Ivanti Neurons for ITSM connector

This connector can be run in the cloud or using an on-premises connector server.

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

For information about what data is imported and how it is mapped, see Mapping (below).

When running the on-premises version of the connector, the connector server should be installed in a location where it can contact both the ITSM server and the Neurons server. For additional information, see How to configure the ITSM connector for on-prem.

Before setting up the connector, make sure your ITSM account is configured with the following properties:

  • Use a service account dedicated to ITSM. If you also set up Action Credentials in Neurons for the connector, this can be the same account used for the Username (assuming the account has proper permissions).
  • From the ITSM user console > Roles workspace, assign the Admin role as the only role for the account. Also fill in the following:
    • Organizational Unit: Populate the account with a top-level org unit.
    • Team: Populate the account with an existing team.
    • Enable Internal Auth: Select this option and add a password.
    • Disable PWD Expiration: Select this option.

    Configure your ITSM account with the following options.

  • From the ITSM configuration console:
    • Ensure the Admin role can view and edit all object permissions. (Navigate to Configure > Users and Permissions > Roles and Permissions. Select the Admin role, then select Object Permissions.)
    • Set the Named User and Privileged User to 0 to allow privileged accounts to log in with an unlimited number of sessions. (Navigate to Configure > Security Controls > Security and Session.)
    • Add a Neurons API key group. (Navigate to Configure > Security Controls > API Keys.)

Options

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. When running the connector in the cloud, this server needs to be the Cloud option in the list.

    Each connector can only be associated with one connector server. If you added this connector to a specific connector server (on the Connectors > Connector Servers page), this field will be populated for you. Otherwise, you can select the server from the list.
  • On-Premises or Cloud instance: Select On-Premises if you are hosting the ITSM server in your own environment, or Cloud if it is being hosted in the cloud.
  • 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: An ITSM user 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
    • Stale threshold: The connector will only import devices that have checked in or changed during that time.
    • Status: Import specific devices using a status filter. Click in the Status area to view the list of predefined filters. Add a new value by typing it in this area and pressing Enter.
    • Types: Import specific devices using one or more type filters. Click in the Types area to view the list of predefined filters. Add a new value by typing it in this area and pressing Enter. Ivanti will periodically update the predefined filters, replacing all values in the Types area with the updates. You will need to re-enter any custom filters you were previously using.
      You can also add one or more subtype filters to a type filter to refine the device data that Neurons imports. Make sure to match the correct subtypes to each type filter you use:
      • Computer: Available subtypes are desktop, laptop, server, virtual desktop, virtual server.
      • ivnt_GeneralAsset: Available subtypes are ESX, VOIP.
      • ivnt_Infrastructure: Available subtypes are access point, firewall, hub, phone, router, SAN, switch, video conference.
      • Mobile device: Available subtypes are smart phone, tablet.
      • PeripheralDevice: Available subtypes are FAX, printer, scanner.
    • SubTypes: Include one or more subtype filters with each type filter to refine the device data that Neurons imports. Click in the SubTypes area to view the list of predefined filters. Add a new value by typing it in this area and pressing Enter.
  • Users
    • Stale threshold: A threshold limits the amount of data that is gathered for Neurons. The connector will only import users that have checked in or been updated during that period of time.
    • Status: Import specific users using a status filter. Click in the Status area to view the entire list of predefined filters. Add a new value by typing it in this area 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. If your instance of ITSM uses a REST API endpoint, you will need to enter an activated API key to authenticate it. For details on creating an API key, see Using the REST API Key in the Ivanti Neurons for ITSM help.

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

Mapping

The data that this connector imports is mapped to target attributes in the Neurons Platform database.

For an overview of how the data imported by this connector is mapped to the Neurons target attributes, please download the CSV file using the button below.

Download mappings

For an overview of the Neurons target attributes per data type and the connector source attributes that are mapped to them, see Connector data mapping.