About the connector
ServiceAide is an Intelligent Service Management (ISM) system.
This document provides information about the ServiceAide connector, which facilitates automated interactions with ServiceAide using FortiSOAR™ playbooks. Add the ServiceAide connector as a step in FortiSOAR™ playbooks and perform automated operations, such as reporting a new ticket to ServiceAide, or retrieving a ticket from ServiceAide.
Version information
Connector Version: 1.0.0
Authored By:Fortinet
Certified: No
Installing the connector
All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:
yum install cyops-connector-serviceaide
For the detailed procedure to install a connector, click here
Prerequisites to configuring the connector
- You must have the URL of ServiceAide server to which you will connect and perform automated operations and credentials to access that server.
- To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOAR™ instance.
Configuring the connector
For the procedure to configure a connector, click here
Configuration parameters
In FortiSOAR™, on the connectors page, select the ServiceAide connector and click Configure to configure the following parameters:
| Parameter |
Description |
| Server URL |
URL of the ServiceAide server to which you will connect and perform automated operations. |
| Username |
Username to access the ServiceAide server to which you will connect and perform automated operations. |
| Password |
Password to access the ServiceAide server to which you will connect and perform automated operations. |
Actions supported by the connector
The following automated operations can be included in playbooks, and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 and onwards:
| Function |
Description |
Annotation and Category |
| Get Ticket |
Get a ticket based on the ticket identifier. |
get_ticket
Miscellaneous |
| List Tickets |
Fetch a list of all tickets. |
list_tickets
Miscellaneous |
| Report an Incident Ticket |
Report a new ticket to ServiceAide. |
report_incident
Miscellaneous |
operation: Get Ticket
Input parameters
| Parameter |
Description |
| Ticket ID |
Specify the ID of the ticket whose details need to be fetched. |
Output
The output contains the following populated JSON schema:
{
"ticket_details": {}
}
operation: List Tickets
Input parameters
None.
Output
The output contains the following populated JSON schema:
{
"tickets": ""
}
operation: Report an Incident Ticket
Input parameters
| Parameter |
Description |
| Requester Name |
Specify the name of the ticket requester. |
| Incident Description |
Specify the description for the ticket. |
| Impact |
Select the impact level of the incident. Valid options are: 1.None, 2.Critical, 3.High, 4.Medium, or 5.Low. |
| Urgency |
Select the urgency level of the incident. Valid options are: 1.None, 2.Critical, 3.High, 4.Medium, or 5.Low. |
| Priority |
Select the priority of the incident. Valid options are: 1.None, 2.Critical, 3.High, 4.Medium, or 5.Low. |
Output
The output contains the following populated JSON schema:
{
"incident_details": {}
}
Included playbooks
The Sample - ServiceAide - 1.0.0 playbook collection comes bundled with the ServiceAide connector. These playbooks contain steps using which you can perform all supported actions. You can see bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the ServiceAide connector.
- Get Ticket
- List Tickets
- Report an Incident Ticket
Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection since the sample playbook collection gets deleted during connector upgrade and delete.
