This document explains how to configure the Ivanti v1.1.0 plugin with the Ticket Orchestrator module of the Netskope Cloud Exchange platform. This plugin is used to create, update, sync incidents/tickets on the Ivanti Platform.
Prerequisites
To complete this configuration, you need:
- A Netskope tenant (or multiple, for example, production and development/test instances).
- A Netskope Cloud Exchange tenant with the the Tenant plugin and Ticket Orchestrator plugin already configured.
- Connectivity to Ivanti platform (https://<ivanti URL>)
Ivanti Plugin Support
| Description | Supported Types |
|---|---|
| Alerts for Tickets/Incidents | Anomaly, Compromised Credentials, policy, Legal Hold, malsite, Malware, DLP, Security Assessment, watchlist, quarantine, Remediation, UBA, CTEP |
Mappings
Queue Mappings
| Target Fields (Ivanti API Fields) | Ivanti Fields (Ivanti Platform) |
|---|---|
| subject | Summary |
| symptom | Description |
| status | Status |
| newnotes | Activity History |
Status Mappings
| Cloud Exchange Status | Ivanti Status |
|---|---|
| New | Logged |
| In Progress | Active |
| On Hold | Waiting for Customer |
| On Hold | Waiting for Resolution |
| On Hold | Waiting for 3rd Party |
| Other | Resolved |
| Closed | Closed |
| Other | Cancelled |
Permissions
These permissions are needed for the plugin:
| Object Name | Permission |
|---|---|
| Attachment | Add, View, Edit, Delete |
| CI | Add, View, Edit, Delete |
| CI.CloudServiceAsset | Add, View, Edit, Delete |
| CI.Computer | View, Edit |
| CI.Service | Add, View, Edit, Delete |
| Category | Add, View, Edit, Delete |
| CurrencyCode | Add, View, Edit, Delete |
| Employee | Add, View, Edit, Delete |
| FRS_MyItem | Add, View, Edit, Delete |
| FRS_MyItemParentObjType | Add, View, Edit, Delete |
| FRS_MyItemStatus | Add, View, Edit, Delete |
| Frs_CompositeContract_Email | Add, View, Edit, Delete |
| Frs_data_escalation_watch | Add, View, Edit, Delete |
| Frs_def_hours_of_operation | Add, View, Edit, Delete |
| Impact | Add, View, Edit, Delete |
| ImpactHRAnouncment | Add, View, Edit, Delete |
| Incident | Add, View, Edit, Delete |
| IncidentBreachReasonCo | Add, View, Edit, Delete |
| IncidentBreachResponsibility | Add, View, Edit, Delete |
| IncidentCauseCode | Add, View, Edit, Delete |
| IncidentDetails | Add, View, Edit, Delete |
| IncidentDetailAccountLo | Add, View, Edit, Delete |
| IncidentDetail.Employee | Add, View, Edit, Delete |
| IncidentDetail.WebsiteFai | Add, View, Edit, Delete |
| IncidentDetail.ActionNeeded | Add, View, Edit, Delete |
| IncidentPriority | Add, View, Edit, Delete |
| IncidentSource | Add, View, Edit, Delete |
| IncidentStatus | Add, View, Edit, Delete |
| IncidentType | Add, View, Edit, Delete |
| Journal | Add, View, Edit, Delete |
| Journal.Email | Add, View, Edit, Delete |
| JournalEmailCategory | Add, View, Edit, Delete |
| JournalNoteCategory | Add, View, Edit, Delete |
| JournalNoteSource | Add, View, Edit, Delete |
| JournalType | Add, View, Edit, Delete |
| Location | Add, View, Edit, Delete |
| OrganizationUnit | Add, View, Edit, Delete |
| Profile | Add, View, Edit, Delete |
| Profile.BusinessUnit | Add, View, Edit, Delete |
| ProfileEmployeeStatus | Add, View, Edit, Delete |
| ServiceAggrement | Add, View, Edit, Delete |
| StandarduserTeam | Add, View, Edit, Delete |
| task | Add, View, Edit, Delete |
| Urgency | Add, View, Edit, Delete |
Note
The permission mentioned here is for the default mapping, the permission for business objects may vary if the fields were changed or custom fields are added.
API Details
List of APIs used
| Use Case | Method | Endpoint |
|---|---|---|
| Get auth token | POST | api/rest/authentication/login |
| Get fields for mapping | GET | /api/odata/incidents/$metadata |
| Create incidents on Ivanti | POST | /api/odata/businessobject/incidents |
| Update incidents | PATCH | /api/odata/businessobject/incidents(<Incident Record ID’) |
| Sync State | GET | /api/odata/businessobject/incidents |
Get Auth token
API Endpoint: api/rest/authentication/login
Method: POST
Headers
| Key | Value |
|---|---|
| User-Agent | netskope-ce-6.0.0-cto-ivanti-v1.1.0 |
| Accept | application/json |
| Content-Type | application/json |
Parameters
| Key | Value |
|---|---|
| tenant | Tenant domain, netskope.try.com |
| username | <Username> |
| password | <Password> |
| role | <Internal Role> |
Sample API Response
"netskope-try.trysaasit.com#2RGH742EKKELQ7LA1BDQUGBUTOEAG9G1#2"
Validate Employee Record ID
API Endpoint: /api/odata/businessobject/employees(‘Employee Record ID’)
Method: GET
Headers
| Key | Value |
|---|---|
| User-Agent | netskope-ce-6.0.0-cto-ivanti-v1.1.0 |
