Ivanti Neurons for ITSM connector

The ITSM connector gathers data about devices and users from Ivanti Neurons for ITSM using the Service Manager SOAP API. When users or devices have a ticket associated with them, information about the ticket is also included.

The connector imports data from ITSM to Neurons Platform. If you want to import data from Neurons Platform to ITSM, see Import Discovery Data from Ivanti Neurons in the Ivanti Neurons for ITSM help.

  • BIOS UUID
  • Device ID
  • Host name
  • Discovery ID
  • Domain name
  • Device name
  • Last policy sync date
  • Last software scan date
  • LDAP location
  • Login name
  • MainBoard OEM Name
  • Primary owner
  • Username with prefix and suffix
  • System OEM name
  • Identity type
  • Asset tag
  • BIOS date, version, and manufacturer
  • Serial number
  • Service tag
  • SMBIOS version
  • UEFI enabled
  • OS and OS version
  • Drivers
  • Total memory
  • Storage type, manufacturer, serial number, and size
  • Logical drive storage, available storage, format, type
  • Memory slot number, size, description, form factor, manufacturer, asset tag, part number, speed, and type
  • Processor manufacturer, name, count, speed, model, and serial number
  • Network adapter vendor, model, description, driver
  • Display adapter type, model, RAM, description, and manufacturer
  • Connected monitors' serial numbers, manufacturers, and dates of manufacture
  • MAC address
  • IP address
  • Subnet mask
  • Manufacturer and model
  • Has battery
  • Chassis type
  • Board name
  • Express service code
  • Software titles, versions, sizes, and manufacturers
  • When users or devices have a ticket associated with them (such as an incident or request), information about the ticket is also included
  • User department, division, location, email address, and phone number
  • User job title, hire date, and termination date
  • User login ID

When you use a connector for ITSM, the connector server should be installed in a location where it can contact both the ITSM server and the Neurons server. For additional information about making sure ITSM installed on premises is set up correctly, see Configuring ISM On-prem to connect to Cloud.

An ITSM connector has the following options:

  • Connector name. A name for the connector.
  • Connector server name. The name of the connector server that this connector is associated with. Each connector can only be associated with one connector server. If you added the connector to a specific connector server, this field may be populated for you. Otherwise, you can select the connector server from the list.
  • Server name. The IP address or DNS name of the ITSM server. If your instance of ITSM is on premises, you must add /HEAT to the server name. For example: servername.example.com/HEAT
  • Tenant ID (for on-premises instances only). The tenant ID (also known as the tenant URL) for your instance of ITSM. The Tenant ID is the same as the "TenantURL” field in the Tenants business object in the ITSM Configuration database.
  • Username and Password. Credentials to log in to ITSM. We suggest you use a service account that doesn't need the password changed frequently.
  • Role name. A role assigned to the username that has permissions to view and edit all objects. This can be either a default role or a custom role, as long as it has the correct permissions.
  • Devices. A data filter option you can toggle on or off.
    • Stale threshold. A threshold that limits the import to devices that have checked in or had updates in the previous specified number of days. By default, Neurons tracks ITSM changes to devices through the last modified date.
    • Status. Device status filters that will only import devices with the selected values. To view the entire list of predefined filters, click in the filters area to open a drop-down list. Select all, select just some of the values, or add a new value by typing the device status and pressing Enter.
    • Device types. Device type filters that will only import devices with the selected values. To view the entire list of predefined filters, click in the filters area to open a drop-down list. Select all, select just some of the values, or add a new value by typing the device type and pressing Enter.
  • Users. A data filter option you can toggle on or off.
    • Stale threshold. A threshold that limits the import to users that have checked in or had updates in the previous specified number of days. By default, Neurons tracks ITSM changes to users through the last modified date.
    • Status. User status filters that will only import users with the selected values. To view the entire list of predefined filters, click in the filters area to open a drop-down list. Select all, select just some of the values, or add a new value by typing the user status and pressing Enter.
  • Repeats. How often the connector should gather data.
  • Start time. The time of day the connector should start running. To minimize the impact on your network and applications, we recommend that connectors generally run at night or on weekends.
  • Active. Whether the connector is active or not. While the connector is active, it runs according to the schedule you create. If you clear the check box, the connector is inactive and will not gather data until the check box is enabled again and the connector is saved.
  • Action Credentials. The credentials Ivanti Neurons uses to perform actions and queries on device or people records. The types of available actions and queries will depend on your specific work environment. If your instance of ITSM is on premises, you may need to add /HEAT to the server name. For example: servername.example.com/HEAT.

For details on configuring or using connectors, see Setting up connectors.