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Connecting SailPoint and Generic Service Desk

The Generic Service Desk Integration Module (SDIM) helps to perform effective and efficient service management for SailPoint services offered to the organization in the ITSM ticketing system and enables customers to create and manage any type of ticket.

You can integrate a SailPoint source with an ITSM ticketing system for access request and monitor it.

To create the connection:

  1. Sign in to SailPoint > Admin interface.
  2. Select Connections > Service Desk. The Service Desk connections page displays.
  3. Select Create, and then provide the required information on the General Settings page.
  4. Select Continue. The Configure page appears.
  5. Provide the Connectivity and Authentication information on the Configure page.
  6. Provide the Ticket Creation information on the Configure page.
  7. Provide the Status Mapping information on the Configure page.
  8. Provide the Requester Source information on the Configure page.
  9. Select Continue to save the configuration and review the Summary of the configuration. If the Summary is satisfactory, select Create.

General Settings

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General Settings

Note

Ensure that the name and description of each connection are unique. Because you can configure multiple source types to use this connection, you should specify the sources in the description. The tickets for those sources will be processed on the managed system while the status of the tickets are synchronized in SailPoint.

  1. Enter a descriptive Name for the connection.
  2. Enter the Description of the connection.
  3. Select Integration Type Generic SDIM from the drop-down list.

  4. Select Incident in the Ticket Type dropdown list.

  5. Select the Connection Type:

    • VA-Based Connection Type - Select the VA-Based connection type if you want to use a Virtual Appliance Cluster.
    • SaaS Connection Type - Select the SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

    Notes

    • SaaS Connection types don't support Credential Providers.
    • Once you create an integration, you cannot edit the connection type.

  6. (Optional) If Credential Providers are supported for this integration, you can select Use a Credential Provider to use a credential provider configured in your tenant.

  7. Enter the name of the Integration Owner.

VA-Based Connection Type

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VA-Based Connection Type

  1. Select VA-Based connection type if you want to use a Virtual Appliance Cluster.
  2. Select Save.

SaaS Connection Type

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SaaS Connection Type

  1. Select SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

Note

When you select the SaaS connection type, the Enable Debug Logging feature is available. It is only supported for Service Desk SaaS integration.

Administrator Settings

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Administrator Settings

  1. Select the Enable Debug Logging checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues.

  2. If the Enable Debug Logging feature is needed, please contact SailPoint.

    Note

    Enable Debug Logging should not be enabled without SailPoint guidance.

Sources

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Sources

In the Sources dropdown list, select sources to configure from the available sources. For each source you want to integrate with the Generic Service Desk system, verify that it is configured for provisioning.

Tip

Edit the Description field for these sources to indicate they are used in the Generic Service Desk integration.

Connectivity and Authentication

SailPoint's Generic Service Desk SDIM supports Basic, OAuth2, and API Token as Authentication Types.

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Connectivity and Authentication

  1. In the URL field, enter the URL of the ITSM ticketing system you want to integrate with.
  2. Select Basic, OAuth2, or API Token for Authentication Type.
  3. Complete the authentication steps:

Basic Authentication

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Basic Authentication

  1. Select Basic as the Authentication Type.
  2. Enter the Service Account username in the Username and Service Account user's Password in the Password.

OAuth2 Authentication

For OAuth2 authentication, there are three grant types:

  • Password
  • Refresh Token
  • Client Credentials

In the Grant Type drop-down list, select the grant type.

Password Grant Type

Password Grant Type

  1. In the Token URL field, enter the location of the token endpoint that the instance uses to retrieve token.
  2. In the Username, Password, Client ID, and Client Secret fields, enter the respective values for OAuth2 authentication.
Refresh Token Grant Type
  1. In the Grant Type drop-down list, select REFRESH_TOKEN.
  2. In the Token URL field, enter the URL required for OAuth2 authentication.
  3. In the Refresh Token field, enter the refresh token for OAuth2 authentication.
  4. In the Client ID and Client Secret fields, enter the values for OAuth2 authentication.

Note

To configure OAuth2, refer to the Managed System documentation for detailed instructions.

Client Credentials Grant Type

Client Credentials Grant Type

  1. In the Grant Type drop-down list, select CLIENT CREDENTIALS.
  2. In the Token URL field, enter the location of the token endpoint that the instance uses to retrieve token.
  3. In the Client ID, and Client Secret fields, enter the respective values for OAuth2 authentication.

API Token Authentication

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API Token Authentication

  1. Select API Token as the Authentication Type.
  2. Enter the Base64 Encoded value in the API Token field.

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