# 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](<#general-settings>) page.
4. Select **Continue**. The Configure page appears.
5. Provide the [Connectivity and Authentication](<#connectivity-and-authentication>) information on the Configure page.
6. Provide the [Ticket Creation](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/configuring.html#ticket-creation>) information on the Configure page.
7. Provide the [Status Mapping](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/configuring.html#status-mapping>) information on the Configure page.
8. Provide the [Requester Source](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/configuring.html#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

> [!NOTE]
>
> **Screenshot**
>
> [![General Settings](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/general_settings.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/general_settings.png>)

> [!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](<#va-based-connection-type>) - Select the **VA-Based** connection type if you want to use a Virtual Appliance Cluster.
   - [SaaS Connection Type](<#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

> [!NOTE]
>
> **Screenshot**
>
> [![VA-Based Connection Type](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/va_connection_settings.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/va_connection_settings.png>)

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

### SaaS Connection Type

> [!NOTE]
>
> **Screenshot**
>
> [![SaaS Connection Type](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/saas_connection_type.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/saas_connection_type.png>)

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](<#administrator-settings>) feature is available. It is only supported for Service Desk SaaS integration.

#### Administrator Settings

> [!NOTE]
>
> **Screenshot**
>
> [![Administrator Settings](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/enable_debug_logging.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/enable_debug_logging.png>)

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

> [!NOTE]
>
> **Screenshot**
>
> [![Sources](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/general_settings_sources.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/general_settings_sources.png>)

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.

> [!NOTE]
>
> **Screenshot**
>
> [![Connectivity and Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/connectivity_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/connectivity_authentication.png>)

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](<#basic-authentication>)
   - [OAuth2 Authentication](<#oauth2-authentication>)
   - [API Token Authentication](<#api-token-authentication>)

### Basic Authentication

> [!NOTE]
>
> **Screenshot**
>
> [![Basic Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/basic_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/basic_authentication.png>)

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.

> [!NOTE]
>
> **Password Grant Type**
>
> [![Password Grant Type](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/oauth_password.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/oauth_password.png>)
>
> 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.

> [!NOTE]
>
> **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.

> [!NOTE]
>
> **Client Credentials Grant Type**
>
> [![Client Credentials Grant Type](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/client_credentials.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/client_credentials.png>)
>
> 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

> [!NOTE]
>
> **Screenshot**
>
> [![API Token Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/api_token_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/generic/help/img/api_token_authentication.png>)

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