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1.0.0
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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.

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

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.

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.