You can use ticketing that is configured to work with Remedy.

Tickets can be viewed in the Activity Center, Ticket # column.

Safeguard checks the Status property of the incident returned from the Remedy API. The ticket is considered valid if Status is not Closed or Cancelled.

The data items specific to Remedy may be optional based on your configuration.

Setting up the integration

  1.  Go to Ticket Systems:
    • web client: Navigate to External Integration > Ticket Systems.
  2. Click  Add to add a ticket system.
  3. Do the following:
    • web client: Select Remedy.
  4. Complete the authorization information based on your installation:
    • Name: Enter the name of your ticketing system.
    • URL: Enter the web site address to the ticketing system.
    • Username: Enter an account for SPP to use to access the ticketing system.
    • Password: Enter the user account's password.
    • Authentication String: Enter the authentication credential for the Remedy AR (Action Request) system server.
  5. Click Test Connection verify the connection to Remedy works.

Ticket workflow

  1. The Security Policy Administrator creates an access request policy that requires the requester to provide a ticket number when creating an access request.
  2. When the requester makes a request, they must enter the existing Remedy ticket number on the New Access Request dialog, Request Details tab, Ticket Number field. See:
  3. SPP queries all configured ticket systems to see if that ticket number represents a ticket that exists and is in an open state.