New Capability: Service Desk Integrations - Now Available in SaaS!

[dinesh_mishra]

Description

We’re excited to announce the release of all the Service Desk SaaS Integrations in Identity Security Cloud that provides seamless and secure SaaS - SaaS connectivity for Service Desk Integrations.

We’re excited to announce the release of all the Service Desk SaaS Integrations in Identity Security Cloud!

The following service desk integrations are now available as a SaaS - SaaS connectivity,

• Atlassian Cloud Jira Service Management
  • Atlassian Cloud Jira Service Management is a software platform that supports IT service management and automates common business processes for requesting and fulfilling service requests across a business enterprise.
• BMC Helix ITSM Service Desk
  • SailPoint’s BMC Helix ITSM Service Desk connector integrates with BMC Helix ITSM for service to bring the BMC Helix ITSM experience to SailPoint’s platform where the users can raise and track service desk tickets to their logical closure from the platform itself.
• BMC Helix Remedyforce Service Desk
  • SailPoint’s BMC Helix Remedyforce Service Desk connector integrates with BMC Helix Remedyforce for service to bring the BMC Helix Remedyforce experience to SailPoint’s platform where the users can raise and track service desk tickets to their logical closure from the platform itself.
• Generic Service Desk
  • SailPoint’s Generic Service Desk Integration Module(SDIM) enables customers to integrate easily with any Help Desk Solution.
• Ivanti Cherwell Service Desk
  • SailPoint Ivanti Cherwell Service Desk connector integrates with Ivanti Cherwell Management System to bring the Ivanti Cherwell experience to SailPoint platform where users can raise and track service desk tickets (Incident and Service Request) to their logical closure from the platform itself. For example, creating account, removing / deleting access and other operations using REST APIs. The seamless integration of SailPoint with Ivanti Cherwell Management System eliminates the need to build and maintain a custom integration and reduces time-to-deployment.
• ServiceNow Service Desk
  • ServiceNow is a software platform that supports IT service management and automates common business processes for requesting and fulfilling service requests across a business enterprise. ServiceNow Service Desk Integration Module (SDIM) converts Identity Security Cloud provisioning actions into tickets (Service Requests or Incidents) in the ServiceNow managed system.
• Zendesk Service Desk
  • SailPoint’s Zendesk Service Desk connector integrates with Zendesk for service to bring the Zendesk experience to SailPoint’s platform where the users can raise and track service desk tickets (Incident) to their logical closure from the platform itself.

New “SaaS” Connection Type:

The service desk functionality provides an easy way to:

• See a list of integrations
• View summaries of the integrations
• Create new integrations
• Edit/Update existing integrations
• Delete integrations

High-Level Capabilities

• Atlassian Cloud Jira Service Management
  • Creation of tickets for manual provisioning operations and status checks.
  • Synchronization of ticket status between SailPoint’s Atlassian Cloud Jira Service Desk Integration Module and the Atlassian Cloud Jira Service Management system.
  • Retry Mechanism for Check Ticket status failure.
• BMC Helix ITSM Service Desk
  • Creation of tickets for manual provisioning operations and status check.
  • Synchronization of ticket status between the SailPoint’s BMC Helix ITSM Service Desk Integration Module (SDIM) and the BMC Helix ITSM Service Desk system.
  • The supported operations are:
    • List
    • View
    • Create
    • Edit/ Update
    • Delete
  • Digital Workplace(DWP) Service Requests when using BMC Helix ITSM Version 21.3 or later.
• BMC Helix Remedyforce Service Desk
  • Creation of tickets for manual provisioning operations and status check.
  • Synchronization of ticket status between SailPoint’s BMC Helix Remedyforce Service Desk Integration Module (SDIM) and the BMC Helix Remedyforce Service Desk system.
  • The supported operations are:
    • List
    • View
    • Create
    • Edit/ Update
    • Delete
  • Retry Mechanism for check ticket status failure.
• Generic Service Desk
  • Creation of tickets for manual provisioning operations.
  • Check status of tickets.
  • Synchronization of ticket status between the Generic Service Desk Integration Module (SDIM) and ITSM ticketing system.
  • Retry Mechanism for check ticket status failure.
• Ivanti Cherwell Service Desk
  • Creating tickets for manual provisioning operations.
  • Checking status of the tickets.
  • Synchronizing ticket status between SailPoint’s Ivanti Cherwell Service Desk Integration Module and the Cherwell Service Management system.
  • Retry Mechanism for Create Ticket request failure.
• ServiceNow Service Desk
  • Creation of tickets for manual provisioning operations and status check.
  • Synchronization of ticket status between the Service Desk Integration Module (SDIM) and the Service Desk managed system.
  • Retry Mechanism for check ticket status failure.
  • The supported operations for Service Desk Integration Module:
    • List
    • View
    • Create
    • Edit/ Update
    • Delete
• Zendesk Service Desk
  • Create tickets for manual provisioning operations and status check.

    • NOTE: Zendesk is used when you do not want SailPoint tasks or automated provisioning.

  • Ticket status is synchronized between the SailPoint and Zendesk. If ticket status check fails, it will automatically retry.

Release Details

• Identity Security Cloud - Now Available.

Documentation References

• Atlassian Cloud Jira Service Management
• BMC Helix ITSM Service Desk
• BMC Helix Remedyforce Service Desk
• Generic Service Desk
• Ivanti Cherwell Service Desk
• ServiceNow Service Desk
• Zendesk Service Desk

To ask questions and learn more please visit the Developer Community.