| Accept | application/json |
| Content-Type | application/json |
Sample API Response
{
"@odata.context": "https://netskope-try.trysaasit.com/api/odata/$metadata#employees/$entity",
"InitialNotReadyReasonValue_Valid": null,
"InitialNotReadyReasonValue": null,
"Address1": null,
"Address1City": null,
"Address1Country": null,
"Address1State": null,
"Address1Zip": null,
"Birthdate": null,
"BusinessUnit": null,
"BusinessUnitID": null,
"ContactId": "e9c4fd8f-6fe1-ee11-b717-000d3a19b96f",
"CostCentre": null,
"CreatedBy": "Admin",
"CreatedDateTime": "2024-03-13T19:26:17.76Z",
"CreationMethod_Valid": null,
"CreationMethod": null,
"Department_Valid": null,
"Department": null,
"DepartmentCode": null,
"Department_Sync": null,
"Disabled": false,
"DisplayName": "Gary Jenkins",
"EmployeeInformation": null,
"EmployeeLocation_Valid": null,
"EmployeeLocation": null,
"EmployeePhoto": "",
"EmployeePhotoName": null,
"EmployeePhotoRevision": 10,
"EnableIPCMIntegration": false,
"FirstName": "Gary",
"Floor": null,
"HiredDate": null,
"IPCM_AgentGroup_Valid": null,
"IPCM_AgentGroup": null,
"IPCM_Audited_Valid": "CCAF93D28E8F46BBB2BB83C8B893A9D1",
"IPCM_Audited": "Group Defined",
"IPCM_Description": null,
"IPCM_EnableIPCMUser": false,
"IPCM_InitialAgentStatus_Valid": "B095CE75D44545AFA9A4A5439FA001C7",
"IPCM_InitialAgentStatus": "Group Defined",
"IPCM_InitialNotReadyReason_Valid": "CB9517EAD27A4A81BFB6618221DED1EB",
"IPCM_InitialNotReadyReason": "Group Defined",
"IPCM_NotReadyRequired_Valid": "EEA8091CF845481FA82E79303D9AB87D",
"IPCM_NotReadyRequired": "Group Defined",
"IPCM_OverrideDN": null,
"IPCM_RecordingPct": null,
"IPCM_SearchableByName": false,
"IPCM_UILanguage_Valid": null,
"IPCM_UILanguage": null,
"IPCM_VOIPLink_Category": null,
"IPCM_VOIPLink_RecID": null,
"IPCM_VOIPLink": null,
"IPCM_VoiceAgent": false,
"IPCM_VoiceSupervisor": false,
"IPCM_WrapupSeconds": 0,
"IPCM_WrapupTimeout_Valid": "2324B2F832D541A08D7B35942120B59E",
"IPCM_WrapupTimeout": "Group Defined",
"IVRPinCode": null,
"IdentityId": "eac4fd8f-6fe1-ee11-b717-000d3a19b96f",
"InternalAuthPasswd": "",
"InternalPwdDateTime": "2024-03-13T19:26:17.76Z",
"IsAutoProvisioned": false,
"IsExternalAuth": false,
"IsInternalAuth": true,
"IsNamedUser": false,
"LastExternalLoginId": null,
"LastModBy": "Admin",
"LastModDateTime": "2024-04-08T08:36:56Z",
"LastName": "Jenkins",
"LoginID": "gjenkins@netskope.com",
"ManagerEmail": null,
"ManagerLink_Category": null,
"ManagerLink_RecID": null,
"ManagerLink": null,
"MiddleName": null,
"NetworkUserName": "gjenkins@netskope.com",
"NotificationLink_Category": null,
"NotificationLink_RecID": null,
"NotificationLink": null,
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": "978ABB09369944C1991468FC458F488E",
"OrgUnitLink": "978ABB09369944C1991468FC458F488E",
"EntityLink_Category": "OrganizationalUnit",
"EntityLink_RecID": "978ABB09369944C1991468FC458F488E",
"EntityLink": "978ABB09369944C1991468FC458F488E",
"OrganizationalUnit": "Default",
"Owner_Valid": "FB884D18F7B746A0992880F2DFFE749C",
"Owner": "Admin",
"ParentLink_Category": null,
"ParentLink_RecID": null,
"ParentLink": null,
"PasswordExpiration": true,
"PrimaryPhone": null,
"Phone1": null,
"Phone2": null,
"Prefix_Valid": null,
"Prefix": null,
"PrimaryEmail": "gjenkins@netskope.com",
"ProfileID": null,
"ReadOnly": false,
"RecId": "F7177FFB09B44D159B1ADE379A5D1BC7",
"RegionLink_Category": null,
"RegionLink_RecID": null,
"RegionLink": null,
"Room": null,
"Status_Valid": "427831F3A1234345A495A1F144C15158",
"Status": "Active",
"Suffix_Valid": null,
"Suffix": null,
"Supervisor": null,
"Team_Valid": "2E4BABD54FB9420D94F836F0D9B80C47",
"Team": "Service Desk",
"TeamEmail": "change@example.com",
"TeamManagerEmail": "change@example.com",
"TempInternalAuthPassword": "",
"TempPwdDatetime": null,
"TerminatedDate": null,
"Title_Valid": null,
"Title": null,
"Title_Sync": null,
"VIP": false,
"ReportedByLink_Category": null,
"ReportedByLink_RecID": null,
"ReportedByLink": null,
"LocationLink_Category": null,
"LocationLink_RecID": null,
"LocationLink": null,
"DefaultChargingAccount_Valid": null,
"DefaultChargingAccount": null,
"DN": null,
"Language_Valid": null,
"Language": null,
"RemoteControlUID": null,
"RemoteControlPwd": null,
"Address1Line2": null,
"NamedLicenseBundle_Valid": null,
"NamedLicenseBundle": null,
"CreationSource": null,
"LockDate": null,
"LoginAttemptCount": 0,
"CustID": null,
"SLAClass_Valid": null,
"SLAClass": null,
"LockType": "",
"Phone1Ext": null,
"Phone2Ext": null,
"WeeklyAvailability": null,
"GlobalId": null,
"LoginId_Name": null,
"ivnt_Director": null,
"ivnt_CurrencyText": null,
"ivnt_Country": null,
