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:
Function Name | Purpose |
|---|---|
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 the account group level without needing ticketing system integration. However, these settings must be enabled to activate ticketing system validation. The system takes any inputs without validation and grants access to the user if settings are not activated.
Enforce comment
Request for ticket number
The system supports out-of-the-box integration with Jira Cloud, Jira Server, and ManageEngine ServiceDesk. Refer to the specific documentation for integrating the ticketing system.
For integration with other ticketing systems, the version of the ticketing system must support REST-based web services for integration. In the case of a cloud-based ticketing system, you will also need to configure a network proxy for the system to communicate with the cloud service provider. Refer to Setting up a network proxy.
Only one configuration can be activated in the system. The ticketing system's policy can be enforced at the Account Group level.
This section covers how to use standard settings for enabling integrations with
API responses based on JSON, Object, String, and XML can be implemented for validating response types.
The integration uses Content-Tags to replace system data for executing actual API calls. These tags help manipulate data across header data, URL, understanding responses, etc. The list of content-tags supported includes:
Content Tags | Description |
%ServiceDesk_Domain% | Domain name for service desk account |
%ServiceDesk_LastResponse% | Last response received from API |
%ServiceDesk_Message% | Message on service desk |
%ServiceDesk_TicketNo% | Ticket number of request |
%ServiceDesk_UserLogonName% | User logon name of service desk |
%ServiceDesk_UserGroup% | User group in service desk |
%ServiceDesk_IPAddress% | Service desk request IP address |
%ServiceDesk_Hostname% | Service desk request hostname |
%ServiceDesk_AssetType% | Service desk request asset type |
%ServiceDesk_AssetCategory% | Service desk request asset category |
%ServiceDesk_AccountUserName% | Service desk request account username |
%ServiceDesk_AccountPassword% | Service desk request account password |
%ServiceDesk_AccountType% | Service desk request account type |
%ServiceDesk_AccountGroup% | Service desk request account group |
%ServiceDesk_DBInstance% | Service desk request database instance |
%ServiceDesk_Username% | Username for service desk account |
%ServiceDesk_Password% | Password for service desk account |