Ivanti Service Manager
Ivanti Service Manager Integration with Autom Mate
Introduction
This document provides a comprehensive guide for integrating Ivanti Service Manager with Autom Mate. It includes credential setup, details about available actions, and step-by-step instructions for leveraging Autom Mate to automate IT service management processes.
What is Ivanti Service Manager?
Ivanti Service Manager is a robust IT service management (ITSM) solution that supports organizations in managing incidents, service requests, problems, and changes. It provides a centralized platform for streamlining IT operations and delivering exceptional service experiences.
Autom Mate Integration with Ivanti Service Manager
The Autom Mate integration with Ivanti Service Manager enables users to automate a wide range of IT service management workflows. Autom Mate offers predefined actions that interact seamlessly with Ivanti Service Manager’s APIs, allowing users to create, update, and retrieve records, manage incidents, and streamline service operations.
Credentials
To connect Autom Mate to Ivanti Service Manager, credentials must be added to the Autom Mate Vault. The integration uses API-KEY Authentication.
API-KEY Authentication
API-KEY Authentication ensures secure communication with Ivanti Service Manager using an API URL and API Key.
Steps to Add Credential
1
Navigate to the Vault and click Add New Credential.
2
Fill in the required fields:
Connector Name: Provide a friendly, globally recognizable name for the connection.
Authentication Type: Select
API-KEY.API URL: Enter the Ivanti API URL provided by your Ivanti Service Manager administrator.
API Key: Provide the API Key for your Ivanti Service Manager product.
3
Save the credential to complete the setup.
These credentials ensure secure communication between Autom Mate and Ivanti Service Manager, enabling authorized access to perform actions.
How to Use Actions
Create Incident
Description and Purpose
The Create Incident action allows users to create a new incident record in Ivanti Service Manager. Users can define the required fields through the data manager, and the outputs will vary depending on the configured fields.
Usage Stepper
1
Add Ivanti Service Manager credentials to Autom Mate’s Vault.
2
Select the Create Incident action.
3
Configure the required fields using the data manager.
4
Execute the action to create the incident.
Inputs
Default Inputs: None. Users can configure the required fields using the data manager.
Sample Output
{
"application_id": "186be5ce-f8ed-4757-86ce-4fc870b3981b",
"name": "Ivanti Create Incident",
"fetch_fields": {
"inputs": [],
"field_steps": [],
"excludes": [],
"only_last_children": true
},
"static_fields": [
{
"name": "ActualCategory_Valid",
"type": "string",
"value": "14348C1FFA044D8AB1E93005B4A0A287",
"description": "",
"display_name": "ActualCategory_Valid"
},
{
"name": "ActualCategory",
"type": "string",
"value": "Missing Item",
"description": "",
"display_name": "ActualCategory"
},
{
"name": "Category_Valid",
"type": "string",
"value": "14348C1FFA044D8AB1E93005B4A0A287",
"description": "",
"display_name": "Category_Valid"
},
{
"name": "Category",
"type": "string",
"value": "Missing Item",
"description": "",
"display_name": "Category"
},
{
"name": "CauseCode_Valid",
"type": "string",
"value": "E2489F3F7DA34B898CCD9569CA5541F2",
"description": "",
"display_name": "CauseCode_Valid"
},
{
"name": "CauseCode",
"type": "string",
"value": "Other",
"description": "",
"display_name": "CauseCode"
},
{
"name": "ClosedBy",
"type": "string",
"value": "JClerk",
"description": "",
"display_name": "ClosedBy"
},
{
"name": "ClosedDateTime",
"type": "string",
"value": "2023-12-16T08:09:48Z",
"description": "",
"display_name": "ClosedDateTime"
},
{
"name": "ClosedDuration",
"type": "number",
"value": 520020,
"description": "",
"display_name": "ClosedDuration"
},
{
