ITSM Ticket (Create or Update)

Use this stage to create or update an Ivanti Neurons ITSM ticket. When the stage runs against all target devices it detects if a ticket has been raised for the issue for each device, this avoids duplicate tickets being created. If there is an existing ticket, with status Logged, Active, or Waiting, and Update ticket from stage has been used, then the fields are updated.
If no ticket has been created for the issue for a device, or a ticket has status Resolved or Closed, then a new ticket is created.

Stage Settings

The fields in the Stage settings are updated dynamically from the default ITSM form. This includes determining the mandatory fields. All options in drop-down fields are based on context.

If the ITSM default form changes, you will have to revisit these Stage settings to update the fields that have changed.

The following fields are ones to draw your attention to:

  • Update ticket from stage: Use this field to link the stage to another ITSM ticket stage. This will then update the same ITSM ticket each time the stage is run. This is useful if you want to make incremental changes to the bot.
  • Fallback user email: In some cases the user will not be identifiable from the device. In such cases, the Fallback user's email will be used for communication about the ticket.
  • Journal notes: This is a dynamic field that updates the ITSM ticket each time the stage is run. Journal notes are never replaced; new ones are always created. If you want to preserve a specific setting, add it as a variable to the journal notes to retain it in the history.

Configuration Requirements

Before you use the ITSM Ticket (Create or update) stage in a bot, you must create an Ivanti Neurons ITSM API Key, and setup the Ivanti Neurons for ITSM Connector with action credentials.

Create an ITSM API Key

To setup a credential for Neurons Bots, you must create an API key in Neurons for ITSM. Then you have to create a new credential that includes that API key:

  1. Go to Ivanti Neurons for ITSM.
  2. In the main menu select Configure > Security Controls > API Keys.
  3. In the Key groups section, select Add Key group, or use an existing one.
  4. In the API Keys section, select Add API Key.
  5. On the New API Key page, set On Behalf Of to a user with administrator privileges.
  6. Set In Role to Administrator.
  7. Copy the Reference ID. This is the Rest API Key that is needed to setup the connector.
  8. Select Save Key.

See the Neurons for ITSM Help for further details.

Create an ITSM Connector and Credentials

The setup required for the integration with Ivanti Neurons for ITSM will depend on what you already have set up:

Credentials are required for legacy Workspace support, this need will be removed in the future.

Creating a connector is optional. Follow these steps if you want to set up an Ivanti Neurons for ITSM Connector:

Create Connector

  1. From the Ivanti Neurons main menu, select Admin > Connectors.
    The Connectors page appears.
  2. Select Add connector.
    The Available Connectors page appears.
  3. Search and select Ivanti Neurons for ITSM.
    The Ivanti Neurons for ITSM Connector page appears.
  4. Enter the following details:
    • Connector Name: name of your choice.
    • Connector Server Name: Cloud.
  5. In the Connection Details section, set the following:
    • ITSM Instance Type: Cloud.
    • Server Name: domain of the ITSM instance e.g. servername.vantosi.com.
    • Tenant ID: tenant ID, this is usually the subdomain of the URL you use to log in to Ivanti Neurons for ITSM.
      The tenant ID can also be found in the configuration database > Tenants business object > TenantURL.
  6. In the Credentials section, set the following:
    • Username: same admin name entered in On Behalf Of in the Create an ITSM API Key.
    • Password: admin password.
    • Role Name: Admin.
  7. In the Data Filters section, set the Devices toggle to Off to disable it.
  8. In the Schedule section, set your schedule preference.
  9. Set the Action Details toggle to On to enable the Action Credentials fields.
  10. In the Action Credentials section, set the following:
    1. Server Name: server name of the domain for the ITSM instance e.g. servername.vantosi.com
    2. Username: admin user.
    3. Password: admin password.
    4. API Key: the Reference ID which you copied from Neurons for ITSM.
    5. Role Name: Admin.
  11. Click Save at the top of the page.

See the Neurons for ITSM connector Help for further details.

Adding an ITSM credential is only needed if you want to use Neurons to create ITSM tickets, and you have chosen not to add a connector.

Create Credentials

  1. From the Ivanti Neurons main menu, select Admin > Credentials.
  2. On the Credentials page, select Add credentials.
    The New Credential panel appears.
  3. From the drop-down, select Ivanti Service Manager (Cloud).
  4. Click Next.
    The credential fields appear.
  5. Enter a Name for the credentials e.g. ITSM
  6. Optionally enter a Description.
  7. Set the ISM Tenant URL.
  8. Enter the Username.
  9. Enter the Password.
  10. In API Key enter the Reference ID which you copied from Neurons for ITSM.

If you already have the Ivanti Neurons for ITSM Connector or Credentials set up, and you want to create or update an ITSM ticket that was previously created in bots, you must edit the settings to get the action credentials to work for the ITSM Ticket (Create or update) stage. This requires adding the API Key.

Do one of the following:

  • Ivanti Neurons main menu > Admin > Connectors. Select the ITSM connector to display the Ivanti Neurons for ITSM Connector page.
  • Ivanti Neurons main menu > Admin > Credentials. Select the ITSM credential, this automatically recognizes the credentials are associated with the ITSM connector, and redirects you to the Ivanti Neurons for ITSM Connector page.

On the Ivanti Neurons for ITSM Connector page:

  1. Go to the Action Details section.
  2. In Action Credentials, select Update action credentials.
    The Update action credentials dialog appears.
  3. Check the following are set correctly:
    • Server Name: domain for the ITSM instance.
    • Username: admin username.
    • Password: admin password.
  4. In API Key enter the Reference ID which you copied from Neurons for ITSM.
  5. Check Role Name to set to Admin.
  6. Click Update.

Stage Results

Once a bot that includes an ITSM stage has been run, you can view the updates to the ITSM ticket, to do this:

  1. Go to Ivanti Neurons main menu > Neurons Bots.
    The Neurons Bots page appears.
  2. Search for and select the Bot name.
    The Bot results page appears.
  3. Locate the ITSM Ticket (Create or update) stage.
  4. Within the stage, click on the successful metric, indicated by green circle with white tick icon.
    The Stage results page appears.
  5. All devices where the stage successfully completed are listed, with the following details:
    • The ITSM Incident Number
    • Update an existing ITSM ticket:
      • Checked: This is an update to an existing ticket.
      • Unchecked: This is a new ticket creation.
    • Open in ITSM: Click to view the incident ticket in ITSM. If you are already logged in the ticket will display. If you are not logged, the log in screen will display.