Overview

JetPatch can integrate with various ITSM systems to manage patching and remediation processes through Change Requests. 

This article provides a high-level overview of the integration flow, including how Change Requests are opened, approved, and closed.

The integration supports the following actions:

• Opening a Change Request once a remediation plan is activated, allowing the user to approve it.
• Tracking status changes (approve/reject) of the remediation plan.
• Closing the ticket when the remediation completes successfully.
• Reopening a Change Request if needed, and cancelling existing ones.

For setup instructions, see the ITSM Integration Setup article.

In addition, JetPatch will reopen a change request if needed and will cancel existing 

Change Request Information

After a Remediation Plan is activated from the JetPatch application, JetPatch will open a Change Request with relevant information such:

• Requested by - the activated user
• Assigned to - Person primarily responsible for approving this task
• Description - Including:
  1. Remediation Plan ID in JetPatch
  2. Date and time of activation
  3. Patches/vulnerabilities to remediate
  4. Relevant Endpoint Groups to remediate

JetPatch can also send some advanced information, such as:

• Configuration Items (endpoints).
• Maintenance Windows for each configuration item.
• Predefined text

Open a Change Request Flow

Getting Approval Status

After JetPatch opens a Change Request successfully, it monitors status changes. The two possible statuses are:

• Approved - indicates that JetPatch can proceed with remediation actions, which are executed on each endpoint separately within the configured maintenance windows.
• Rejected - indicates that JetPatch should not start remediation progress.

There are two ways for JetPatch to receive status changes:

• Polling - JetPatch polls the ITSM instance and pulls the Change ticket information along with the current status.
• Waiting for external approval - The ITSM communicates the new status to JetPatch via API. Note: this requires ITSM interface development.

Polling Approval Flow

JetPatch periodically polls the ITSM for status updates on the open Change Request and proceeds based on the returned status.

Waiting for Approval Flow

The ITSM system pushes the approval status to JetPatch via API once a decision is made.

Closing the Change Request

JetPatch will close the Change Request ticket in the following two cases:

• JetPatch executed all remediation actions successfully, and the plan is compliant.
• The user cancelled the remediation plan.

Successful Remediation Flow

When all remediation actions are completed successfully and the plan reaches a compliant state, JetPatch automatically closes the Change Request.

Cancelled Remediation Flow

When a user cancels the remediation plan, JetPatch closes the associated Change Request accordingly.