ITSM
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ITSM
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ITSM
This document provides information about the ITSM report, which displays information about support ticket system integrations registered in senhasegura.
Path to access
- On senhasegura, 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 senhasegura |
| Name | Text Field | Filters by the name of the ITSM integration in senhasegura. |
| 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. |
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