ARCON|PAM

ITSM Tool Integration

ITSM Tool Integration

Table of Contents
1 Overview ................................................................................................................................................................................................. 4
1.1 Pre-requisites ....................................................................................................................................................................................4
1.2 Ticket Validation...............................................................................................................................................................................5

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ITSM Tool Integration

1 Overview
As more and more organizations turn to ticketing tools for incident/service management across IT and several
other disciplines, ARCON PAM provides the necessary framework to enable integration with common tools
(ServiceNow, Jira,...) to provide holistic security, reduce risk and increase visibility.

1.1 Pre-requisites
The per-requisites for integrating ARCON PAM with a ticketing tool are as follows:
ARCON PAM uses the ticketing tool's API for facilitating this integration.
Following are the Web Service requirements for integration of a ticketing tool with ARCON PAM:
• List of parameters and their order, are as follows:

Order No. Parameter Name Data Type TAG in Configuration

1 UserID String <AUSERLID>

2 ScenarioName (LOB) String <ALOBPRID>

3 TicketNo String <RTIKTNUM>

4 CRNo String <RCRNUMBR>

5 TaskNo String <RTASKNUM>

6 Target ServerIP String <ASRVIPAD>

7 IsValidateServerIP String <TRUEFALS>

8 UserGroup String <AUSRPKUG>

9 srTaskNumber String <RSRTKNUM>

10 Privilege ID String <ASERUSER>

11 Current Date and Time String <ACURTIME>

12 For Authentication in XML Body String <REPLACEUSERDETAILS>

13 Authentication Username String <AUTHUSERN>

14 Authentication Password String <AUTHPASSW>

15 Service Type in ARCON PAM String <ASERNAME>

16 Database Instance String <ASERINST>

17 Communication Port for Target Device String <ASERPORT>

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 TAGS 12, 13, and 14 are as per requirements.(Optional). TAGS 10, 11, 12, 13 and 14 are available after
ARCON PAM Version 4.8.4.0 and above.
For TAGS 16 if the DBInstance is Blank, ARCON PAM will pass NA.

1.2 Ticket Validation

ARCON PAM can leverage a ticketing tool to validate tickets prior to providing users, access to privileged
sessions. A privileged user, once authenticated into ARCON PAM will be prompted to enter a valid ticket
number, as the user tries to access a privileged session. ARCON PAM will validate this ticket with the ticketing
tools against the following factor:
• Whether the entered ticket number is a valid ticket number
• Whether the ticket number is approved for the logged in, privileged user in ARCON PAM
• Whether the ticket number is approved for the server being requested for access
• Whether the access request is between the approved time period on the specified ticket number

Administrators will have to make the following configurations:

• Web API Configuration
• Ticketing Validation Template
• Server Reference/Call Log
1. To navigate to Web API Configuration, use the following path in ARCON PAM Server Manager.
Tools → Advance Configuration → Default Configuration → Menu → Web API Configuration.

Field Description
Request Parameters
URL Enter the URL of the ITSM tool, it will be provided by ITSM
Request Body Enter ITSM request XML
Description Enter the specific configuration description
Content Type Provided by ITSM

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Field Description
Method Provided by ITSM
Accept Provided by ITSM
API ID Specify the API ID for ARCOS reference
SOAP Action Provided by ITSM
User Name Provided by ITSM (network username)
Password Provided by ITSM (network username)
Response Parameters
Success Tag Provided by ITSM
Success Text Provided by ITSM
Error Tag Provided by ITSM
Error Text Provided by ITSM
Enable Proxy
Proxy URL Provided by ITSM, if any
User Name Provided by ITSM, if any
Password Provided by ITSM, if any
0
2. To navigate to Ticketing Validation Template, use the following path in ARCON PAM Server Manager..
Tools → Advance Configuration → Default Configuration → Menu → Ticketing Validation Template.
0

Field Description
Option 1 Select this check box to display the value of this field. (e.g.
Ticket Number)
Option 2 Select this check box to display the value of this field. (e.g.
TechFlow)
Option 3 Select this check box to display the value of this field. (e.g.
Case Manager)

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Field Description
Option Other Select this check box to display the value of this field. (e.g.
Description)
Lob/Profile Configuration Select the validation and IP Address check box and also
specify the Reference method as <SOAP> or <WAPI>
0
3. To navigate to Server Reference / Call Log, use the following path in ARCON PAM Server Manager..
Tools → Advance Configuration → Default Configuration → Menu → Server Reference/Call Log.

0
4. Select the option Ask Before Accessing Server to take enable ITSM for the selected service type
5. The following validation screen will be displayed on taking session of ITSM enabled service type

 • Above configuration can be used to integrate any ITSM tool. BMC Remedy, Service Now,
Manage Engine are some of the ITSM tools that has been already integrated with ARCON PAM.

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