Ticketing system properties
This topic includes reference information on ticketing system properties that can be configured in the Privilege Cloud Portal from Administration > Configuration Options.
How do I access these configuration options?
To access these settings, in the Privilege Cloud portal, go to Administration > Configuration Options > Ticketing Systems.
General properties
The following are general properties of your ticketing system.
To access, under Ticketing Systems, click ServiceNow or BMC Remedy.
|
Property |
Description |
|---|---|
|
Name |
The name of the ticketing system. Acceptable values: String Default value:
|
|
Assembly |
An assembly name or the full pathname of the assembly file where the validator module exists. Acceptable values: String Default value:
|
|
Class |
A full name (including namespace) of the validator class. Leave blank to use the first validator class that is found. Acceptable values: String Default value:
|
|
IncidentTicketIdentification |
A regular expression that defines ticket IDs to treat as incident tickets. If the ticketing system handles only incident tickets, specify .* to match all ticket IDs. Acceptable values: Regular expression Default value: - |
|
ChangeTicketIdentification |
A regular expression that defines ticket IDs to treat as change tickets. If the ticketing system handles only change tickets, specify .* to match all ticket IDs. Acceptable values: Regular expression Default value: - |
System configuration
These parameters determine how the Privilege Cloud Portal integrates with the ticketing system.
To access, go to Ticketing Systems > System Configuration.
|
Property |
Description |
|---|---|
|
SystemURL |
The URL of the customer ticketing system environment web service. If your implementation uses a non-default port, you can append it to the URL. For example: https://<ticketing system Rest API address>:8443 Acceptable values: URL Default value: https://%hostname%.service-now.com |
|
FailsafeBypassCode |
A code that can be specified to bypass the Privilege Cloud Portal ticketing system rules, such as timeframes. Acceptable values: String Default value: |
|
AuthenticationErrorMessage |
The message that appears when the Privilege Cloud Portal cannot authenticate to the ticketing system. Acceptable values: String Default value: An authentication error occurred while communicating with the ticketing system. Please check the connection details settings. |
|
ConnectionErrorMessage |
The message that appears when the Privilege Cloud Portal cannot connect to the ticketing system. Acceptable values: String Default value: A connection error occurred while communicating with the ticketing system. Please check the communication settings. |
|
IncidentTicketFormat |
The format of incident tickets. Acceptable values: String Default value: - ^INC[0-9]* |
|
ChangeTicketFormat |
The format of change tickets. Acceptable values: String Default value: ^CHG[0-9]* |
Ticket validation (for ServiceNow only)
To access, go to Ticketing Systems > TicketValidation.
|
Property |
Description |
|---|---|
|
IncidentTicketValidation - Defines which incident tickets will be validated |
|
|
ValidateIncidentTicketState |
Whether or not incident tickets will be validated according to their state. Acceptable values: Yes/No Default value: No |
|
AllowedIncidentTicketStates |
A list of incident ticket states that can be validated. Acceptable values: String Default value: New | In Progress | Closed | Cancelled | On Hold | Resolved | Assigned |
|
IncidentTicketStateErrorMessage |
The error message that is displayed when the incident ticket cannot be validated due to its state. Acceptable values: String Default value: This ticket ID state is not allowed. |
|
ChangeTicketValidation - Defines which change tickets will be validated |
|
|
ValidateChangeTicketState |
Whether or not change tickets will be validated according to their state. Acceptable values: Yes/No Default value: No |
|
AllowedChangeTicketStates |
A list of change ticket states that can be validated. Acceptable values: String Default value: new | Pending | Draft | In Progress | Closed | Closed Complete | Closed Incomplete | Closed | Cancelled | Closed Rejected | Closed Skipped | On Hold | Awaiting Approval | Approved | Rejected | Implemented | Assigned| CAB Review |
|
ChangeTicketStateErrorMessage |
The error message that is displayed when the change ticket cannot be validated due to its state. Acceptable values: String Default value: This ticket ID state is not allowed |
|
ValidateChangeTicketTimeframe |
Whether or not change tickets will only be validated during a specific timeframe. Acceptable values: Yes/No Default value: No |
|
TimeZoneOffset |
The difference in hours between the time on the PVWA machine and the ticketing system machine. Acceptable values: Number Default value: 0 |
|
ChangeTicketTimeframeErrorMessage |
The error message that is displayed when the change ticket cannot be validated due to the timeframe. Acceptable values: String Default value: This account cannot be used now. It can only be used during the timeframe specified in the ticket ID details. |
|
TicketNotExistErrorMessage |
The error message that is displayed when the ticket cannot be validated because the ticket ID does not exist. Acceptable values: String Default value: This ticket ID does not exist. |
|
TicketFormatErrorMessage |
The error message that is displayed when the change ticket cannot be validated because its format is not valid. Acceptable values: String Default value: This ticket format is not valid. |
Connection Details
|
Parameter |
Description |
|---|---|
|
SystemURL |
Specify the URL of the Ticketing System’s web services. If your organization uses a non-default port, you can append it to the URL. For example: https://<ticketing system Rest API address>:8443 |
