ITSM Integration Setup

Overview

This article describes how to set up JetPatch integration with a supported ITSM system. 

The integration allows approving and rejecting remediation plans via Change Requests. 

The currently supported ITSM systems are ServiceNow, JIRA, and Symphony Summit.

The setup consists of three steps:

• Step 1: Configure mandatory fields for the selected ticketing system.
• Step 2: Configure additional fields (optional).
• Step 3: Advanced configuration (optional).

STEP 1: Configure Mandatory fields for the relevant ticketing system

Select only one ticketing system to work with and follow one of the guides below:

• Symphony Summit Integration Setup
• JIRA integration Setup
• ServiceNow Integration Setup

STEP 2: Configure Additional Fields (optional)

To add additional field configurations, first stop the service and open the properties file:

Before Version 5.0

• Stop Tomcat:

systemctl stop tomcat

• Open the properties file for editing:

vi /usr/share/tomcat/default/conf/intigua.properties

Post Version 5.0

• Stop intigua-main:

docker stop intigua-main

• Open the properties file for editing:

/usr/share/intigua/services/data/intigua-main/conf/intigua.properties

Built-in Additional Values

The following built-in fields can be sent to the ITSM:

• remediation_plan_description - The description of the Remediation Plan as entered by the user in JetPatch.
• requested_by - The user who activated the Remediation Plan in JetPatch.
• configuration_items - List of the endpoints (CIs) with the maintenance schedules.
• emergency_remediation_plan - True/False indicating if this is an emergency Remediation Plan.

All fields must be explicitly included in the itsm.property.variables property in intigua.properties, separated by commas:

# configure which internal variables to include in the ITSM call

itsm.property.variables=remediation_plan_description,requested_by,configuration_items,emergency_remediation_plan

Example:

# include custom fields explicitly

itsm.property.variables=cmdb_ci,u_start_date,u_end_date

itsm.start-date.field=u_start_date

itsm.end-date.field=u_end_date

Custom Text Value

To add a predefined text value to the ITSM call, add the following to intigua.properties:

itsm.property.text.<TARGET_FIELD>=<REQUESTED_VALUE>

• <TARGET_FIELD> — The field ID from ServiceNow (not the field name). The field ID can be found by editing the field or checking the XML of an existing change request.
• <REQUESTED_VALUE> — The value to pass to the change request field.

Example - sets the field "u_requested_for" with the value "JetPatch":

itsm.property.text.u_requested_for=JetPatch

Custom Time Offset Value

To add a predefined time offset value to the ITSM call, add the following to intigua.properties:

itsm.property.timeOffset.<TARGET_FIELD>=<REQUESTED_VALUE>

• <TARGET_FIELD> — The field ID from ServiceNow (not the field name).
• <REQUESTED_VALUE> — Format is "number" and "type". Examples: 30 min, 2 hour, 10 day.

Examples:

itsm.property.timeOffset.start_date=30 min

itsm.property.timeOffset.planned_start_time=3 min

itsm.property.timeOffset.planned_end_time=10 day

Maintenance Timezone

To change the timezone for maintenance times, set the following property in intigua.properties:

# Customizable timezone for the offset property given above. Default is UTC

itsm.property.timezone=UTC

Possible formats:

• TZ database name - see List of TZ database time zones. For example: Europe/Berlin.
• GMT offset - for example: GMT+2:00.

STEP 3: Advanced Configuration (optional)

The configurations below are optional

You can use all configurations listed or only some of them. 

1. Select Approval Mode

To change the current approval mode, add the following configuration to intigua.properties:

#Advanced Configuration (optional):
# Whether or not to enable the advanced approval customization
itsm.approval.external.enabled=false

# configure which internal variable include in the ITSM call, comma separated
# possible values:
# 'polling' - (default) Polling mode, JetPatch will poll on the status of the ticket in the ITSM.
# 'auto' - Auto mode, JetPatch will open the ticket and will continue to patching operations without checking the ticket status
# 'external' External Approval mode, JetPatch will wait to external system to approve this ticket using JetPatch API
itsm.approval.mode=polling

# comma separated list of username items allowed to perform external approval calls
itsm.approval.external.users=snow

To support the 'external' approval mode, please perform the next steps:

• Create a dedicated user for external approval changes
• Change the settings - enable approval customization, change the mode to "external", and add the username of the dedicated user to the user's list.
• Export an API key that will be used in the API calls.

2. Check the Correlation ID existence before opening the ticket

# Check ticket exists before creating
itsm.ticket.pg.check-before-create=true

3. Reopen Change Ticket After Rejection OR Create a New Change Ticket

# Reopen Change ticket after rejection or create new one
itsm.ticket.pg.reopen.create-new=false

4. Enable "Change Request" description change if canceling the Remediation Plan in JetPatch (Default = true)

itsm.ticket.pg.cancel.content-update=true

Applying the Configuration

After adding the advanced configurations, save and exit intigua.properties, then restart the service:

Before Version 5.0

systemctl restart tomcat

Post Version 5.0

docker restart intigua-main