EV Observe - Ivanti Service Desk Ticketing Integration

Last modified on 2024/03/11 16:51

TicketingIntegration_ConstantlyDeveloped

   Ivanti Service Desk is in constant development. As such, some of the screens shown in the procedures below may be different from the ones in the final interface.

TicketingIntegration_Definition

The Ivanti Service Desk ticketing integration is used to create and synchronize tickets in both Ivanti Service Desk and EV Observe.

  • A ticket can be created in Ivanti Service Desk when a monitoring alert is acknowledged for a configuration item (CI) (host, service, or user service). Open url.png See Ticketing integration - Overview.
  • You can view information on the Ivanti Service Desk ticket in the EV Observe CI.
  • To set up this integration, you must first perform the cross-reference mapping between some of EV Observe information and Ivanti Service Desk information.

Notes

TicketingIntegration_Notes

  • Integration is performed using the Ivanti Service Desk REST API.
  • In order for tickets to be added to the CI of an EV Observe company or site, the company or site must first be defined with a CRM link to the company defined in Ivanti Service Desk.
    • EV Observe: 2024.4 (5.5)+ The adding of the CRM link is optional if the value of the disableCrmCompanyLink parameter is True in the specific information specify in the Ivanti Service Desk connector. Open url.png See Configuration in EV Observe.
    • When you define the CRM link in a company in EV Observe, all of the sites in this company will inherit this link.
  • The integration can be performed manually (users open the ticket themselves), in automatic mode (the ticket is opened automatically), or in driven integration mode (the ticket is opened automatically subject to the rules in the cross-reference mapping file). Open url.png See the description.

Caution

TicketingIntegration_Caution

  • To optimize performance, only one call is made to the Ivanti Service Desk Web service for processing the list of tickets. If this list of tickets to be synchronized contains one or more tickets that no longer exist in Ivanti Service Desk, e.g. ticket permanently deleted from the recycle bin, the Web service will generate an error and the integration will not update the list of tickets. To prevent this, you should avoid permanently deleting any open ticket in monitoring.
  • Based on your context, check which fields are mandatory in Ivanti Service Desk for creating tickets. If mandatory fields are considered optional by the integration, the integration will not run correctly.
  • If the integration is configured to run in automatic mode or driven integration mode:
    • Ticket creation will be blocked if a mandatory field is not specified.
    • If urgency and impact values are specified in the cross-reference mapping file, these values will have priority over any other source of information and will be considered as the reference values for the urgency and impact of each ticket.

Mapping of fields between EV Observe and Ivanti Service Desk

TicketingIntegration_FieldMapping

The cross-reference mapping will map the fields in EV Observe with those in Ivanti Service Desk and determine the display of fields when tickets are opened, i.e. mandatory, optional or hidden fields.

  • The first column in the table displays the ticket field in EV Observe.
  • The second column displays the ticket field in Ivanti Service Desk.
  • The third column displays operating rules for the integration.
  • The fourth column indicates the mandatory fields required to ensure that the integration runs correctly. There are 3 possible values:
    • Hidden: The field is ignored.
    • Optional: The field can be used.
    • Mandatory: The EV Observe field must be mapped with a Ivanti Service Desk field.
EV Observe field Ivanti Service Desk field Operating rules Is Required
participant N/A N/A
contact N/A N/A
contract N/A N/A
environment N/A N/A
category N/A N/A
service Service associated with the ticket Hidden
service item N/A N/A
priority N/A N/A
team N/A N/A
CI N/A N/A

Cross-reference mapping file

TicketingIntegration_MappingFile

The cross-reference mapping file is used when integration is performed in automatic mode or driven integration mode. It is used to load values in the fields used by the integration and define mapping rules.

File description

     Open url.png See the general description and input rules in the file.

Example of the file

  Cross-reference mapping file

Mapping rule line 1

Tickets will automatically be created when:

  • The tag ID of the company where the alert occurred is ID 9566.
  • The alert status is Warning  or Critical.
  • The type of CI is Service.
  • The tag ID of the host category associated with the service is ID 9 (Windows server).
     

