Defining Ticketing System Integration Settings

The Ticketing System Integration settings allow you to enable integration with a ticketing system, and to define the access parameters required for it.

Integration with ticketing systems allows you to require users to provide ticket numbers to access Windows Client computers, so as to provide an additional layer of authentication.

On each connection to a Windows endpoint with the appropriate options enabled, users have to enter a ticket number. Ekran System validates the ticket number with the ticketing system, and if the ticket has the “open” status, log on is permitted. Ekran System will attach a URL to allow the appropriate session to the ticket to be viewed.

NOTE: This feature is only available with an activated serial key for the Enterprise Edition of Ekran System.

Currently, integration with such ticketing systems as SysAid and ServiceNow is supported.

You can use the API Bridge REST-based HTTP application to integrate Ekran System with your ticketing system.

If you want Ekran System to be integrated with any other ticketing system, please contact our Support team at: support@ekransystem.atlassian.net

The ticketing system integration settings can be edited by users with the administrative Database Management permission.

To define the Ticketing System Integration settings, click the Configuration (

) button (at the top of the Management Tool interface), and on the Configuration page that opens, select the Ticketing System Integration tab.

The following settings can be defined:

1. Enable authentication via ticketing system: You can select this checkbox to enable integration with the ticketing system.

2. Ticketing System: This option allows you to select the ticketing system (SysAid, ServiceNow, or API Bridge).

• For the SysAid ticketing system, define the following parameters:

- Ticketing System URL: This field allows you to enter a valid URL for the SysAid ticketing system, which must be entered in the following format:

<SysAid URL>/services/SysaidApiService

- Account Name: This field allows you to enter the name of the account the serial key is associated with.

- Login: This field allows you to enter the user name of an existing user account to get access to the ticketing system.

- Password: This field allows you to enter the password for the existing user account to get access to the ticketing system.

• For the ServiceNow ticketing system, define the following parameters:

- Instance Name: This field allows you to enter the ServiceNow instance name.

- Table Names: This field allows you to enter the table names to search for a ticket number in.

- Login: This field allows you to enter the user name of an existing user account to get access to the ticketing system.

- Password: This option allows you to enter the password of the existing user account to get access to the ticketing system.

• For the API bridge REST-based HTTP application, define the following parameters:

- Ticketing System URL: This field allows you to define a valid URL and port number for your ticketing system, which must be entered in the following format:

<Ticketing system URL:port>

- Login: This field allows you to enter the user name of an existing user account to get access to the ticketing system.

- Password: This field allows you to enter the password of the existing user account to get access to the ticketing system.