"ivnt_HRCaseLink_Category": null,
"ivnt_HRCaseLink_RecID": null,
"ivnt_HRCaseLink": null,
"Emp_LoginId": null,
"ivnt_WorkOrderlink_Category": null,
"ivnt_WorkOrderlink_RecID": null,
"ivnt_WorkOrderlink": null,
"ivnt_BuildingLink_Category": null,
"ivnt_BuildingLink_RecID": null,
"ivnt_BuildingLink": null,
"ivnt_CubicleLink_Category": null,
"ivnt_CubicleLink_RecID": null,
"ivnt_CubicleLink": null,
"ivnt_FloorLink_Category": null,
"ivnt_FloorLink_RecID": null,
"ivnt_FloorLink": null,
"ivnt_BuildingName": null,
"ivnt_FloorName": null,
"ivnt_CubicleNumber": null,
"ivnt_UpdateBuilding_Valid": null,
"ivnt_UpdateBuilding": null,
"ivnt_UpdateFloor_Valid": null,
"ivnt_UpdateFloor": null,
"ivnt_UpdateLocation_Valid": null,
"ivnt_UpdateLocation": null,
"BuildingName": null,
"AccessListOrgUnit": null,
"AzureAD_ID": null,
"ROLE_TO_LINK": null,
"nrn_FullName": null,
"nrn_Gender": null,
"nrn_MaritalStatus_Valid": null,
"nrn_MaritalStatus": null,
"nrn_CitizenshipStatus": null,
"nrn_MilitaryServiceStatus": null,
"nrn_ExemptionStatus": false,
"nrn_PersonalEmail": null,
"nrn_InternationalWorkPhone": null,
"nrn_InternationalMobilePhone": null,
"nrn_MailingAddress": null,
"nrn_MailingAddress2": null,
"nrn_MailingCIty": null,
"nrn_MailingProvinceState": null,
"nrn_MailingPostalCode": null,
"nrn_MailingCountry": null,
"nrn_MailingCountryCode": null,
"nrn_MaritalStatusEffectiveDate": null,
"nrn_PositionID": null,
"nrn_JobProfile": null,
"nrn_WorkerType": null,
"nrn_EffectiveDate": null,
"nrn_PayRateType": null,
"nrn_ScheduledWeeklyHours": null,
"nrn_PositionTimeType": null,
"nrn_JobExempt": null,
"nrn_FirstDateOfWork": null,
"nrn_IsAManager": false,
"nrn_ManagementLevel": null,
"nrn_Terminated": false,
"nrn_Retired": false,
"nrn_RetriementDate": null,
"nrn_EmergencyContact": null,
"nrn_WorkPhone": null,
"nrn_InternationalPhone": null,
"nrn_Address": null,
"nrn_City": null,
"nrn_State": null,
"nrn_PostalCode": null,
"nrn_HomePhone": null,
"nrn_Relationship": null,
"nrn_SecondEmergencyContact": null,
"nrn_ICE_WorkPhone": null,
"nrn_ICE_InternationalPhone": null,
"nrn_ICE_Address": null,
"nrn_ICE_City": null,
"nrn_ICE_State": null,
"nrn_ICE_PostalCode": null,
"nrn_ICE_HomePhone": null,
"nrn_ICE_Relationship": null,
"nrn_ICE2_WorkPhone": null,
"nrn_ICE2_InternationalPhone": null,
"nrn_ICE2_Address": null,
"nrn_ICE2_City": null,
"nrn_ICE2_State": null,
"nrn_ICE2_PostalCode": null,
"nrn_ICE2_HomePhone": null,
"nrn_ICE2_Relationship": null,
"CostCenterLink_RecID_Category": null,
"CostCenterLink_RecID_RecID": null,
"CostCenterLink_RecID": null,
"nrn_DailyHours": null,
"nrn_OperationalPercent": 0.00,
"nrn_AvailableHours": null,
"nrn_RemainingCapacity": null,
"nrn_NumberOfDaysRequested": null,
"nrn_TotalAllocatedHours": null,
"nrn_TaskStartDate": null,
"nrn_TaskEndDate": null,
"nrn_TaskStartDateCTime": 1712565416,
"nrn_TaskEndDateCTime": 1712565416,
"nrn_OperationalHours": null,
"extensionAttributes": null,
"extensionAttribute1": null,
"extensionAttribute2": null,
"extensionAttribute3": null,
"extensionAttribute4": null,
"extensionAttribute5": null,
"extensionAttribute6": null,
"extensionAttribute7": null,
"extensionAttribute8": null,
"extensionAttribute9": null,
"extensionAttribute10": null,
"extensionAttribute11": null,
"extensionAttribute12": null,
"extensionAttribute13": null,
"extensionAttribute14": null,
"extensionAttribute15": null,
"DexClass": null,
"DexScore": 0,
"DexScoreDate": null,
"nrn_AutoCreateTimesheet": false
}
Get Fields for Mapping
API Endpoint: /api/odata/incidents/$metadata
Method: GET
Headers
| Key | Value |
|---|---|
| User-Agent | netskope-ce-6.0.0-cto-ivanti-v1.1.0 |
| Accept | application/json |
| Content-Type | application/json |
| Authorization | <Auth token> => Basic Auth |
| rest_api_key=<API Key> => API Key Auth |
Sample API Response
<?xml version="1.0" encoding="utf-8"?>
<edmx:Edmx Version="4.0" xmlns:edmx="http://docs.oasis-open.org/odata/ns/edmx">
<edmx:DataServices>
<Schema Namespace="MetaData" xmlns="http://docs.oasis-open.org/odata/ns/edm">
<EntityType Name="incident">
<Key>
<PropertyRef Name="RecId" />
</Key>
<Property Name="ActualCategory_Valid" Type="Edm.String" MaxLength="32" Unicode="false" />
<Property Name="ActualCategory" Type="Edm.String" MaxLength="60" />
<Property Name="CreatedDateTime" Type="Edm.DateTimeOffset" />
<Property Name="Email" Type="Edm.String" MaxLength="255" />
Type="Collection(MetaData.ivnt_chat)">
<OnDelete Action="Cascade" />
</NavigationProperty>
<NavigationProperty Name="IncidentAssocIncidentNeuronIntegration" Type="Collection(MetaData.incident)">
<OnDelete Action="Cascade" />
</NavigationProperty>