Each ticket will display:

  • The object of the ticket, i.e. host name, service name and details of the alert
    $HOSTNAME$ - $SERVICENAME$ - $OUTPUT$
  • The description of the ticket:
    Host: $HOSTNAME$<br/>Service: $SERVICENAME$<br/>Description: $OUTPUT$<br/>EVO link: $CI_LINK$
    • Line breaks are indicated by the <br/> syntax.
    • A link is displayed, enabling users to access EV Observe.
    • The service ID corresponds to the ID of the request type. This field is mandatory.
       

Mapping rule line 2

Tickets will automatically be created when:

  • The tag ID of the company where the alert occurred is ID 4876.
  • The alert status is Critical.
  • The type of CI is Host.
     

Each ticket will display:

  • The object of the ticket, i.e. host name, service name and details of the alert
  • The description of the ticket:
    Host: $HOSTNAME$<br/>Description: $OUTPUT$<br/>EVO link: $CI_LINK$

Procedure: How to configure the Ivanti Service Desk ticketing system

Step 1: Create a REST API group and an API key in Ivanti Service Desk

The REST API group will be used to configure the permissions and access rights required for calling the Ivanti Service Desk REST API. It must be assigned to the dedicated user in the Configure the ticketing integration in EV Observe section in step 2.

1. Create the REST API group.

  • Open the Ivanti Service Desk configuration console.
  • Select Configure > Security Controls > API Keys in the menu.
  • Click [Add Key Group].
  • Enter the name and description of the new group.
  • Click [Save Key Group].
    The REST API group will be created.

2. Create the API key.

  • Select Configure > Security > API Keys in the menu.
  • Select the REST API group.
  • Click [Add API Key].
  • Enter the information on the new API key.
    • Reference ID: ID of the automatically generated API key. 
    • Activated: Used to indicate if the API key is active (box is checked) or not (box is not checked).
    • Description: Description of the API key.
    • On Behalf Of: Name of the user creating the API key.
    • In Role: Role of the user creating the API key.
    • Add New IP: Leave this blank.
  • Click [Save Key].
    The new API key will be created.

   Copy the ID of the API key (Reference ID) and paste it in your text editor. It will be required in the Configure the ticketing integration in EV Observe section in step 2.

Step 2: Configure the ticketing integration in EV Observe

Step 2.a: Create a Ivanti Service Desk connector used by the integration

     Open url.png See the detailed procedure

1. Specify the general information.

  • Type: Select the Ivanti Neurons for ITSM connector.
  • URL: Ivanti Service Desk platform URL.
  • User / Password: Login and password of the dedicated user for the integration, defined in Ivanti Service Desk.

2. In the Specific information field, specify any additional information required for the integration.

  • You must comply with the format below.
  • Replace the values in yellow with the values defined in Ivanti Service Desk.
     

{
    "apiKey": "<API key>",
    "profileLinkRecId": "<Profile ID>",
    "ticket": "<Closed status>",
    "listeEtatsOuverts": [
        "<In progress status 1>",
        "<In progress status 2>",
        "<In progress status X>"
    ]
}

{
    "apiKey": "A031C36BAACD49EBBAF679E8FE56EE34",
    "profileLinkRecId": "360D0870145244AAB8532FF7A21E4E54",
    "ticket": "resolved,closed",
    "listeEtatsOuverts": [
        "SaisieExterne",
        "EnCours",
        "TravailNonTermine"
    ]
}

List of specific parameters

  • apiKey: Copy the API key you stored in your text editor when creating the API key in Ivanti Service Desk in step 1 and paste it here.
  • profileLinkRecID: Profile ID used when creating tickets.
    • You can retrieve it from the Employee table for each employee.
  • Ticket: List of statuses corresponding to the Closed or Resolved ticket status.
  • listeEtatsOuverts: List of statuses corresponding to the Open or In Progress ticket status.
     

Step 2.b: Associate the company with the Ivanti Service Desk entity using a CRM link

     Open url.png See the detailed procedure
 

Step 3: In EV Observe, create tickets based on the required integration mode for Ivanti Service Desk

     Open url.png See the detailed procedures:

Step 4: Monitor, solve and close the ticket

  • Monitor the ticket in Ivanti Service Desk and in EV Observe
  • Perform the required actions to solve the incident
  • Close the ticket in Ivanti Service Desk
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Created on 2024/03/06 09:10
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