TT - Integration of RCA/SIA

The CygNet Discovery/Inventory, RCA/SIA system is integrated with 3rd Party Remedy Trouble Ticketing tool in one of the Service provider deployment. CygNet Application is customized to handle the required modifications /new implementation for Integrating with SNOW Ticketing system to meet the TT related deliverables.

  • TT - Integration of RCA/SIA with Remedy
  • The CygNet System creates Problem and Incident Tickets in Remedy by invoking the webservices that will be offered by the ESB (WPS) server using their WSDLs. The update action, status or stage movement and Enrichment update for the Tickets created by CygNet shall be done in Remedy by invoking the webservices that will be offered by the ESB (WPS) server using the corresponding WSDLs.


  • TT - Integration of RCA/SIA with Service Now
  • The CygNet Discovery/Inventory, RCA/SIA system is integrated with 3rd Party Service Now Trouble Ticketing tool in one of the Service provider deployment.


    • The Remedy System provides the option to update the SIA & NIA list from CygNet to its respective tables.
    • The Remedy System returns the status/related details to CygNet for all the atomic interactions.
    • The Remedy System sends the notifications to CygNet for the events such as Incident Ticket Creation, Status Change, linking and de-linking of child Tickets.
  • Diagram depicts the Integration approach of SNOW with CygNet System

    • SNOW exposes TMF621 based REST APIs for create Incident, Update incident etc.
    • 2. Akana is used for API management. Hence, CygNet will make API request to Akana and then Akana will forward that request to SNOW.