<NavigationProperty Name="ivnt_SecurityIncidentAssocIncidentNeuronsIntegration" Type="Collection(MetaData.ivnt_securityincident)">
<OnDelete Action="Cascade" />
</NavigationProperty>
<NavigationProperty Name="MicrosoftTeamsUserDetailsAssocIncident" Type="Collection(MetaData.ivnt_microsoftteamsuserdetails)">
<OnDelete Action="Cascade" />
</NavigationProperty>
<NavigationProperty Name="ivnt_GRCRiskAssocIncident" Type="Collection(MetaData.ivnt_grcrisk)">
<OnDelete Action="Cascade" />
</NavigationProperty>
<NavigationProperty Name="ivnt_GRCAuditAssocIncident" Type="Collection(MetaData.ivnt_grcaudit)">
<OnDelete Action="Cascade" />
</NavigationProperty>
</EntityType>
</Schema>
</edmx:DataServices>
</edmx:Edmx>
Create Incidents on Ivanti
API Endpoint: /api/odata/businessobject/incidents
Method: POST
Headers
| Key | Value |
|---|---|
| User-Agent | netskope-ce-6.0.0-cto-ivanti-v1.1.0 |
| Accept | application/json |
| Content-Type | application/json |
| Authorization | <Auth token> => Basic Auth |
| rest_api_key=<API Key> => API Key Auth |
Parameters
| Key | Value |
|---|---|
| ProfileLink | <Employee Record ID> |
| Symptom | Incident Description |
| Subject | Incident Summary |
| Status | Logged |
Sample API Response
{
"@odata.context": "/api/odata/$metadata#incidents/$entity",
"ActualCategory_Valid": null,
"ActualCategory": null,
"Category_Valid": null,
"Category": null,
"CauseCode_Valid": null,
"CauseCode": null,
"ClosedBy": null,
"ClosedDateTime": null,
"ClosedDuration": null,
"CreatedBy": "test@gmail.com",
"CreatedDateTime": "2024-04-09T06:21:22Z",
"Email": "gjenkins@netskope.com",
"FirstCallResolution": false,
"Impact_Valid": null,
"Impact": null,
"IncidentNumber": 78986,
"IsNotification": true,
"IsVIP": false,
"IsWorkAround": false,
"LastModBy": "InternalServices",
"LastModDateTime": "2024-04-09T06:21:25Z",
"Phone": null,
"Priority_Valid": "29CD5D78E16F4D82916C3E933A600096",
"Priority": "3",
"ProfileFullName": "Gary Jenkins",
"ProfileLink_Category": "Employee",
"ProfileLink_RecID": "F7177FFB09B44D159B1ADE379A5D1BC7",
"ProfileLink": "F7177FFB09B44D159B1ADE379A5D1BC7",
"RecId": "C9DF0BC0489447FEAC558BA55AEF17B9",
"Resolution": null,
"Service_Valid": "A912E98E55844765934A787FF3586F34",
"Service": "Service Desk",
"SLA": "",
"SLALink_Category": null,
"SLALink_RecID": null,
"SLALink": null,
"Source_Valid": "EF789CE160E742F99623DBB4D29C045C",
"Source": "Phone",
"Status_Valid": "AB3D0090B6D8471FB0D2720D301A22AF",
"Status": "Logged",
"Subject": "Create Incident test",
"Symptom": "I would like to create an incident",
"Urgency_Valid": null,
"Urgency": null,
"LoginId": "gjenkins@netskope.com",
"Owner_Valid": null,
"Owner": null,
"OwnerTeam_Valid": "F2E66A400FF24786878B4ECC2B181220",
"OwnerTeam": "Security",
"OwnerType": "Employee",
"IsNewRecord": false,
"AlternateContactLink_Category": null,
"AlternateContactLink_RecID": null,
"AlternateContactLink": null,
"ResolvedDateTime": null,
"ResolvedBy": null,
"HoursOfOperation_Valid": "FF57246B2E0047D193C1AEC1011D746B",
"HoursOfOperation": "Weekly HOP",
"OwnerEmail": null,
"OwnerTeamEmail": "Security@demokit.org",
"OwnershipAssignmentEmail": "Security@demokit.org",
"CustomerLocation_Valid": null,
"CustomerLocation": null,
"IsReportedByAlternateContact": false,
"ResolutionEscLink_Category": null,
"ResolutionEscLink_RecID": null,
"ResolutionEscLink": null,
"ResponseEscLink_Category": null,
"ResponseEscLink_RecID": null,
"ResponseEscLink": null,
"WaitingEscLink_Category": "Frs_data_escalation_watch",
"WaitingEscLink_RecID": "074369560CF74DBAA119C72896C43D8D",
"WaitingEscLink": "074369560CF74DBAA119C72896C43D8D",
"ClosingEscLink_Category": null,
"ClosingEscLink_RecID": null,
"ClosingEscLink": null,
"AlternateContactEmail": null,
"OrganizationUnitID": "Default",
"ReportingOrgUnitID_Valid": "978ABB09369944C1991468FC458F488E",
"ReportingOrgUnitID": "Default",
"TypeOfIncident": "Failure",
"AlternateContactPhone": null,
"TeamManagerEmail": "DemoFM.user@ivanticlouddev.com",
"ProblemLink_Category": null,
"ProblemLink_RecID": null,
"ProblemLink": null,
"CustomerDepartment": null,
"ActualService_Valid": "A912E98E55844765934A787FF3586F34",
"ActualService": "Service Desk",
"CostPerMinute_Currency": "USD",
"CostPerMinute_CurrencyValid": null,
"CostPerMinute": "0.8000",
"IsInFinalState": false,
"IsReclassifiedForResolution": false,
"KnowledgeLink_Category": null,
"KnowledgeLink_RecID": null,
"KnowledgeLink": null,
"PreviousState": null,
"ResolvedByIncidentNumber": null,
"TotalTimeSpent": null,
"RespondedBy": null,
"RespondedDateTime": null,
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": "978ABB09369944C1991468FC458F488E",
"OrgUnitLink": "978ABB09369944C1991468FC458F488E",
