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Version: 3.24

ITSM integration

Into the justification and authorization form, the requester user can input the Governance code. This governance code can be used just for evidence or can be integrated into ITSM solutions. If it is integrated with configured ITSM solutions, the senhasegura will first validate with the target ITSM system if the governance code provided grants to the user authorization to execute the operation, if it is the user request is granted, as in the image usr-sistema-0224.

ITSM Flow

If the code does not exist or is not valid, the senhasegura will not grant the user request, as in the image usr-sistema-0225.

ITSM Flow when the code does not match

By default, only the following ITSM solutions are provided by senhasegura . You can configure the integration into Settings ➔ System parameters ➔ Integration with ITSM, and then click at the report action button New.

This report also gives the possibility to test every configurations using the Test authentication record action.

info

If you want a mandatory Governance code to be entered, check the option Governance ID required when justifying? in the users' access group.

Jira Service Desk​

Atlassian JIRA ITSM registration form

  • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports;

  • Enabled: This status flag indicates if this configuration should be used into workflow procedures;

  • API URL: Should be filled with the main JIRA URL. This URL will be used to access the JIRA REST Endpoint;

  • User: A valid user with the right permission to query issues tickets inside JIRA;

  • Password: The JIRA user password;

The JIRA integration will query the given ticket code using the /rest/api/2/issue/ endpoint. The user request will be only accepted if the JIRA issue is under In progress status.

Freshdesk​

Freshdesk ITSM registration form

  • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports;

  • Enabled: This status flag indicates if this configuration should be used into workflow procedures;

  • API URL: Should be filled with the main Freshdesk URL. This URL will be used to access the Freshdesk REST Endpoint;

  • User: A valid user with the right permission to query issues tickets inside Freshdesk;

  • Password: The Freshdesk user password;

The Freshdesk integration will query the given ticket code using the /api/v2/tickets endpoint. The user request will be only accepted if the Freshdesk issue is under Open or Pending status.

CA Service Desk Manager​

CA Service Desk Manager registration form

This integration can be configured to runs REST queries or queries directly to CA database.

  • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports;

  • Enabled: This status flag indicates if this configuration should be used into workflow procedures;

  • Request Method: Configure witch kind of communication senhasegura will execute into the CA software;

  • Rest API: will require HTTPS connection between senhasegura and the CA solution. The following fields should be filled if you choose the REST API method:

    • API URL: Should be filled with the main CA URL. This URL will be used to access the CA REST Endpoint. Used only if REST API request method was selected;

    • User: A valid user with the right permission to query issues tickets inside CA;

    • Password: The CA user password;

  • SQL Server: Will require a SQL Server connection between senhasegura and the CA solution. The following fields should be filled if you choose the SQL Server method:

    • User: A valid user to connect into SQL Server;

    • Password: The database user password;

    • DB Host: Hostname or IP where the CA database is located;

    • DB Host Port: The TCP port to connect;

    • DB Name: The CA database name;

    • DB Instance: The granted database instance;

Zendesk​

Zendesk registration form

  • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports;

  • Enabled: This status flag indicates if this configuration should be used into workflow procedures;

  • API URL: Should be filled with the main Zendesk URL. This URL will be used to access the Zendesk REST Endpoint;

  • Email address: A valid user with the right permission to query issues tickets inside Zendesk;

  • Password: The Zendesk user password;

  • API Token: A valid OAuth token to identify senhasegura ;

The Zendesk integration will query the given ticket code using the /api/v2/tickets/[id].json endpoint. The user request will be only accepted if the Zendesk issue is under Open or Pending status.

ServiceNow​

ServiceNow registration form

  • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports;

  • Enabled: This status flag indicates if this configuration should be used into workflow procedures;

  • API URL: Should be filled with the main ServiceNow URL. This URL will be used to access the ServiceNow REST Endpoint;

  • User: A valid user with the right permission to query issues tickets inside ServiceNow;

  • Password: The ServiceNow user password;

The ServiceNow integration will query the given ticket code using the /api/now/table/ endpoint. The user request will be only accepted if the ServiceNow issue is under In Progress status.