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One Identity Safeguard for Privileged Passwords 7.1 - Administration Guide

Introduction System requirements and versions Using API and PowerShell tools Using the virtual appliance and web management console Cloud deployment considerations Setting up Safeguard for Privileged Passwords for the first time Using the web client Home Privileged access requests Appliance Management
Appliance Backup and Retention Certificates Cluster Enable or Disable Services External Integration Real-Time Reports Safeguard Access Appliance Management Settings
Asset Management
Account Automation Accounts Assets Partitions Discovery Profiles Tags Registered Connectors Custom platforms
Security Policy Management
Access Request Activity Account Groups Application to Application Cloud Assistant Asset Groups Entitlements Linked Accounts User Groups Security Policy Settings
User Management Reports Disaster recovery and clusters Administrator permissions Preparing systems for management Troubleshooting Frequently asked questions Appendix A: Safeguard ports Appendix B: SPP and SPS join guidance Appendix C: Regular Expressions About us

Ticket systems

You can use ticketing that is not configured with an external ticketing system or integrate with an external ticketing system (such as ServiceNow or Remedy).

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

Go to Ticket Systems:

  • web client: Navigate to External Integration > Ticket Systems.
Ticketing toolbar

Use these toolbar buttons to manage the ticketing systems defined to integrate with Safeguard for Privileged Passwords.

  • Add: Add a new ticket system.
  • Remove: Remove the selected ticket system from Safeguard for Privileged Passwords.
  • Edit: Modify the selected ticket system configuration.
  • Refresh: Update the list of ticket systems.
Setup and workflow

For set up and workflow details, see the following based on the ticketing you use:

ServiceNow ticketing system integration

ServiceNow is a cloud-based issue tracking system. Safeguard for Privileged Passwords can exchange the following ticket types with ServiceNow:

  • INC (incident) tickets
  • CHG (change) tickets
  • RITM (request) tickets
  • PRB (problem) tickets

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

To use ServiceNow, the root CA Certificate required for ServiceNow must be installed in Safeguard for Privileged Passwords. For more information, see Trusted CA Certificates. To add a trusted certificate, see Adding a trusted certificate.

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

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 ServiceNow.
  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 Safeguard for Privileged Passwords to use to access the ticketing system.
    • Password: Enter the user account's password.
    • Client Identifier: Enter the ServiceNow Client ID.
    • Client Secret: Enter the ServiceNow secret key.
  5. Click Test Connection to test the connection to ServiceNow.

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 ServiceNow ticket number on the New Access Request dialog, Request Details tab, Ticket Number field. See:
  3. Safeguard for Privileged Passwords queries all configured ticket systems to see if that ticket number represents a ticket that exists and is in an open state. For ServiceNow, Safeguard checks the Active property of the identified ticket returned from the ServiceNow API and considers the ticket number valid if the Active property is not false for that incident.
    1. If the ticket is not active, the request is denied.
    2. If the ticket is active, the access workflow continues.

Remedy ticketing system integration

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 Safeguard for Privileged Passwords 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. Safeguard for Privileged Passwords queries all configured ticket systems to see if that ticket number represents a ticket that exists and is in an open state.

Not integrated with ticketing system

You can use ticketing that is not configured with an external ticketing system to track tickets.

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

Security Policy Administrators can require requesters to reference a ticket number in their password, SSH key, or session access request but not have the ticket validated against an external ticketing system but, optionally, may be validated against the regular expression of a generic ticketing system. The ticket number is used in the decision to approve the request.

Setting up ticketing

  1.  Go to Ticket Systems:
    • web client: Navigate to External Integration > Ticket Systems.
  2. Click  Add to add a ticket system.
  3. Select Other and complete this information:
  4. Click Validate to validate the Regular Expression entry.

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 a ticket number on the New Access Request dialog, Request Details tab, Ticket Number field. See:
  3. Safeguard for Privileged Passwords validates the ticket number against the regular expression. If the ticket number is an exact match to the regular expression, the workflow continues.
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