"OwningOrgUnitId_Valid": "978ABB09369944C1991468FC458F488E",
"OwningOrgUnitId": "Default",
"ProgressBarPosition": "1",
"ResolvedByType": null,
"ReportedBy": null,
"NewNotes": null,
"CreatedByType": "Web Client",
"SLADisplayText": "",
"ServiceReqLink_Category": null,
"ServiceReqLink_RecID": null,
"ServiceReqLink": null,
"ReadOnly": false,
"Cost_Currency": "USD",
"Cost_CurrencyValid": null,
"Cost": "0.0000",
"IncidentDetailWorkflowTag": null,
"IncidentDetailSummary": null,
"IsApprovalNeeded": false,
"Approver_Valid": null,
"Approver": null,
"IsDSMTaskExisted": false,
"ApprovalStatus": null,
"SocialTextHeader": "Incident 78986: Create Incident test",
"Subcategory_Valid": null,
"Subcategory": null,
"helpdesk_Priority_Valid": null,
"helpdesk_Priority": null,
"ViewType": null,
"IncidentNetworkUserName": "gjenkins@netskope.com",
"SendSurveyNotification": true,
"EntityLink_Category": "OrganizationalUnit",
"EntityLink_RecID": "978ABB09369944C1991468FC458F488E",
"EntityLink": "978ABB09369944C1991468FC458F488E",
"EventCIRecId": null,
"IsMasterIncident": false,
"IsResolvedByMaster": false,
"MasterIncidentLink_Category": null,
"MasterIncidentLink_RecID": null,
"MasterIncidentLink": null,
"ServiceOwnerEmail": "admin@saasitdemo.com",
"IsRelatedIncidentUpdate": false,
"IsRelatedIncidentResolutionUpdate": false,
"IsUnRead": false,
"HRCaseLink_Category": null,
"RecomCategory": null,
"RecomSubCategory": null,
"IsRunTicketClassification": true,
"GRCRiskLink_Category": null,
"GRCRiskLink_RecID": null,
"GRCRiskLink": null,
"TestField": null,
}
Update Incidents
API Endpoint: /api/odata/businessobject/incidents(<Incident Record ID’)
Method: PATCH
Headers
| Key | Value |
|---|---|
| User-Agent | netskope-ce-6.0.0-cto-ivanti-v1.1.0 |
| Accept | application/json |
| Content-Type | application/json |
| Authorization | <Auth token> => Basic Auth |
| rest_api_key=<API Key> => API Key Auth |
Parameters
| Key | Value |
|---|---|
| NewNotes | Received a new alert with Alert ID: <Alert ID> and Alert Name: <Alert Name> in Cloud Exchange. |
Sample API Response
{
"@odata.context": "/api/odata/$metadata#incidents/$entity",
"ActualCategory_Valid": "14348C1FFA044D8AB1E93005B4A0A287",
"ActualCategory": "Missing Item",
"Category_Valid": "14348C1FFA044D8AB1E93005B4A0A287",
"Category": "Missing Item",
"CauseCode_Valid": "E2489F3F7DA34B898CCD9569CA5541F2",
"CauseCode": "Other",
"ClosedBy": "JClerk",
"ClosedDateTime": "2019-10-16T07:09:48Z",
"ClosedDuration": 37843200,
"CreatedBy": "JClerk",
"CreatedDateTime": "2019-10-10T06:42:48Z",
"Email": "KDavidson@saasitdemo.com",
"FirstCallResolution": false,
"Impact_Valid": "1AFFC174C7EA4AB79CCA6B15EB67006D",
"Impact": "Medium",
"IncidentNumber": 10244,
"IsNotification": true,
"IsVIP": false,
"IsWorkAround": false,
"LastModBy": "test@gmail.com",
"LastModDateTime": "2024-04-09T06:31:02Z",
"Phone": "+61.2.8080.3300\r\n",
"Priority_Valid": "29CD5D78E16F4D82916C3E933A600096",
"Priority": "3",
"ProfileFullName": "Karen R Davidson",
"ProfileLink_Category": "Employee",
"ProfileLink_RecID": "E07CFB09AB324E0E8D49993D3F0C3C75",
"ProfileLink": "E07CFB09AB324E0E8D49993D3F0C3C75",
"RecId": "003B58C0B4554E4BAA30DFD88876582A",
"Resolution": "Resolved with user",
"Service_Valid": "1D2C6534C7F247B3A81DF7C205F48DCA",
"Service": "Facilities Management",
"SLA": "",
"SLALink_Category": null,
"SLALink_RecID": null,
"SLALink": null,
"Source_Valid": "FF0467C231124B2FA2DB2156632C8A92",
"Source": "Email",
"Status_Valid": "2905321A3B12477A82E94E289F47786B",
"Status": "Closed",
"Subject": "Remote control for projector in Boardroom is are missing ",
"Symptom": "This is an issue as it is roof mounted and cannot be switched on/off without the remote",
"Urgency_Valid": "44021B6CC6E44E598868C4B3306053AE",
"Urgency": "Medium",
"LoginId": "KDavidson",
"Owner_Valid": "5918944FE08C4F088C5E02E27DB7C6E3",
"Owner": "Jacob.Clerk",
"OwnerTeam_Valid": "2E4BABD54FB9420D94F836F0D9B80C47",
"OwnerTeam": "Service Desk",
"OwnerType": "Profile.Employee",
"IsNewRecord": false,
"AlternateContactLink_Category": null,
"AlternateContactLink_RecID": null,
"AlternateContactLink": null,
"ResolvedDateTime": "2019-10-13T06:42:48Z",
"ResolvedBy": "JClerk",
"HoursOfOperation_Valid": null,
"HoursOfOperation": "Weekly HOP",
"OwnerEmail": "jacob.Clerk@saasitdemo.com",
"OwnerTeamEmail": "change@example.com",
"OwnershipAssignmentEmail": "change@example.com",
"CustomerLocation_Valid": null,
"CustomerLocation": "Western Europe",
"IsReportedByAlternateContact": false,
"AlternateContactEmail": null,
"OrganizationUnitID": null,
"ReportingOrgUnitID_Valid": null,
"ReportingOrgUnitID": null,
"TypeOfIncident": "Failure",
"AlternateContactPhone": null,
