Ivanti ITSM Ticketing Provider Configuration Guide

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This guide provides step-by-step instructions for configuring the Ivanti ITSM (IT Service Management) ticketing system integration with our platform. By following these instructions, you'll be able to successfully set up and connect your Ivanti ITSM environment to enable seamless ticket management and synchronization.

Overview

Ivanti ITSM uses a REST API Key for authentication. This key is static and does not expire, unlike session IDs, providing a reliable authentication method for API integrations.

Prerequisites

Before beginning the configuration process, ensure that:

• You have administrative access to your Ivanti ITSM instance
• Your user account has the necessary permissions to generate API keys
• Your Ivanti instance is accessible via HTTPS

Authentication Steps

1. Log in to Ivanti ITSM

1. Navigate to your Ivanti ITSM instance
2. Log in with an account that has administrative privileges

2. Generate a REST API Key

The REST API Key (also called Reference ID) is used to authenticate API requests to your Ivanti ITSM instance.

1. In your Ivanti ITSM console, navigate to Configure
2. Select Security Controls
3. Click on API Keys
4. Click the Add API Key button
5. Provide a descriptive name for the API key (e.g., "Synqly Integration")
6. Select or create an appropriate Key Group (e.g., "REST API Key Group")
7. Assign the key to a user with appropriate permissions (Administrator role recommended)
8. Click Save or Create
9. Copy the generated API key immediately and store it in a secure location

Important: The REST API Key is displayed only once when generated. Make sure to copy and store it securely. If you lose the key, you will need to generate a new one.

3. Retrieve Your Ivanti Instance URL

Your Ivanti ITSM API endpoint will typically be in this format:

https://your-instance.ivanticloud.com

Replace your-instance with your actual Ivanti instance name or domain.

Note: Use only the base URL without any path components (e.g., /api or /rest should not be included).

Configure the Integration

Create your integration by supplying the following values:

Verification

After configuring the integration, we recommend testing the connection:

1. The system will automatically verify the connection by querying the incidents endpoint
2. If the connection is successful, you should be able to view existing tickets
3. Create a test ticket to ensure proper functionality and permissions

Troubleshooting

If you encounter any issues:

Connection Errors

• Verify URL format: Ensure your instance URL is correct and uses HTTPS
• Check base URL: Make sure you're using only the base URL without path components
• Network access: Confirm your Ivanti instance is accessible from the integration platform

Authentication Errors

• Verify API key: Ensure the API key was copied correctly without extra spaces or characters
• Key validity: Confirm the API key hasn't been revoked or deleted in Ivanti ITSM
• Regenerate if needed: If you suspect the key is invalid, generate a new REST API Key

Permission Errors

• API access: Verify that REST API access is enabled for your tenant
• User permissions: Ensure the user account associated with the API key has appropriate permissions for:
  • Reading incidents (tickets)
  • Creating incidents
  • Updating incidents
  • Adding attachments
  • Adding notes/journal entries

Common Issues

Issue: "Invalid API Key" error

• Solution: Regenerate the REST API Key and update the integration configuration

Issue: "Unable to connect to Ivanti instance"

• Solution: Verify your instance URL and ensure it's accessible. Check for any firewall or network restrictions

Issue: Tickets not syncing properly

• Solution: Check that the API key's associated user has the correct permissions in Ivanti ITSM

API Capabilities

Once configured, the integration supports the following operations:

Ticket Operations

• Query Tickets: Retrieve and filter incidents from Ivanti ITSM with support for filtering and pagination
• Get Ticket: Retrieve a specific ticket by ID
• Create Ticket: Create new incidents with customizable fields
  • Required: At least ONE of the following fields to identify the requester:
    • Email - Email address of the employee or customer
    • DisplayName - Full name of the employee or customer
    • ProfileLink_RecID - Direct RecID reference to an employee or customer record in Ivanti ITSM
• Patch Ticket: Update/modify existing incident details

Attachment Operations

• Create Attachment: Upload files to incidents
• List Attachments Metadata: Retrieve metadata for all attachments on a ticket
• Download Attachment: Retrieve/download files attached to incidents
• Delete Attachment: Remove attachments from incidents

Note Operations

• Create Note: Post journal entries/notes to incidents
• List Notes: Retrieve all notes for a specific ticket
• Patch Note: Update/modify existing notes
• Delete Note: Remove notes from incidents

Supported Fields

The integration supports filtering and mapping the following ticket fields:

Additional Resources

For more information about the Ivanti ITSM API:

• Ivanti APIs Documentation - Comprehensive guide on REST APIs, authentication, and usage examples
• Ivanti ITSM Web API - API integration guide and API key management
• Contact Ivanti support for API documentation specific to your version

Security Best Practices

• Secure storage: Store your REST API Key in a secure credential manager
• Access control: Limit API key usage to only required services
• Regular rotation: Consider regenerating API keys periodically as part of security hygiene
• Monitoring: Monitor API usage and audit logs in Ivanti ITSM
• Principle of least privilege: Ensure the API key's associated user has only the minimum required permissions