The Service Management Connector processes a tagged SCOM alert as an internal alert and then creates an incident card. After creating the incident card and putting the incident number in SCOM, updates are only triggered by a ticket update resulting in an update of the alert. On configurable intervals the Connector checks if the incident card has changed. These changes will then be synchronized between the ITSM and SCOM.

An example configuration is that a change of the ticket owner updates the owner property of the SCOM Alert.

System requirements

Make sure that all the environmental requirements listed below are met.

Supported platforms

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• Windows Server 2012 R2 or newer
• Microsoft System Center Operations Manager 2012 R2 or newer with Microsoft .NET Framework 4.7.2 or newer

Network connectivity

The computer running the Service Management Connector should be able to connect to the following applications and ports:

• To the ITSM tool – TOPdesk on HTTP(S), normally port 80 or 443
• To SCOM management server – SDK port 5724

Accounts

• SCOM administrator account: for communication between the Service Management Connector and SCOM. This account is required to have the SCOM Administrator role