"TeamManagerEmail": "change@example.com",
"ProblemLink_Category": null,
"ProblemLink_RecID": null,
"ProblemLink": null,
"CustomerDepartment": "Accounting",
"ActualService_Valid": "1D2C6534C7F247B3A81DF7C205F48DCA",
"ActualService": "Facilities Management",
"CostPerMinute_Currency": "USD",
"CostPerMinute_CurrencyValid": null,
"CostPerMinute": "0.4000",
"IsInFinalState": false,
"IsReclassifiedForResolution": false,
"KnowledgeLink_Category": null,
"KnowledgeLink_RecID": null,
"KnowledgeLink": null,
"PreviousState": null,
"ResolvedByIncidentNumber": null,
"TotalTimeSpent": 170.00,
"RespondedBy": null,
"RespondedDateTime": null,
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": null,
"OrgUnitLink": null,
"OwningOrgUnitId_Valid": "FA9C9DD75EF9455CBC892F65691A1E7F",
"OwningOrgUnitId": "Corporate IT Operations",
"ProgressBarPosition": "5",
"ResolvedByType": "Agent",
"ReportedBy": null,
"NewNotes": null,
"CreatedByType": "Web Client",
"SLADisplayText": "",
"AddChatconversationtoActivityHistory": false,
"ivnt_TeamsUserDetailsLink_Category": null,
"ivnt_TeamsUserDetailsLink_RecID": null,
"ivnt_TeamsUserDetailsLink": null,
"VirimaAssetID": null,
"RecommendedCategory": null,
"RecommendedService": null,
"RecommendedSubCategory": null,
"Accuracy": null,
"IsRecommended": false,
"RecomService": null,
"RecomCategory": null,
"RecomSubCategory": null,
"IsRunTicketClassification": false,
"GRCRiskLink_Category": null,
"GRCRiskLink_RecID": null,
"GRCRiskLink": null,
"TestField": null,
"testvrunda": ""
}
Sync States
API Endpoint: /api/odata/businessobject/incidents
Method: GET
Headers
| Key | Value |
|---|---|
| User-Agent | netskope-ce-6.0.0-cto-ivanti-v1.1.0 |
| Accept | application/json |
| Content-Type | application/json |
| Authorization | <Auth token> => Basic Auth |
| rest_api_key=<API Key> => API Key Auth |
Parameters
| Key | Value |
|---|---|
| $filter | IncidentNumber eq 76947 |
Sample API Response
{
"@odata.context": "/api/odata/$metadata#incidents",
"@odata.count": 1,
"value": [
{
"ActualCategory_Valid": "E9EC7ADA85A84F82A30474C6A5425046",
"ActualCategory": "Capacity",
"Category_Valid": "E9EC7ADA85A84F82A30474C6A5425046",
"Category": "Capacity",
"CauseCode_Valid": "D8F223FA930E480883ECA4270B471631",
"CauseCode": "Configuration",
"ClosedBy": null,
"ClosedDateTime": null,
"ClosedDuration": null,
"CreatedBy": "gjenkins@netskope.com",
"CreatedDateTime": "2024-04-05T07:06:51Z",
"Email": "gjenkins@netskope.com",
"FirstCallResolution": false,
"Impact_Valid": null,
"Impact": null,
"IncidentNumber": 76947,
"IsNotification": true,
"IsVIP": false,
"IsWorkAround": false,
"LastModBy": "gjenkins@netskope.com",
"LastModDateTime": "2024-04-05T08:29:52Z",
"Phone": null,
"Priority_Valid": "29CD5D78E16F4D82916C3E933A600096",
"Priority": "3",
"ProfileFullName": "Gary Jenkins",
"ProfileLink_Category": "Employee",
"ProfileLink_RecID": "F7177FFB09B44D159B1ADE379A5D1BC7",
"ProfileLink": "F7177FFB09B44D159B1ADE379A5D1BC7",
"RecId": "1B261B1112714F16A0AC32ADD656E380",
"Resolution": "None",
"Service_Valid": "A912E98E55844765934A787FF3586F34",
"Service": "Service Desk",
"SLA": "",
"SLALink_Category": null,
"SLALink_RecID": null,
"SLALink": null,
"Source_Valid": "EF789CE160E742F99623DBB4D29C045C",
"Source": "Phone",
"Status_Valid": "D562C1C0DF4742CB8D60276059C3B828",
"Status": "Resolved",
"Subject": "Netskope CE alert: CE Log",
"Symptom": "Alert ID: 660f9f3cc7f5d74ff884d87b
App: Cloud Exchange
Alert Name: CE Log
Alert Type: Log
App Category: CE
User: ",
"Urgency_Valid": null,
"Urgency": null,
"LoginId": "gjenkins@netskope.com",
"Owner_Valid": "FB884D18F7B746A0992880F2DFFE749C",
"Owner": "Admin",
"OwnerTeam_Valid": "2E4BABD54FB9420D94F836F0D9B80C47",
"OwnerTeam": "Service Desk",
"OwnerType": "Employee",
"IsNewRecord": false,
"AlternateContactLink_Category": null,
"AlternateContactLink_RecID": null,
"AlternateContactLink": null,
"ResolvedDateTime": "2024-04-05T08:29:07Z",
"ResolvedBy": "gjenkins@netskope.com",
"HoursOfOperation_Valid": "FF57246B2E0047D193C1AEC1011D746B",
"HoursOfOperation": "Weekly HOP",
"OwnerEmail": "admin@saasitdemo.com",
"OwnerTeamEmail": "change@example.com",
"OwnershipAssignmentEmail": "change@example.com",
"CustomerLocation_Valid": null,
"CustomerLocation": null,
"IsReportedByAlternateContact": false,
"ResolutionEscLink_Category": "Frs_data_escalation_watch",
"ResolutionEscLink_RecID": "AE123197807D419CA87020B37249A1B7",
"ResolutionEscLink": "AE123197807D419CA87020B37249A1B7",
"ResponseEscLink_Category": "Frs_data_escalation_watch",
"ResponseEscLink_RecID": "78B7171E0F564057BAED0C074E4996BD",
"ResponseEscLink": "78B7171E0F564057BAED0C074E4996BD",
