Configuring Service Desk Systems

When IT administrators or remote vendors are required to enter a ticket number from a Service Desk system in order to complete the login process to a corporate server, the ticket number that is entered by the user must be validated against the system.

ITM On-Prem (ObserveIT) Service Desk systems can be built-in or customized.

  1. Built-in systems are provided by ITM On-Prem (ObserveIT) as out-of-the-box integrations ("ServiceNow" is currently supported).

  2. Customized systems are implemented by customers according to their own requirements.

ITM On-Prem (ObserveIT) provides a template project as an example of a Web Service to help customers implement the integration with their own IT ticketing system. For details, please refer to the ITM On-Prem (ObserveIT) Service Desk Integration Guide.

The following procedures describe how to:

  • Create new Service Desk systems

  • Edit the parameters of existing Service Desk systems

  • Delete Service Desk systems

To create a new Service Desk system

  1. Navigate to Configuration > Integrations > Service Desk Integration.

  2. Click the Service Desk Systems tab.

    The Service Desk Systems tab opens, displaying a list of all the currently existing systems. Each system has a name and a URL to the server on which it is located.

  3. Click the Create button.

    The Service Desk System Settings page opens, enabling you to define the system and test the connection settings.

  4. In the Connection Settings section, specify the following information:

    1. From the Service Desk System drop-down list, select either ServiceNow (built-in) or Custom Integration, depending on the type of ticketing system you want to create.

    2. In System Name, specify a name for the new ticketing system.

    3. In Service URL, enter the URL to the server on which the ticketing system (built-in) is located, or to the Web Service that was used to create the ticketing system (for a custom integration).

    4. If you are configuring a built-in ticketing system, enter your User Name and Password. Note that these fields are not mandatory for a custom integration.

    5. In the Validation Message text box, enter a message which the user will see in the case of an invalid ticket number, or accept the default message by clicking the Default button.

    6. If you are configuring a built-in ticketing system, you can choose the relevant check box to Validate the User ID in ticket and/or Validate Server ID in ticket when validating the ticket number.

  5. After configuring your ticketing system, click Test Connection to test the connection settings.

    A message is displayed, informing whether the connection is successful.

  6. If the connection is successful, click Save to save your settings.

    The newly-created system will be included in the list of systems on which you can apply Service Desk policies.

To update an existing Service Desk system

  1. In the list of currently existing systems, select the system whose parameters you want to update.

  2. Edit the required parameters (as described above), test the connection, and then save your settings.

    The updated system will be included in the list of Service Desk systems.

To delete a Service Desk system

  • In the list of currently existing systems, select the system you want to delete, and click the adjacent Delete link.

  • A confirmation message is displayed. The Service Desk system is removed from the list.