Integrating SailPoint Generic Service Desk with Any ITSM Ticketing System

SailPoint's Generic Service Desk Integration Module (SDIM) enables customers to integrate easily with any Help Desk Solution.

The new service desk functionality provides an easy way to:

• See a list of integrations
• View summaries of the integrations
• Create new integrations
• Edit/Update existing integrations
• Delete integrations

This document describes how to configure a Generic Service Desk Integration Module.

Supported Features

• Creation of tickets for manual provisioning operations.
• Check status of tickets.
• Synchronization of ticket status between the Generic Service Desk Integration Module (SDIM) and ITSM ticketing system.
• Retry Mechanism for check ticket status failure.

Prerequisites

• Configure the virtual appliance cluster only when using a VA-based connection type. For instructions, refer to the Virtual Appliance Reference Guide.

  Note

  This requirement doesn't apply to SaaS connections.

• Configure at least one source to generate manual tasks for Provisioning. For more information, refer to Configuring Source Account Provisioning.

• Be familiar with Apache Velocity scripting. For more information, refer to Apache Velocity Engine - Getting Started.

• Know the authentication option (Basic, OAuth 2.0 Authentication, or API Token) to use to authenticate into the ITSM ticketing system.

Required Permissions

• The minimum permissions required for a Service Account user to create and get the status of the ticket using Generic Service Desk varies according to the target ITSM system you want to configure. Refer to the relevant ITSM system documentation for further details.
• Admin user level permissions are required to access the Generic Service Desk Integration Module.

System Requirements

• An IT Service Management System with an appropriate REST API for Ticket creation deployed either in your IT environment or in the cloud.

• The virtual appliance must be able to connect to the ITSM system when using a VA-based connection type, typically using outbound access for port 443 (HTTPS).

  Note

  This requirement doesn't apply to SaaS connections.

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 ITSM ticketing system if it meets the prerequisites. You need to identify the URL for each instance you want to integrate with. You also need to identify the administrator details and the applicable authentication requirements.

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

  Tip

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

• Generic Service Desk Integration Module Statuses: Make a list of each possible status in the 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, SailPoint uses this mapping to determine when a ticket is closed in the ITSM ticketing system so that the related provisioning task is also treated as complete. For more information about mapping statuses, refer to your ITSM ticketing system's documentation.

• Requests: Identify each type of provisioning action in SailPoint that you want to create a ticket for in the ITSM ticketing system, along with the information from those actions that should be included in the related ticket. For more information, refer to your ITSM ticketing system's documentation and API reference.

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