Create or update ITSM Ticket

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 of Logged, Active, or, Waiting, and the 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 a status of Resolved or Closed, then a new ticket is created.

Stage Settings

The fields in the Stage settings are dynamically updated from the default ITSM form, the mandatory fields are also determined. All field drop-down options are contextual.

If the ITSM default form is changed, you will need to come back into the Neurons Bots Create or update ITSM Ticket Stage settings and 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 is 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 as case, the Fallback user will be used for the ticket communication.
  • Journal notes: The Journal notes 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 Create or update ITSM Ticket 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 need to create an API key in Neurons for ITSM, then you need to create a new credential that includes the 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:

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 Platform main menu, select Admin > Connectors.
  2. On the Connectors page, select Add connector.
  3. Search and select Ivanti Neurons for ITSM.
  4. On the Ivanti Neurons for ITSM Connector page, enter the following details:
    • Connector Name: name of your choice
    • Connector Server Name: Cloud
  5. In the Connection Details section, Set the ITSM Instance Type to Cloud.
  6. Set the Server Name to the domain of the ITSM instance e.g. servername.vantosi.com
  7. In the Credentials section, set the Username to the same admin name entered in On Behalf Of in the Create an ITSM API Key.
  8. Set the Password to the standard login password of the admin user.
  9. Set the Role Name to Admin.
  10. In the Data Filters section, set the Devices toggle to Off to disable it.
  11. In the Schedule section, set your schedule preference.
  12. In the Action Credentials section, set the Server Name to the server name of the domain for the ITSM instance e.g. servername.vantosi.com
  13. Set the Username and Password to the standard admin user.
  14. Set the API Key to the Reference ID which you copied from Neurons for ITSM.
  15. Set Role Name to Admin.
  16. Select 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 want to use Neurons to create ITSM tickets, and you have chosen not to add a connector.

Create Credentials

  1. From the Ivanti Neurons Platform main menu, select Admin > Credentials.
  2. On the Credentials page, select Add credentials.
  3. In the New Credential panel, from the drop-down select Ivanti Service Manager (Cloud).
  4. Click Next to display the credential fields that need completing.
  5. Enter a Name for the credentials e.g. ITSM
  6. Optionally enter a Description.
  7. Set the ISM Tenant URL e.g. servername.vantosi.com
  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 Create or update ITSM Ticket 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 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.
  3. In the Update action credentials dialog check the following are set correctly:
    • Server Name: server name of the domain for the ITSM instance e.g. servername.vantosi.com
    • Username: standard login password of the admin user.
    • Password: standard login password of the admin user
  4. In API Key enter the Reference ID which you copied from Neurons for ITSM.
  5. Check Role Name to set to Admin.
  6. Select Update.

Stage Results

Once the bot which includes and ITSM stage has been run, you can view the updates to the ITSM ticket by:

  1. Go to Ivanti Neurons Platform main menu > Neurons Bots.
  2. On the Bots homepage, search for and click on the bot name.
  3. On the bot results page, locate the Create or update ITSM Ticket stage.
  4. Within the stage, click on the successful metric. The stage results details display.
  5. All devices that the stage successfully completed on 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.