Articles in this section

ITSM Integration Setup

It is possible to integrate with various ticketing systems in order to approve and reject remdiation plans.

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

To setup the integration for each ITSM use the following instructions:

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:

STEP 2: Configure Additional Fields (optional)

If you would like to add additional configurations follow the instructions below. 

1. stop tomcat (service tomcat stop)

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

3. Add the desired fields: 

Built-in Additional Values

There are several built-in additional fields that can be sent to the ITSM:

  1. remediation_plan_description - the description of the Remediation Plan as the user fills in JetPatch
  2. requested_by - the user that activated the Remediation Plan in JetPatch
  3. configuration_items - List of the endpoints (CI's) with the maintenance schedules
  4. emergency_remediation_plan - True/False if it is an emergency Remediation Plan 

All the fields that you want to add from the above list need to be added to the "itsm.property.variables" property, as a comma-separated list as shown below.

# configure which internal variable include in the ITSM call, comma separated
itsm.property.variables=remediation_plan_description,requested_by,configuration_items,emergency_remediation_plan

NOTES - 

  • Most ITSM's do not have built-in fields for the values above.
  • For ServiceNow - the "configuration_items" value does not support the built-in CI's. 

Custom Additional Values

You can provide any predefined value to the ITSM as part of the call.

The value can be text or time

Custom Text Value

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

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

  • <TARGET_FIELD> - with the filed id from ServiceNow. Note that it is not the field name. you need to get the field ID (can be seen if editing the field or checking the XML of an existing change request)
  • <REQUESTED_VALUE> - with the value you want to pass to the change request field.

For example - the following example sets the field "u_requested_for" with "JetPatch" value:

itsm.property.text.u_requested_for=JetPatch

Custom Time Offset Value

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

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

  • <TARGET_FIELD> - with the filed id from ServiceNow. Note that it is not the field name. you need to get the field ID (can be seen if editing the field or checking the XML of an existing change request)
  • <REQUESTED_VALUE> - the format is "number" and "type". for example:
    • 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

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

 Possible formats are:

  • TZ database name - can be found in the table here. For example -"Europe/Berlin"
  • GMT offset - for example "GMT+2:00"

Note - the TZ database format will consider winter/summer times.

 

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

If you would like to change the current approval mode add the following configuration:

#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 '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 which will be used in the API calls.

Please Note:  The configured authentication method to JetPatch must be from type HTTP Digest. 

2. Check 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

WARNING - If opening a new ticket (true) the same Correlation ID will be sent, this configuration needs ServiceNow interface change

# 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

 

After Adding the advanced configurations:

  • save and exit intigua.properties file
  • Restart tomcat (run command service tomcat restart) 

 

Related articles

Comments

0 comments

Please sign in to leave a comment.