"WaitingEscLink_Category": "Frs_data_escalation_watch",
"WaitingEscLink_RecID": "EDFE3DABC0324A92845CAA0CD59E7060",
"WaitingEscLink": "EDFE3DABC0324A92845CAA0CD59E7060",
"ClosingEscLink_Category": "Frs_data_escalation_watch",
"ClosingEscLink_RecID": "A735155654E3423A844284B07C362FED",
"ClosingEscLink": "A735155654E3423A844284B07C362FED",
"AlternateContactEmail": null,
"OrganizationUnitID": "Default",
"ReportingOrgUnitID_Valid": "978ABB09369944C1991468FC458F488E",
"ReportingOrgUnitID": "Default",
"TypeOfIncident": "Failure",
"AlternateContactPhone": null,
"TeamManagerEmail": "change@example.com",
"ProblemLink_Category": null,
"ProblemLink_RecID": null,
"ProblemLink": null,
"CustomerDepartment": null,
"ActualService_Valid": "A912E98E55844765934A787FF3586F34",
"ActualService": "Service Desk",
"CostPerMinute_Currency": "USD",
"CostPerMinute_CurrencyValid": null,
"CostPerMinute": "0.4000",
"IsInFinalState": false,
"IsReclassifiedForResolution": false,
"KnowledgeLink_Category": null,
"KnowledgeLink_RecID": null,
"KnowledgeLink": null,
"PreviousState": null,
"ResolvedByIncidentNumber": null,
"TotalTimeSpent": 0.00,
"RespondedBy": "gjenkins@netskope.com",
"RespondedDateTime": "2024-04-05T07:09:45Z",
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": "978ABB09369944C1991468FC458F488E",
"OrgUnitLink": "978ABB09369944C1991468FC458F488E",
"OwningOrgUnitId_Valid": "4A05123D660F408997A4FEE714DAD111",
"OwningOrgUnitId": "GMI",
"ProgressBarPosition": "4",
"ResolvedByType": "Agent",
"ReportedBy": null,
"NewNotes": null,
"CreatedByType": "Web Client",
"SLADisplayText": "",
"ServiceReqLink_Category": null,
"ServiceReqLink_RecID": null,
"ServiceReqLink": null,
"ReadOnly": false,
"Cost_Currency": "USD",
"Cost_CurrencyValid": null,
"Cost": "0.0000",
"IncidentDetailWorkflowTag": null,
"IncidentDetailSummary": null,
"IsApprovalNeeded": false,
"Approver_Valid": null,
"Approver": null,
"IsDSMTaskExisted": false,
"ApprovalStatus": null,
"SocialTextHeader": "Incident 76947: Netskope CE alert: CE Log",
"Subcategory_Valid": null,
"Subcategory": null,
"helpdesk_Priority_Valid": null,
"helpdesk_Priority": null,
"ViewType": null,
"IncidentNetworkUserName": "gjenkins@netskope.com",
"SendSurveyNotification": true,
"EntityLink_Category": "OrganizationalUnit",
"EntityLink_RecID": "978ABB09369944C1991468FC458F488E",
"EntityLink": "978ABB09369944C1991468FC458F488E",
"EventCIRecId": null,
"IsMasterIncident": false,
"IsResolvedByMaster": false,
"MasterIncidentLink_Category": null,
"MasterIncidentLink_RecID": null,
"MasterIncidentLink": null,
"ServiceOwnerEmail": "admin@saasitdemo.com",
"IsRelatedIncidentUpdate": false,
"ivnt_UpdateRFI": "Chat Incident(s)",
"AddChatconversationtoActivityHistory": false,
"ivnt_TeamsUserDetailsLink_Category": null,
"ivnt_TeamsUserDetailsLink_RecID": null,
"ivnt_TeamsUserDetailsLink": null,
"VirimaAssetID": null,
"RecommendedCategory": null,
"RecommendedService": null,
"RecommendedSubCategory": null,
"Accuracy": null,
"GRCRiskLink_RecID": null,
"GRCRiskLink": null,
"TestField": null,
}
]
}
Performance Matrix
These readings are collected on a Large CE Stack with below-mentioned specifications by running the plugin for a few hours in order to create a ticket/incident.
| Description | Specifications |
|---|---|
| Stack details | Size: Large RAM: 32 GB CPU: 16 Cores |
| Ticket/Incidents created on Ivanti | ~110 per minute |
User Agent
netskope-ce-6.0.0-cto-ivanti-v1.1.0
Workflow
- Create a User Role on Ivanti
- Get an API Key.
- Fetch an Employee Record ID (Rec ID).
- Create a Custom Field.
- Configure the Ivanti plugin.
- Configure Ticket Orchestrator Business Rules for Ivanti plugin.
- Configure Ticket Orchestrator Queues for Ivanti plugin.
- Validate the Ivanti plugin.
Create a User Role on Ivanti
- Login to your Ivanti platform and go to Settings > Users and Permissions > Roles.
- Click Add New.
- Enter a Role and Display Name under Role Details.
Note
The name written in the Role tab will be used as the internal Role name in the plugin configuration.
- Go to Top Level Tabs, click Add new tab, and select Object Workspace.
- Enter a name like incident, select Incident for Object, select IncidentLayout.ServiceDesk in Layout.
- Click Add this Tab and move to next tab, Object Permissions. Provide the required permissions.
- Save the Role.
Note
- The permission mentioned here is for the default mapping, the permission for business objects may vary if the fields were changed.
- One can use the created Role to create an API Key as well as Creating an Employee.
Get an API Key
- Go to the Settings > Security Controls > API Keys.
- Select the Key groups for which you want to create an API Key.
