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4

Integrate the approval workflow with an external ITSM service desk system

by: Hugo H. | over a year ago | Integrations
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BE able to integrate with an ITSM service desk system through REST API when an approval of a checkout request is made. This request to this service desk system would update the ticket opened previously.

by: Hugo H. | over a year ago | Integrations

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  • YES! this is exactly what we want to do with PAM. It currently is not in scope for the 1H CY '18 release of PAM. Here is what I am thinking about from a requirements point of view. Your feedback would be appreciated. This IS not set in stone. However the process would work something like this

    Step 1 - User makes request in ITSM System (i.e. ServiceNow)
    Step 2 – Workflow for notification and approvals controlled by ITSM solution
    Step 3 – Workflow gets approved within ITSM system
    Step 4 – ITSM solution makes call to PAM (assume API) that
    4.1 – Creates a new request in our workflow - just the same as if someone goes to it today
    4.2 – Populates our request form with information from the ITSM system - this gets passed from the ITSM solution and in the description the ITSM record is recorded along with the approval information, details, etc.
    4.3 – The ITSM system tells us that it is approved so that we do not send out approval we treat as if approved. This is effectively flipping our internal Approval flag via the API
    4.4 – The user would then have access to the credential the same way they would if they went through the PAM workflow.
    4.5 - After the user checks the account back in, then PAM would notify the ITSM solution to update its record
    4.6 - The ITSM solution would then follow whatever resolution workflow may exist within it for ticket closure

    by: Michael Mychalczuk | over a year ago
    official response

  • I would consider another scenario as well that the process starts on PAM which creates a ticket on ITSM system through ITSM REST API, then after it is approved on PAM, the ticket is updated on ITSM system as well. When the use of password is finished, PAM closes the ticket.

    by: Hugo H. | over a year ago

  • Do you have any update if this will be made available in the product? We are looking for similar integration, but using a different ITSM tool.

    by: Michael M. | over a year ago

  • Any uppdate regarding the integration possibility with some of the ITSM tool.

    by: Matjaž P. | over a year ago