"name": "CreatedBy",
"type": "string",
"value": "JClerk",
"description": "",
"display_name": "CreatedBy"
},
{
"name": "CreatedDateTime",
"type": "string",
"value": "2023-12-10T07:42:48Z",
"description": "",
"display_name": "CreatedDateTime"
},
{
"name": "Email",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "Email"
},
{
"name": "FirstCallResolution",
"type": "boolean",
"value": false,
"description": "",
"display_name": "FirstCallResolution"
},
{
"name": "Impact_Valid",
"type": "string",
"value": "1AFFC174C7EA4AB79CCA6B15EB67006D",
"description": "",
"display_name": "Impact_Valid"
},
{
"name": "Impact",
"type": "string",
"value": "Medium",
"description": "",
"display_name": "Impact"
},
{
"name": "IsNotification",
"type": "boolean",
"value": true,
"description": "",
"display_name": "IsNotification"
},
{
"name": "IsVIP",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsVIP"
},
{
"name": "IsWorkAround",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsWorkAround"
},
{
"name": "LastModBy",
"type": "string",
"value": "Johnny.Ivanti",
"description": "",
"display_name": "LastModBy"
},
{
"name": "LastModDateTime",
"type": "string",
"value": "2024-06-29T06:25:04.36Z",
"description": "",
"display_name": "LastModDateTime"
},
{
"name": "Phone",
"type": "string",
"value": "+61.2.8080.3300\r\n",
"description": "",
"display_name": "Phone"
},
{
"name": "Priority_Valid",
"type": "string",
"value": "29CD5D78E16F4D82916C3E933A600096",
"description": "",
"display_name": "Priority_Valid"
},
{
"name": "Priority",
"type": "string",
"value": "3",
"description": "",
"display_name": "Priority"
},
{
"name": "ProfileFullName",
"type": "string",
"value": "Karen R Davidson",
"description": "",
"display_name": "ProfileFullName"
},
{
"name": "ProfileLink_Category",
"type": "string",
"value": "Employee",
"description": "",
"display_name": "ProfileLink_Category"
},
{
"name": "ProfileLink_RecID",
"type": "string",
"value": "E07CFB09AB324E0E8D49993D3F0C3C75",
"description": "",
"display_name": "ProfileLink_RecID"
},
{
"name": "ProfileLink",
"type": "string",
"value": "E07CFB09AB324E0E8D49993D3F0C3C75",
"description": "",
"display_name": "ProfileLink"
},
{
"name": "Resolution",
"type": "string",
"value": "Resolved with user",
"description": "",
"display_name": "Resolution"
},
{
"name": "Service_Valid",
"type": "string",
"value": "1D2C6534C7F247B3A81DF7C205F48DCA",
"description": "",
"display_name": "Service_Valid"
},
{
"name": "Service",
"type": "string",
"value": "Facilities Management",
"description": "",
"display_name": "Service"
},
{
"name": "SLA",
"type": "string",
"value": "",
"description": "",
"display_name": "SLA"
},
{
"name": "SLALink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "SLALink_Category"
},
{
"name": "SLALink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "SLALink_RecID"
},
{
"name": "SLALink",
"type": "string",
"value": "",
"description": "",
"display_name": "SLALink"
},
{
"name": "Source_Valid",
"type": "string",
"value": "FF0467C231124B2FA2DB2156632C8A92",
"description": "",
"display_name": "Source_Valid"
},
{
"name": "Source",
"type": "string",
"value": "Email",
"description": "",
"display_name": "Source"
},
{
"name": "Status_Valid",
"type": "string",
"value": "2905321A3B12477A82E94E289F47786B",
"description": "",
"display_name": "Status_Valid"
},
{
"name": "Status",
"type": "string",
"value": "Closed",
"description": "",
"display_name": "Status"
},
{
"name": "Subject",
"type": "string",
"value": "Remote control for projector in Boardroom is are missing ",
"description": "",
"display_name": "Subject"
},
{
"name": "Symptom",
"type": "string",
"value": "This is an issue as it is roof mounted and cannot be switched on/off without the remote",
"description": "",
"display_name": "Symptom"
},
{
"name": "Urgency_Valid",
"type": "string",
"value": "44021B6CC6E44E598868C4B3306053AE",
"description": "",
"display_name": "Urgency_Valid"
