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Ivanti Service Manager
Ivanti Service Manager
Ali Murtaza avatar
Written by Ali Murtaza
Updated over 2 years ago

About Ivanti Service Manager

Ivanti Service Manager provides a feature-rich Service Management solution for IT with out-of-the-box ITIL processes.

Together, SIRP and the Ivanti Service manager streamline the process of opening a new ticket for a resolution of certain Incidents. The incident data can be automatically pushed from SIRP to Ivanti Service Manager.

Supported Actions

SIRP’s Ivanti Service Manager integration app allows you to execute the following actions:

S.no

Action

Description

1

Get tickets from Ivanti

Ingest Ivanti Service Manager tickets into SIRP

2

Create ticket on Ivanti

Create a ticket from SIRP on Ivanti Service Manager

Enable and Configure Ivanti Service Manager

Creating a REST API Key

  1. From the Configuration console, click Configure > Security Controls > API Keys.

  2. Create Key Group by clicking Add Key Group, add Name and Description

  4. Once the API Group has been created, click Add API Key. The application displays the New API Key page.

  5. Enter information into the fields:

    • •Reference ID - This field is auto-generated. This ID is the REST API Key you need to use for endpoint authorization.

    • •Activated - Select activate the key.

    • •Description - Enter a description for the key.

    • •On Behalf Of - Select the name of the user creating the key. It can be any user.

    • •In Role - Select the role of the user creating the key (role must be that of Administrator

Copy "Reference ID" and "On Behalf Of" then click Save Key.

Note: You can also create a new user (example SIRP User) and use its name in configuration as well.

Get Profile-ID

  1. Click More and search and select "Employee"

  2. Click on "All" dropdown and click on New Saved Search

  3. In the new search, perform following search

    where "Employee" "RecId" "is Not Empty"

    AND

    "Employee" "DisplayName Contains" "<User you created or going to use>"

    Then click Run Search

  4. The search may return "Edit Employee" form. If that happens, click on List View button at the top left to see the list.

  5. There you will find the Rec ID in the list. (You can also move the columns and expand the columns to increase its width and view the full RecID.

  6. Copy this RecID which will be used in the Profile-ID field of SIRP configuration.

  7. If the RecId column is not visible, Mouseover on any column title to view the filter button. Click on that filter button then Columns then select RecID value. This will display the RecId column in the list.

Enable the Ivanti Service Manager app in SIRP

  1. First, log in to SIRP, then go to Apps from the left navigation bar.

  2. Locate the app named Ivanti and enable the app by clicking on the toggle button under the Status Column.

Once you enable the App, click the configure option to integrate SIRP with Ivanti

  • Configuration Name: <Name of configuration>

  • URL: <URL of Ivanti cloud or on-prem instance>

  • Token: <Reference ID of API Key generated in Ivanti>

  • Profile-Name: <Name of the user that generated API Key>

  • Profile-ID: <RecID copied from Employee Search section of Ivanti>

Click Save.

You should now be able to use Ivanti Service Manager actions within SIRP.

Create and Configure Ivanti Ingestion to fetch Tickets

In order to start ingesting tickets from Ivanti through API, you need to create a new ingestion source and enable it.

1. Go to Administration section from the left-hand navigation bar

2. Go to Apps > Ingestion Sources

3. Click on Add Source

4 . Fill the fields in the popup form as shown in the image above:

  • Ingestion Method: API

  • Format: JSON

  • Frequency: Every 5 min (SIRP will call QRadar API every 5 minutes to check for new offenses)

  • Name: Ivanti (This can be any name to distinguish this ingestion source)

  • Ingestion Type: Incident (Because we want to ingest alerts into our Incident Management module)

  • Is Auto Assign: Not Mandatory

  • Opened By: Not Mandatory

  • Applications: Select Ivanti application

  • Actions: Select get_offences_with_events

  • Configuration: Select configuration name

9. Click Create button to create the new ingestion source

10. The last step after creating an ingestion source is mapping the data fields ingested from Ivanti with the fields available in SIRP. After you create the ingestion source, you will get a new configuration icon under the Actions column. Click on the icon to configure the fields.

11. Configure the field mapping as shown in the following screenshot and click Save.

After enabling the ingestion source, SIRP will start to call Ivanti’s API every 5 minutes to check for any new tickets created. If SIRP finds any tickets, it will start ingesting the records within its database.

The results will be visible in the Incident Management module. The Alerts tab will list all the ingested alerts.

Create Tickets on Ivanti from SIRP

  • To create on Ivanti click on the square lattice in the upper left corner of the ticket view and select Ivanti > Create Ticket on Ivanti

  • Select configuration and set category and execute

The newly created ticket will appear in the "Incident" list in Ivanti Service Manager


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Troubleshooting

Custom Fields

The Ivanti Servicedesk is a highly customizable solution. Every organization can create custom fields (Business Objects) and use it in their Incident forms. These fields can also be made mandatory. So it is highly advisable to consult with SIRP's automation team or your SIRP success manager before activating this app. Communicate the mandatory and custom fields that you have in your Ivanti Incident forms.

Invalid Request Payload

Error: 

"Incident((newsrvB44C2668BC0B42F781CFE201A6B02ED5)).UndefinedValidatedValue: 'abc.user' is not in the validation list of validated field Incident.Owner."

Steps to Troubleshoot

This error indicates that the user name used in the Ivanti app configuration is not available in the Owner picklist.

To find the picklist that is used in the Owner dropdown follow these steps:

  • Click on Admin UI icon from the top right corner

  • Click on Business Objects under Build then click Incident

  • Click on the Fields tab then scroll down the fields list and click on Owner

  • In the Owner's Details page check the Pick List that is selected. Clicking on the Values button will show you if the user exist in this list or not. If it's not then we have to check the search or "Constraints" that forms this Pick List.

  • From the left menu click on Pick Lists then find the Pick List that is used in the Owners field. (In our case it's Employee with LoginID value by Team). Once you have found that list, click on it to see the details

  • Check the CONSTRAINTS section that forms this Pick List. It is a Search and Filter expression that collects certain users in the defined list.

  • Make sure that the user falls in these defined constraints. You can validate it by clicking on the Preview button.

  • Once the user appears in the Owner's Picklist, try exporting the SIRP incident to Ivanti again.

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