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Case Exchange between two HP SM system

Hi All,

Can any share the implementation document to do the case exchange between two HPSM system other than HP PDF.Or at least the actual steps.

My Application version is 9.4x.

I did the below steps but no luck.

Case Exchange SM_SM_Push

Configure the integration account

Each system must have a properly configured account for the integration so that the other system can connect by using this account. This account must meet the following requirements:

  • This account must have the RESTful APIexecution capability.
  • This account must have the rights to retrieve and update Incident records.
  • This account must use the same Time Zoneand Date Format settings as the HP Service Manager systems. See also


Add and enable an integration instance

Applies to User Roles:

System Administrator

To add an integration instance, follow these steps:

  1. Click TailoringIntegration Manager. Integration Instance Manager opens.
  2. Click Add. The Integration Template Selectionwizard opens.
  3. Select CaseExchangeSM_SM_Pushfrom the Integration Template list, select the Import Mapping check box, and then click Next.
  4. Complete the fields on the Integration Instance Informationpage as necessary, and then click Next.
  1. In the Integration Instance Parameterspage, configure the following settings and use the default setup for all the other settings.
  1. In the Generaltab, configure the following fields or options:

Endpoint System runs Process Designer on the exchanged Object: Select this option if Process Designer is implemented in the endpoint system. Otherwise, do not select this option.

Base URL: The value of this field represents the base URL of the endpoint API. For example, http://{endpoint server}:13080/SM/9

User Name and Password: The credentials of the integration account in the endpoint system.


  • The Passwordfield must not be empty.
  • This account must be properly configured in the endpoint system.
  1. In the Outboundtab, set the <Endpoint_instance_ID> in all rows of the Additional path column:

{"CEIncidentPush": {"InstanceID": "<Endpoint_instance_ID>","InternalID":"${context.externalId}", "ExternalID": "${context.internalId}", "IncidentID":"${context.externalId}", "ExternalStatus":"${context.internalObject['problem.status']}"}}

<Endpoint_instance_ID> is the ID of the SMIS integration instance in the other Service Manager system. You can find this ID under the Id column when you open Integration Manager in the other Service Manager system.

  1. If you need to exchange attachments, only select the Activate attachment exchangeoption under the Attachment Handling tab in one system.

Caution: Do not select this option in both systems. For more information about how attachment handling works, see 

  1. Click Next. The Integration Instance Fieldspage opens.
  2. Modify the default entries in the SM Fieldsand Endpoint Fields if you have customized fields. Otherwise, go to the next step.

Note: Endpoint field names must be the same as the caption names in web service CEIncidentsPush. For more information about the caption names configured in CEIncidentsPush, clickTailoring > Web Service > Web Service Configuration in Service Manager. In addition, you can refer to the out-of-box settings of the Field Name field in the Endpoint Fields tab.

  1. Click Next. The Integration Instance Mappingpage opens.
  2. Configure field and value mappings if you have customized fields. Otherwise, go to the next step.
  1. Click Finish.

To enable the integration instance, follow these steps:

  1. Click TailoringIntegration Manager. Integration Instance Manager opens.
  2. Select the integration instance that you want to enable.
  3. Click Enable.
  4. Click Yes.

Kindly help


Shameer Saleem


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