Configure Ivanti Service Manager for Integration with BeyondTrust Remote Support

 

You must purchase this integration separately for both your Remote Support software and your Ivanti Service Manager solution. For more information, contact BeyondTrust sales.

Before importing the package, use a text editor to ensure all URLs to the Secure Remote Access Appliance have been updated. To do so, search for support.example.com and replace any instances with the hostname of the appliance.

A development package is provided as part of the integration: BeyondTrust Standard Integration - Core - 1.x.x.MetadataPatch.

 

Before applying any development package, we recommend that you first back up the database in case changes need to be rolled back.

The Core development package contains all the necessary business objects, quick actions, etc., needed by the integration.

Once the contents of the Core development package have been verified:

  1. Make sure you have taken the steps described in the note above to find and replace the example Secure Remote Access Appliance hostname in the package file.
  2. Log into the Ivanti tenant as an administrator and access the admin UI.

Ivanti import package screenshot.

  1. Under Build > Development Package > Packages, select Import Package and browse to the file.

 

Ivanti Beyond Trust API Role screenshot

When the development package is successfully imported, a new BeyondTrust API Role should be listed under Configure > Users and Permissions > Roles.

  1. Select the role and add a new employee to be used for API calls.

 

Configured user role screenshot

  1. Ensure that Internal Auth is enabled.
  2. Ensure that an Internal Auth Password is set.
  3. Ensure that Password Expiration is disabled.

 

Update the User Interface:

  1. Under Build > Business Objects, select Change > Layouts, and then click the Change layout.
  2. In the Views in this layout grid, select formView to edit the view.

Ivanti edit form view screenshot

 

  1. Click the Edit link to the right of the Toolbar section.

Ivanti edit toolbar screenshot

 

  1. In the Toolbar Editor, find and select the BeyondTrust - Generate Session Key action from the list at the bottom and drag it into position as the first item in the right half of the toolbar menu.

Ivanti toolbar button editor screenshot

  1. Configure the new toolbar button as follows:
    Field NameValue
    ActionBeyondTrust - Generate Session Key
    DisplayImage and Text
    Imagebt_rs_icon.png
    Text (Custom)BeyondTrust Session Key
    TooltipClick to generate a BeyondTrust session key
  2. Click Save on the Button Editor and Save again on the Toolbar Editor.

 

  1. Scroll to the bottom of the Child Panels grid and click the link to Add Child Panel.
  2. Configure the new panel as follows:
    Field NameValue
    Display NameBeyondTrust Sessions
    ObjectBeyondTrustSession
    ListBeyondTrustSessionsGrid
    Forms(s)BeyondTrustSessionViewOnlyForm
    Show Count[Checked]

     

    Ivanti sessions panel screenshot

  3. Click the Edit link in the Toolbar column and drag all of the toolbar buttons for the panel to the trash so that no buttons show on the BeyondTrust Sessions panel.
  4. Click Save at the top to save all changes to the layout.
  5. Repeat steps 1 through 10 for the Change.SDA and Change.SDM layouts and/or any custom layouts you may be using instead of these default layouts.
  6. Under Build > Business Objects > Service Request, select the Service Request business object, and then repeat steps 1 through 10 for the ServiceReqLayout.New layout and/or any custom layouts you may be using instead of these default layouts.
  7. Under Build > Business Objects > Incident, select the Incident business object, and then repeat steps 1 through 10 for the IncidentLayout.ServiceDesk layout and/or any custom layouts you may be using instead of these default layouts.
  8. With the Incident business object still selected, swap from Layouts to Forms, and then select the IncidentDetails.ServiceDesk form.
  9. Check the box to Show layout cells, and select the cell containing the Assets control.
  10. Click the link above the form to Insert Row Above.
  11. Expand the toolbar to the left of the form to show Incident > Fields, and then drag the CILink field into the newly created row.
  12. Click the new control to select it, and then configure it as follows:

    Field Name
    Value
    Display Field[CI]Name
    Editabletrue
    Label PosNo Label

    Incident details form screenshot

  13. Collapse the Incident tree in the toolbar, expand it to show Other items, and then drag a URL Button to the right of the CILink field.
  14. Select the new button and configure it as follows:

    Field NameValue
    Image

    bt_rs_icon.png

    Use the Image Manager tool in the Expression Editor to select the image.

    LabelJump to Resource
    URLhttps://<BeyondTrust-hostname>/api/client_script?action=start_pinned_client_session&search_string=$([CI#.IncidentAssocCILink]Name)&type=rep&operation=generate&session.custom.external_key=$(RecId)&session.custom.item_id=$(IncidentNumber)&session.custom.item_type=Incident

    Ivanti incident details form, jump to button screenshot

  15. Click Save at the top to save changes to the form.
  16. Select the Incident.WebSelfService.Edit form.
  17. Expand the toolbar to show Other items, and then drag a Command Button to the right of the Close Incident button on the form.
  18. Select the new button and configure it as follows:
    Field NameValue
    ActionBeyondTrust - Get Help Now
    CausesValidationfalse
    Image

    bt_rs_icon.png

    Use the Image Manager tool in the Expression Editor to select the image.

    LabelGet Help Now

    Ivanti incident get help now button screenshot

  19. Click Save at the top to save changes to the form.