Best Practices

Before you start the configuration process, you should make decisions about the following components of this integration:

  • ITSM ticketing system details - You can create an integration for your company's generic ITSM ticketing system if it meets the prerequisites. You need to identify the URL for each instance you want to integrate with. You will also need to identify the administrator details and the applicable authentication requirements.

  • Sources - For each source you want to integrate with ITSM ticketing system, verify that it is configured for Provisioning. For more information, refer to Prerequisites.

  • Consider editing the Description field in SailPoint for these sources to indicate that they are used in the Generic Service Desk Integration Module.

  • Generic Service Desk Integration Module Statuses - Make a list of each possible status in target ITSM ticketing system that you want to map to a status in SailPoint. This will help you track tickets as they're worked. Most importantly, this will be used by SailPoint to determine when a ticket is closed in target ITSM ticketing system so that the related SailPoint provisioning task is also treated as complete. For more information about mapping statuses, refer target ITSM system documentation.

  • Requests - Identify each type of provisioning action in SailPoint that you want to create a ticket for in target ITSM ticketing system. Also, the information from those actions that should be included in the related ITSM ticketing system. For more information, refer target ITSM system as well as API documentation.