},
{
"name": "Urgency",
"type": "string",
"value": "Medium",
"description": "",
"display_name": "Urgency"
},
{
"name": "LoginId",
"type": "string",
"value": "KDavidson",
"description": "",
"display_name": "LoginId"
},
{
"name": "Owner_Valid",
"type": "string",
"value": "5918944FE08C4F088C5E02E27DB7C6E3",
"description": "",
"display_name": "Owner_Valid"
},
{
"name": "Owner",
"type": "string",
"value": "Jacob.Clerk",
"description": "",
"display_name": "Owner"
},
{
"name": "OwnerTeam_Valid",
"type": "string",
"value": "2E4BABD54FB9420D94F836F0D9B80C47",
"description": "",
"display_name": "OwnerTeam_Valid"
},
{
"name": "OwnerTeam",
"type": "string",
"value": "Service Desk",
"description": "",
"display_name": "OwnerTeam"
},
{
"name": "OwnerType",
"type": "string",
"value": "Profile.Employee",
"description": "",
"display_name": "OwnerType"
},
{
"name": "IsNewRecord",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsNewRecord"
},
{
"name": "AlternateContactLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactLink_Category"
},
{
"name": "AlternateContactLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactLink_RecID"
},
{
"name": "AlternateContactLink",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactLink"
},
{
"name": "ResolvedDateTime",
"type": "string",
"value": "2023-12-13T07:42:48Z",
"description": "",
"display_name": "ResolvedDateTime"
},
{
"name": "ResolvedBy",
"type": "string",
"value": "JClerk",
"description": "",
"display_name": "ResolvedBy"
},
{
"name": "HoursOfOperation_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "HoursOfOperation_Valid"
},
{
"name": "HoursOfOperation",
"type": "string",
"value": "Weekly HOP",
"description": "",
"display_name": "HoursOfOperation"
},
{
"name": "OwnerEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "OwnerEmail"
},
{
"name": "OwnerTeamEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "OwnerTeamEmail"
},
{
"name": "OwnershipAssignmentEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "OwnershipAssignmentEmail"
},
{
"name": "CustomerLocation_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "CustomerLocation_Valid"
},
{
"name": "CustomerLocation",
"type": "string",
"value": "Western Europe",
"description": "",
"display_name": "CustomerLocation"
},
{
"name": "IsReportedByAlternateContact",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsReportedByAlternateContact"
},
{
"name": "ResolutionEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "ResolutionEscLink_Category"
},
{
"name": "ResolutionEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ResolutionEscLink_RecID"
},
{
"name": "ResolutionEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ResolutionEscLink"
},
{
"name": "ResponseEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "ResponseEscLink_Category"
},
{
"name": "ResponseEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ResponseEscLink_RecID"
},
{
"name": "ResponseEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ResponseEscLink"
},
{
"name": "WaitingEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "WaitingEscLink_Category"
},
{
"name": "WaitingEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "WaitingEscLink_RecID"
},
{
"name": "WaitingEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "WaitingEscLink"
},
{
"name": "ClosingEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "ClosingEscLink_Category"
},
{
"name": "ClosingEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ClosingEscLink_RecID"
},
{
"name": "ClosingEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ClosingEscLink"
},
{
"name": "AlternateContactEmail",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactEmail"
},
{
"name": "OrganizationUnitID",
"type": "string",
"value": "",
"description": "",
"display_name": "OrganizationUnitID"
},
{
"name": "ReportingOrgUnitID_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "ReportingOrgUnitID_Valid"
