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Ivanti

The Ivanti Open Tickets provider uses the Ivanti server to open incidents about your monitoring alerts.

Features information​

Open ticketClose ticket (from Centreon to Ivanti)Handle custom fields
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Prerequisites​

Network flow​

SourceDestinationProtocol/Port
Centreon central serverIvantiTCP/443 (https) or TCP/80 (http)

Account​

You need the following information:

  • REST API key

The aforementioned account must at least be able to open a ticket using the /HEAT/api/odata/businessobject API through the /incidents endpoint.

The connector will also try to access the following API endpoints depending on the configuration of your open ticket rule:

  • /Categorys
  • /Employees
  • /standarduserteams

Some test commands that you can run from your Centreon central server are available in the Test commands section.

Retrieved data​

This open ticket connector can retrieve the following information from your Ivanti server:

  • Categories
  • Users
  • Teams

If you need more information regarding retrieved data from an open ticket connector, please read the retrieved data chapter from the Open Ticket global documentation.

Additional data​

This open ticket connector can also send the following information when opening a ticket:

  • Urgency
  • Impact
  • Service
  • Source
  • Profile Link
  • Alternate Contact Link

Those information are not retrieved from Ivanti. They are configured in your open ticket rule as custom lists.

Ivanti Custom fields​

With the Ivanti connector, you can send fields that are not handled by the connector by default. Values for fields need to be configured in your Open Ticket rule. This requires specific actions and syntax. This chapter is going to guide you through this configuration.

Add a custom field in the provider configuration​

  • Add a new Mapping ticket arguments with the + Add a new entry button.

    • In the Argument field, select Ivanti Custom Field.
    • In the Value field, enter {$select._cf_<your_field_name>.value} where <your_field_name> must be replaced with the name of your custom field in Ivanti. For example, a city custom field could become {$select._cf_city.value}.

  • Add a new List for your custom field with the +Add a new entry button.

    • In the Id field you must keep the same syntax than before. So for a _cf_city custom field, the Id will be _cf_city.
    • In the Label field, enter a meaningful label.
    • In the Type field, select Custom.
    • The Filters, Mandatory and Sort parameters are optionals.

  • Add a new Custom list definitions for your custom field with the +Add a new entry button. This is where you set up the possible values for your fields.

    • In the Id field you must keep the same syntax than before. So for a _cf_city custom field, the Id will be _cf_city.
    • In the Value field, you usually put the value that will be sent to Ivanti. For a city field it can be its Zip Code for example.
    • In the Label field, put a value that is meaningful for your users (or more human-readable). Therefore, in our example, it is going to be name of the city.
    • The Default parameter is optional.

Test commands​

The curl commands listed below must be run from your central server. You need to replace all elements between <> for example <ivanti_address> may be replaced with my_ivanti.local.

If you are using the user/password authentication, replace the --header 'Authorization: Bearer <token>' part by -u '<user>:<password>'.

Open a ticket​

curl -X POST 'https://<ivanti_address>/HEAT/api/odata/businessobject/incidents' \
--header 'Content-Type: application/json' \
--header 'Authorization: rest_api_key=<REST_API_KEY>' \
--data '{"Symptom":"can not find my homework","Subject":"My dog ate my homework","Status":"Logged"}'

Close a ticket​

curl -X PATCH 'https://<ivanti_address>/HEAT/api/odata/businessobject/incidents(<ticket_id>)' \
--header 'Content-Type: application/json' \
--header 'Authorization: rest_api_key=<REST_API_KEY>' \
--data '{"Status":"Closed"}'

Get Ivanti categories​

curl -X GET 'https://<ivanti_address>/HEAT/api/odata/businessobject/Categorys' \
--header 'Content-Type: application/json' \
--header 'Authorization: rest_api_key=<REST_API_KEY>'

Get Ivanti users​

curl -X GET 'https://<ivanti_address>/HEAT/api/odata/businessobject/Employees' \
--header 'Content-Type: application/json' \
--header 'Authorization: rest_api_key=<REST_API_KEY>'

Get Ivanti teams​

curl -X GET 'https://<ivanti_address>/HEAT/api/odata/businessobject/standarduserteams' \
--header 'Content-Type: application/json' \
--header 'Authorization: rest_api_key=<REST_API_KEY>'