Service Manager works two ways: create a DDE script to call against Service

Manager from a Windows application or create a script using the DDEscript panel to make a DDEcall

within Service Manager. The difference is which application originates the call. For example,

a Service Manager client in a Windows environment can push information to Microsoft Excel or

Excel can pull from Service Manager.

Note:Prior to version 9.30, Service Manager used client-side DDEto export data to Excel. As of

version 9.30, the Export to Excel functionality has been redesigned so that theService

Manager server process exports the data as a CSV (comma separated file) on the server side and

transports the file to the client side. The Service Manager client saves the file on the client system

and launches Microsoft Excel to display the content of the file. With this redesigned functionality,

the Service Manager server and client performance are both improved by using file exchange and

eliminating XML exchange for exported data.

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Service Manager DDEserver support provides an interface to applications outside Service Manager,

allowing the use of DDEfunctions like poke and execute.

DDEclient

There are six different actions associated with a DDE client conversation that initiate from

a DDERAD panel. The actions are the standard DDEactions:

Initiate

Advise

Request

Poke

Execute

Terminate

Note:Constructing a DDERAD application requires you follow RAD conventions. For a complete

description of programming in RAD, along with requirements for any RAD application to function,

refer to the System Language help in the Tailoring module.

Executes

Executes are the DDEmechanisms for requesting that an application process data or perform an

action. Service Manager provides two execute capabilities:

Transact

SetFocus

Transact

The Transact execute function directs Service Manager to execute a transaction as though a user

had pressed a function key or button. The Transact execute function requires one operand that

designates the number of the function key or button ID of the button that was pressed. This example

in Visual Basic for Applications shows how to tell Service Managerthat the fill key was pressed:

DDEExecute nChannel, [Transact( 9 )] issue a fill command

SetFocus

The SetFocus execute function directs Service Manager to place the focus in a named widget (using

the fields input property as the name). This example in Visual Basic for Applications shows the focus

set to the file name input field in the data base manager format:

DDEExecute nChannel, [SetFocus( file.name )]

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Service Manager integration methods and tools

In addition to the integrations provided by Service Manager and other HP products, you can use

several utilities and methodologies to create your own Service Manager integrations.

Method or Tool Description

Web Services Allows you to connect to and consume external Web Services and to

publish Service Manager tables as Web Services. For example, you might

use web services to query external Web Services to validate an email

address or a phone number when updating a contact record or

automatically perform an Internet search using the brief description of the

Service Desk interaction.

HP Connect-It

(CIT)

Provides connectors that synchronize static data elements by simple data

copying and by data transformation from source to destination. For

example, you could use Connect-It to synchronize employee data from HP

Asset Manager to Service Manager though Web Services.

HP ServiceCenter

Automation

(SCAuto)

Consists of a collection of automation products which enable external

applications to integrate with Service Manager. For example, you might use

SCAuto to open tickets, notify someone that their ticket has closed, or

manage email between external mail programs.

Event Services Is a background processor that Service Manager uses to receive

information generated from and to send information back to external

systems. exchange of dynamic, "event-based" information. For example,

you must use Event Services with SCEmail, Connect-It, SCMail, and SCAuto.

Dynamic Data

Exchange (DDE)

Provides DDEclient support in a Service Manager RAD (Rapid Application

Development) application. For example, you might create a script to

call Service Manager from a Windows application such as Microsoft Excel.

BDM Mapping

Management

Allows you to configure BTO Data Modle (BDM) mapping records. BDM is

intended to be used as a standard data model for integrations between HP

BTO products, for example, HP Service Manager and HP Business Service

Management (BSM) . In Service Manager, a BDM mapping is a mapping

between a Service Manager object (associated to a file in Service Manager)

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Method or Tool Description

and a BDM object (predefined in BDM). A BDM mapping consists of three

parts: field mapping, value mapping, and atom mapping

Architecture

In the case of Service Manager Telephony (standard system), the following occurs when a phone

call comes in to the Windows client (Web Client):

RTE (Java telephony applet) generates a ReceiveInteraction event

Note:In the Web client, the Java telephony applet prompts the user to save before receiving the

call.

RTE (Java telephony applet) passes the event to the System Event Handler (SEH)

SEH starts the us.router RAD application in a new RAD thread

When you make a phone call, the RAD application sends a MakeCall event to the SEH, which invokes

an RTE function (Java telephony applet).

While system events are normally communicated between the application layer and the RTE (Java

telephony applet), they can also pass events between RAD applications and between RTE (Java

telephony applet) functions.

To send a system event from RAD, use the event.send RAD Command panel. You must use -2 as the

Thread ID. Fill in the Event Name with the name of the event and pass any parameters in the Names

and Values arrays. Since each event is arbitrary, so are the parameters it requires.

When receiving a system event in a RAD application, use the event.name() and event.value()

functions to get the event name and parameters for that event.

Configure the CTI application

User role: System Administrator

In order for the Web client to accept Computer Telephony Integration (CTI) events, an

administrator must configure the CTI application to submit proper Service Manager events.

If you used CTI from previous versions, you can clone records from HP ServiceCenter

5.1 to Service Manager9.30.

To configure the CTI application:

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1. Call Service Manager with a System Event type (ReceiveInteraction) to open an

interaction.

DDEExecute channel, "[SystemEvent(""ReceiveInteraction"", ""Contact Name"",

""Jones, Jerry"")]"

2.

The client receives this as a SystemEvent (this is a database) and finds the Record forthat type of DDE.

3. The application us.router call the program "us.fill.from.event" that looks at the

"pmtapi" table for the System Event details.