- Click Add API Keys and provide the API Key description. Select the user for which the Key is to be created (selected in the previously created User Role), and then click Save. Move back to the previous tab, and the API Key will be created to be used in the plugin configuration.
Fetch the Employee Record ID (Rec ID)
- To fetch the Employee Record ID, go to More > Employee.
- In the All dropdown, select New Saved Search.
- Filter the employee name based on their display name along with a filter where their record ID is not empty, as shown below. You will see the RecID column. Copy the RecID for your user to use it in the plugin configuration.
Create a Custom Field
- Go to Settings > Business Objects > Incidents > Fields and click Add New Field.
- Select the Type of field you want to create from the shown options.
- Enter a Field Name, Display Name, and Field Attributes.
- Click Add This Field and then click Save. The field will be added.
Note
The custom field added on Ivanti takes a few hours to reflect in Cloud Exchange. Once the field is reflected, it can be seen in the Target Fields in the Queue configuration on Cloud Exchange.
Configure the Ivanti Plugin
- In Cloud Exchange, go to Settings > Plugin Store. Search for and select the Ivanti v1.1.0 (CTO) plugin box.
- Enter a Configuration Name and change the Sync Interval per your requirement.
- Click Next and enter the Configuration Parameters:
- Ivanti Tenant URL: Platform URL for your Ivanti.
- Authentication Method: Select the type of Authentication method you want to use. Basic Authentication using Username and Password of Ivanti, and API Key Authentication using API Generated from Ivanti (as shown in above steps).
- Employee Record ID(RecID): Employee Record ID of the user.
- For Authentication Method as Basic Authentication, enter these parameters:
- Username: User of your Ivanti platform.
- Password: Password associated with the user for Ivanti.
- Ivanti User Role: Internal User Role name assigned to Ivanti User.
- If you have selected the API Key Authentication Method, enter the API Key:
- API Key: API Key generated in above steps for the user.
- Click Next and enter the Mappings for the Status per your requirements.
To create custom status field, click Add New.
Provide the field name and click Add Field.
Map the created status with the status on Ivanti
- Click Save. Your plugin can be seen on the Plugins page.
Configure a Ticket Orchestrator Business Rule for the Ivanti Plugin
Create a business rule based on the filters you need to generate incidents/tickets in the Ivanti plugin.
- In Ticket Orchestrator, go to Business Rules and click Create New Rule.
- Enter a Rule Name and build the appropriate filter query condition on the field(s) for the business rule. You can also enter the query manually by clicking Filter Query.
- Click Save.
- To test the newly created business rule, click Sync and enter the Time period (in days), and then click Fetch. This will show the number of alerts that are eligible for incident/ticket creation.
Configure a Ticket Orchestrator Queue for the Ivanti Plugin
- In Ticket Orchestrator, go to Queues.
- Click Add Queue Configuration, select a Business Rule, your plugin Configuration, and queue from the dropdowns.
- Click Save. Sync the queue if you already have alerts pulled.
Note
If you want to use any other field visible on Ivanti when the incident is created, it is expected to add its value as a part of the Custom Message. Make sure to provide only supported values for the field, or otherwise the value won’t be reflected when the incident is created.
Validate the Ivanti Plugin
Validate in Cloud Exchange
To validate the incident creation, update and sync from Cloud Exchange, go to Logging and filter logs from CTO Ivanti plugin.
In Ticket Orchestrator, go to Tickets and check the created tickets along with their synced status.
Validate in Ivanti
To validate the ticket creation, update, and sync on Ivanti:
- In Ivanti, go to Incidents. All incidents that are created will be listed on the Incidents page.
Troubleshooting the Ivanti Plugin
Unable to generate tickets/incidents on Ivanti
Incidents can fail to be created on a platform due to one of these reasons:
- No alerts are available in Cloud Exchange, or no new alerts are pulled.
- Business Rule has no alerts filtered.
- Sufficient Roles are not added.
What to do: Identify the root cause noted above and select the best fit resolution below.
No alerts are available in Cloud Exchange or no new alerts are pulled
- Check if the alerts are pulled from Ticket Orchestrator. If no alerts are available, the incident/ticket won’t be created.
- If the alerts are present and the queue was added, it might be possible that new alerts are not available to create the incidents, so manually sync the queue in order to create the tickets.
Business Rule has no alerts filtered
Check the business rule and test it to confirm if it has any alerts filtered. If no alerts are available in the filtering, update the business rule.
Sufficient Role are not added
Check the Roles added for the plugin.
Receiving an error while creating the incident
If the default fields are removed from the queue configuration, and or any custom field added by the user is not added in the queue, you will receive this error while trying to create the incident.
What to do:
Identify the custom added mandatory field, and add the same field with its expected value in Queue configuration. If no custom mandatory field is added, check the default value added in the Queue. The Queue configuration should have Subject, Symptom, Status fields added.
Note
Incidents will only be created with status value as Logged.
Receiving an error when a custom field is deleted on Ivanti
If you have added a custom field for creating the incidents and later on deleted the field, you might run into the 500 Internal Server error while creating incidents, or 204 No Content error while configuring the plugin configuration.
What to do:
If you have recently deleted any custom field, create the same field again, or contact the Ivanti team for further help.
Unable to see the custom field added in the incident
When a customer field is created on Ivanti and used in the queue configuration for creating the incident, the field will be mapped from Cloud Exchange, but it won’t be reflected on Ivanti when the incident is created. This is because the custom fields are not displayed in the default incident schema on Ivanti.
What to do: To check the custom added field mapped in the incident, use the custom field in the queue configuration and add some custom message or field to it. Once done, sync the queue to create the incident. Copy the reference ID generated from the Tickets page in Cloud Exchange, and use the below API endpoint to find the API response for the given incident. The custom field along with its value will be added in the incident.
API Endpoint: https://<iavnti_base_url>/api/odata/businessobject/incidents(<incident Reference ID>)
Limitation
The Ivanti platform has a rate limit of 100,000 API calls for 24 hours duration. So if the plugin reaches the limit, it will have 3 retries with default time of 60 seconds, and then raise an exception in the end.