Ivanti Neurons for ITSM - Create Service Request

Ivanti Neurons for ITSM - Create Service Request creates a new service request in your Ivanti Neurons for ITSM instance for:

• Assets returned by the selected query or assets selected on the relevant asset page.

Required Fields

These fields must be configured to run the Enforcement Action.

• Use stored credentials from the Ivanti Neurons for ITSM adapter - Select this option to use credentials from the adapter connection. By default, the first connection is selected.

  • When you select this option, the Select Adapter Connection drop-down becomes available. Select the adapter connection to use for this Enforcement Action.

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    Note

    To use this option, you must successfully configure an Ivanti Neurons for ITSM adapter connection.

• Subject - The subject or title of the service request.

• Symptom - A description of the symptom or issue being reported.

• Customer Location - The location of the customer submitting the service request.

• User ID - The RecID of the user creating the service request.

• Subscription ID - The subscription ID for the service request.

• Local Offset - The local time offset in minutes from UTC. Use negative values for timezones ahead of UTC (for example, -330 for UTC+5:30) and positive values for timezones behind UTC (for example, 300 for UTC-5:00).

• Delayed Fulfill - Select this option to delay fulfillment of the service request. Disabled by default.

• Form Name - The form layout to use for the service request (for example, ServiceReq.ResponsiveAnalyst.DefaultLayout).

• Save Request State - Select this option to save the request state. Disabled by default.

• Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Working with Axonius Compute Nodes.

Additional Fields

This Enforcement Action does not have additional optional fields.

Connection Settings

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Connection and Credentials

When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

• Host Name or IP Address - The base URL of your Ivanti Neurons for ITSM tenant. Must include the protocol prefix (https://). For example: https://yourtenant.ivanti.com

• REST API Key - The REST API Key created in Configuration Console > Security Controls > API Keys. This is the Reference ID of the API key.

• Verify SSL (optional) - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

• HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.

• HTTPS Proxy User Name (optional) - The user name to use when connecting to the server using the HTTPS Proxy.

• HTTPS Proxy Password (optional) - The password to use when connecting to the server using the HTTPS Proxy.

• Gateway Name - Select the Gateway through which to connect to perform the action.

APIs

Axonius uses the Ivanti Neurons for ITSM REST API - POST /api/rest/ServiceRequest/new

Required Ports

Axonius must be able to communicate via the following ports:

• TCP port 443 (HTTPS)

Required Permissions

The following permissions and requirements are needed:

• The REST API Key must have write permissions to the /api/rest/ServiceRequest/new endpoint.
• The API Key user role must have permission to create service requests in Ivanti Neurons for ITSM.

Version Matrix

This Enforcement Action was tested only with the versions marked as supported, but may work with other versions. Contact Axonius Support if you have a version that is not listed and it is not functioning as expected.