Integrating Ticketing Systems
Integrate Sectona Privileged Access Management system with a ticketing system to validate active tickets before privileged session requests or account checkout requests. Using a ticket number makes it easier to track access to configured assets.
Ticketing system integration can be enabled for one or more functions:
Validating ticket number
Can be used to validate active ticket number in service desk before granting access
Validating ticket number and ticket data
Can be used to validate active ticket number in service along with other system data like IP address and asset name before granting access
Requesting ticket closure
Allows ticket to be closed once user updates request for ticket closure from within a privileged session
The following functions are supported at account group level without any need for ticketing system integration. However these settings must be enabled to activate ticketing system validation. The system takes any inputs without any validation and grants access to the user if settings are not activated.
Request for ticket number
System supports out of the box integration with Jira Cloud, Jira Server and ManageEngine ServiceDesk. Refer to specific documentation for integrating ticketing system.
For integration with other ticketing systems, the version of ticketing system must support REST based web services for integration. In the case of cloud-based ticketing system, you will also need to configure network proxy for the system to communicate with cloud service provider. Refer to Setting up a network proxy.
Only one configuration can be activated in the system. Ticketing system's policy can be enforced at Account Group level.
This section covers how to use standard settings for enabling integrations with
API responses based on
XML can be implemented for validating response types.
Content-Tags for replacing system data for executing actual API calls. These tags help in manipulating data across header data, URL, understanding responses etc. List of content-tags supported includes:
Domain name for service desk account
Last response received from API
Message on service desk
Ticket number of request
User logon name of service desk
User group in service desk
Service desk request IP address
Service desk request hostname
Service desk request asset type
Service desk request asset category
Service desk request account username
Service desk request account password
Service desk request account type
Service desk request account group
Service desk request database instance
Username for service desk account
Password for service desk account