ITSM
This document provides information about the ITSM report, which displays information about support ticket system integrations registered in Segura.
Path to access
- On Segura, in the navigation bar, hover over the Products menu and select Settings.
- In the side menu, select Security policies and network > ITSM.
Actions Menu
| Item |
Type |
Description |
| New |
Button |
Directs to the Registration of integration with ITSM screen to register a new ITSM integration. |
| Actions |
Dropdown menu |
Displays the options for Print Report, Export CSV, and Schedule Report. |
Search Fields
| Item |
Type |
Description |
| ID |
Text Field |
Filters by the code of the ITSM integration in Segura |
| Name |
Text Field |
Filters by the name of the ITSM integration in Segura. |
| System |
Dropdown menu |
Filters by the integration ticket system. The options are Jira Service Desk, Zendesk, ServiceNow, CA Service Desk Manager, BMC Helix (Remedy) and GLPi ITSM. |
| Enabled |
Dropdown menu |
Filters the registers by their activation state. The options are Yes or No. Clear the field to enable the All option. |
Report Fields
- ID
- Name
- System
- Enabled
- Actions:
- Edit : opens the Registration of ticket system integration screen in edit mode.
- Test authentication: directs to the System Integration Test screen.
Info
By default, the report displays 30 records per screen . To go to the next screen , click the forward buttons at the end of the report.
Registration of ticket system integration
Integration system selection
| Integration Service |
Action |
| Jira Service Desk |
Directs to the Registration of integration with ITSM screen for the Jira Service Desk. |
| Zendesk |
Directs to the Registration of integration with ITSM screen for Zendesk. |
| Freshdesk |
Directs to the Registration of integration with ITSM screen for the Freshdesk. |
| ServiceNow |
Opens the Registration of integration with ITSM screen for the ServiceNow. |
| CA Service Desk Manager |
Directs to the Registration of integration with ITSM screen for the CA Service Desk Manager. |
| GLPi ITSM |
Directs to the Registration of integration with ITSM screen for the GLPi ITSM. |
Jira Service Desk
| Item |
Type |
Required |
Description |
| Integration Name |
Text Field |
Yes |
Integration identification name. |
| Enabled |
Radio button |
Yes |
Enables or disables the integration status. |
| API URL |
Text Field |
Yes |
Jira Service Desk API endpoint. |
| User |
Text Field |
Yes |
Username for authentication. |
| API Token |
Text Field |
No |
API token for authentication. |
Zendesk
| Field |
Type |
Required |
Description |
| Integration Name |
Text Field |
Yes |
Integration identifier name. |
| Enabled |
Radio button |
Yes |
Enables or disables the integration status. |
| API URL |
Text Field |
Yes |
Zendesk system API address. |
| Email address |
Text Field |
Yes |
Email address associated with the Zendesk account. |
| Password |
Text Field |
No |
Password for authentication. |
| API token |
Text Field |
No |
API token for authentication. |
Freshdesk
| Item |
Type |
Required |
Description |
| Integration Name |
Text Field |
Yes |
Integration identification name. |
| Enabled |
Radio button |
Yes |
Enables or disables the integration status. |
| API URL |
Text Field |
Yes |
Freshdesk API endpoint. |
| User/API key |
Text Field |
Yes |
Username or API key for authentication. |
| API Token |
Text Field |
No |
API token for authentication. |
ServiceNow
| Item |
Type |
Required |
Description |
| Integration Name |
Text Field |
Yes |
Integration identification name. |
| Enabled |
Radio button |
Yes |
Enables or disables the integration status. |
| API URL |
Text Field |
Yes |
ServiceNow API endpoint. |
| User |
Text Field |
Yes |
Username for authentication. |
| Password |
Text Field |
No |
Password for authentication. |
CA Service Desk Manager
General information
- The Request Method determines which integration method to use: Rest API or SQL Server.
- Common fields: Username and Password
- Conditional fields for the Rest API: API URLmethod.
- Conditional fields for the SQL Server method: DB Host, DB Name, DB Instance, and DB Host Port.
| Field |
Type |
Required |
Description |
| Integration Name |
Text Field |
Yes |
Integration identifier name. |
| Enabled |
Radio button |
Yes |
Enables or disables the integration status. |
| Request Method |
Radio button |
Yes |
Request method. The options are Rest API or SQL Server. |
| User |
Text Field |
No |
Username for authentication. |
| Password |
Radio button |
No |
Password for authentication. |
| DB Host |
Text Field |
No |
Address of the database server. |
| DB Name |
Text field |
No |
Name of the database. |
| DB Instance |
Text Field |
No |
Instance of the database. |
| DB Host |
Text field |
No |
Port of the database server. |
| API URL |
Text Field |
No |
CA Service Desk Manager API endpoint. |
GLPi ITSM
| Field |
Type |
Required |
Description |
| Integration Name |
Text Field |
Yes |
Integration identifier name. |
| Enabled |
Radio button |
Yes |
Enables or disables the integration status. |
| API URL |
Text Field |
Yes |
GLPi system API address. |
| User |
Text Field |
Yes |
Username or API key for authentication. |
| Application token |
Text Field |
Yes |
Application token for authentication. |
| Password |
Text field |
No |
Password for authentication. |