},
{
"name": "ReportingOrgUnitID",
"type": "string",
"value": "",
"description": "",
"display_name": "ReportingOrgUnitID"
},
{
"name": "TypeOfIncident",
"type": "string",
"value": "Failure",
"description": "",
"display_name": "TypeOfIncident"
},
{
"name": "AlternateContactPhone",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactPhone"
},
{
"name": "TeamManagerEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "TeamManagerEmail"
},
{
"name": "ProblemLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "ProblemLink_Category"
},
{
"name": "ProblemLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ProblemLink_RecID"
},
{
"name": "ProblemLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ProblemLink"
},
{
"name": "CustomerDepartment",
"type": "string",
"value": "Accounting",
"description": "",
"display_name": "CustomerDepartment"
},
{
"name": "ActualService_Valid",
"type": "string",
"value": "1D2C6534C7F247B3A81DF7C205F48DCA",
"description": "",
"display_name": "ActualService_Valid"
},
{
"name": "ActualService",
"type": "string",
"value": "Facilities Management",
"description": "",
"display_name": "ActualService"
},
{
"name": "CostPerMinute_Currency",
"type": "string",
"value": "USD",
"description": "",
"display_name": "CostPerMinute_Currency"
},
{
"name": "CostPerMinute_CurrencyValid",
"type": "string",
"value": "",
"description": "",
"display_name": "CostPerMinute_CurrencyValid"
},
{
"name": "CostPerMinute",
"type": "string",
"value": "0.4000",
"description": "",
"display_name": "CostPerMinute"
},
{
"name": "IsInFinalState",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsInFinalState"
},
{
"name": "IsReclassifiedForResolution",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsReclassifiedForResolution"
},
{
"name": "KnowledgeLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "KnowledgeLink_Category"
},
{
"name": "KnowledgeLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "KnowledgeLink_RecID"
},
{
"name": "KnowledgeLink",
"type": "string",
"value": "",
"description": "",
"display_name": "KnowledgeLink"
},
{
"name": "PreviousState",
"type": "string",
"value": "",
"description": "",
"display_name": "PreviousState"
},
{
"name": "ResolvedByIncidentNumber",
"type": "string",
"value": "",
"description": "",
"display_name": "ResolvedByIncidentNumber"
},
{
"name": "TotalTimeSpent",
"type": "number",
"value": 170,
"description": "",
"display_name": "TotalTimeSpent"
},
{
"name": "RespondedBy",
"type": "string",
"value": "",
"description": "",
"display_name": "RespondedBy"
},
{
"name": "RespondedDateTime",
"type": "string",
"value": "",
"description": "",
"display_name": "RespondedDateTime"
},
{
"name": "OrgUnitLink_Category",
"type": "string",
"value": "OrganizationalUnit",
"description": "",
"display_name": "OrgUnitLink_Category"
},
{
"name": "OrgUnitLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "OrgUnitLink_RecID"
},
{
"name": "OrgUnitLink",
"type": "string",
"value": "",
"description": "",
"display_name": "OrgUnitLink"
},
{
"name": "OwningOrgUnitId_Valid",
"type": "string",
"value": "FA9C9DD75EF9455CBC892F65691A1E7F",
"description": "",
"display_name": "OwningOrgUnitId_Valid"
},
{
"name": "OwningOrgUnitId",
"type": "string",
"value": "Corporate IT Operations",
"description": "",
"display_name": "OwningOrgUnitId"
},
{
"name": "ProgressBarPosition",
"type": "string",
"value": "5",
"description": "",
"display_name": "ProgressBarPosition"
},
{
"name": "ResolvedByType",
"type": "string",
"value": "Agent",
"description": "",
"display_name": "ResolvedByType"
},
{
"name": "ReportedBy",
"type": "string",
"value": "",
"description": "",
"display_name": "ReportedBy"
},
{
"name": "NewNotes",
"type": "string",
"value": "",
"description": "",
"display_name": "NewNotes"
},
{
"name": "CreatedByType",
"type": "string",
"value": "Web Client",
"description": "",
"display_name": "CreatedByType"