Ticketing Configuration
5 article
Overview of Ticket Creation
Last Updated: November 6, 2023To ensure pending access changes are acted upon, SecurEnds integrates with Ticketing Systems to automatically submit changes to appropriate employees. If your organization does not use one of our supported ticketing system integrations, we easily integrate Email Configurations to send emails to any specific host or user(s) using our email server settings. In this section Ticketing System Configuration you will find instructions on setting up: Global Configuration A global configuration option exists within SecurEnds to default assignees for tickets. This option is present within the tool under Applications > Actions > Update then scroll down to Ticketing System Configuration. Upon selecting Yes for ticketing system, you can select your ticketing system and have the option to select a specific assignee to receive the tickets. This is true for all ticketing systems and email (email will present you with a box to have a specific person’s email receive notifications). Upon selecting Global Configuration the assignee box (in red) will disappear. This will send tickets to default assignee assigned within the original configuration settings within SecurEnds Administration > Configuration > Ticketing System for Access Review.
Email Configuration
Last Updated: September 30, 2021Instructions below will walk you through email notification setup within SecurEnds. Navigate to Configuration under Administration on the left-hand side menu. Configuration window will appear. Select Set Up for Email. By default, the SecurEnds tool utilizes a SecurEnds mail server and email attributes that come preconfigured within an instance, this includes an account and additional details. Customers are able to utilize this configuration page to route mail via alternative methods. Once done configuring these fields, Click Save.
Jira Ticketing Configuration
Last Updated: October 31, 2023Instructions below will walk you through Jira ticketing system integration within SecurEnds. Navigate to Configuration under Administration on the left-hand side menu. Configuration window will appear. Select Set Up Ticketing System for Access Reviews. Select Jira and fill in the desired tables and Save.
Service Now Ticketing Configuration
Last Updated: September 30, 2021Instructions below will walk you through ServiceNow ticketing system integration within SecurEnds. Minimum Requirement: Have a user created with username and password and ‘itil’ permission selected. Step 1: Navigate to Configuration Navigate to Configuration under Administration on the left-hand side menu. Configuration window will appear. Select Set Up Ticketing System for Access Reviews. Select a ServiceNow setup option: ServiceNow – Incident ServiceNow – Request ServiceNow – API Step 2: Configuration Setup Depending on the ServiceNow setup option selected, there will be different configuration fields. Notice: Each setup option will require a service account. Be sure to include ‘itil’ permissions on created service account to allow .CSV reports to be attached to the created ticket. ServiceNow – Incident Input ServiceNow URL, username, and password at a minimum. All other fields are optional. Please notify SecurEnds team which optional fields are not used. ServiceNow – Request All fields are required. For catalog.item.sysId, you will have to create a catalog item (if not done so already) to get the value. ServiceNow – Scripted API Input ServiceNow fields with an * at a minimum. Create an APIs to update the configuration fields.
TrackIT Ticketing Configuration
Last Updated: September 30, 2021Instructions below will walk you through TrackIT ticketing system integration within SecurEnds. Navigate to Configuration under Administration on the left-hand side menu. Configuration window will appear. Select Set Up Ticketing System for Access Reviews. Select TrackIT and fill in the desired tables.
