Use ServiceNow tickets with sessions
When your access policy uses a ServiceNow connector, Privilege Secure checks the ticket you enter against ServiceNow and posts updates to the ticket as your session progresses. When you end the session, you choose the state the ticket moves to.
An administrator sets up the connector and attaches it to the connection profile. For that setup, see ServiceNow integration.
Enter a ticket number
- Start a session request. See Request a session.
- On the Notes step, enter the ticket number in the ticket box. The box uses the label that your administrator set for the connector.
- Click Next > and finish the request.
Example: If the label is INC#, enter INC0012345.
When you start a session from a card on My Activities, the Configure session dialog has the same Ticket Number box. The box starts with the label, for example INC#. Replace that text with the ticket number. If the number doesn't match the format that your administrator set, a message appears under the box while you type. The default message is "The ticket number entered is invalid. Please enter a valid ServiceNow ticket number."
When you click Start Session, Privilege Secure checks the ticket in ServiceNow before it creates the session. If the check fails, a message appears at the top of the page and the dialog stays open, for example "Ticket 'INC0009004' has status 'Closed' which is not allowed." or "Ticket 'INC0999999' not found in ServiceNow." For all messages, see ServiceNow integration.
If the connection profile requires a ticket number, you can't continue without one.
Ticket checks
Privilege Secure checks the format of the number, then looks up the ticket in ServiceNow. The request fails with one of these messages:
| Message | Cause |
|---|---|
| "Ticket number does not match the required format" | The number doesn't match the pattern that your administrator set. The message can include a custom text. |
"Ticket '<ticket>' not found in ServiceNow." | ServiceNow has no ticket with that number. |
"Ticket '<ticket>' has status '<status>' which is not allowed." | The ticket is in a state that the connector doesn't accept. By default, the allowed states are New and In Progress. |
| "Unable to reach ServiceNow. Please try again." | Privilege Secure couldn't connect to ServiceNow. Try again. |
| "ServiceNow connector not configured." | The profile needs a ticket, but the connector isn't set up. Contact your administrator. |
Ticket updates during the session
If the connector has Add Comments to Ticket on, Privilege Secure adds a work note to the ticket when:
- The request is waiting for approval.
- An approver approves or denies the request.
- The session starts. The ticket state also changes to In Progress. Notes that you entered are added to this work note.
- The session ends. The work note includes the final status of the session.
If Privilege Secure can't post a work note, the session still continues.
End a session and update the ticket
When you end a session that has a ServiceNow ticket, the console shows a dialog titled "End Session" with the prompt "How should the ServiceNow ticket be updated?" The dialog links to the ticket.
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Click Dashboard in the left navigation, then click the Active tile.
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Select the session and click End Session.
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Click the state to set: Keep In Progress (leaves the ticket state unchanged), On Hold, or Resolved. If the connector has Add Comments to Ticket on, On Hold and Resolved set the ticket to the ServiceNow state with that name. Otherwise the ticket state doesn't change.
The session ends. To keep the session running, click Cancel instead.
The text in this dialog appears in English in every console language.
For the general procedure, see Connect to a session.
Resolved can fail
Choosing Resolved can fail when your ServiceNow instance requires a resolution code and close notes to resolve a ticket. Privilege Secure sends only a work note and the new state, so the instance can reject the update. The session still ends, and the console doesn't show an error.
After you end a session with Resolved, check the ticket in ServiceNow and resolve it there if its state didn't change. To avoid this, end the session with Keep In Progress or On Hold, and then resolve the ticket in ServiceNow.