For Privilege Management Cloud customers who use ServiceNow to manage IT-related tickets, this new integration lets their end-users make requests for approval directly into ServiceNow as a ticket. ServiceNow service desk professionals can then directly respond to end users from within the ticket as an approval or denial.
Not only does this integration allow end-users to ask for the elevation of applications and privileges, it also allows service desk professionals to approve privileges and give end-users access they need to do their jobs.
Automatically create tasks for privilege escalation requests .
Request details are accessible in ServiceNow. Support staff can approve application execution and admin session requests directly from a ServiceNow record.
The app includes out-of-the-box support for Incident, Change, SC Requested Item, or SC Task records, but is also customizable to allow for other Task-type records. Behavior is workflow-driven which means you can also tailor it to suit your needs though ServiceNow's Workflow Studio.
In addition to tracking the full request within ServiceNow, work notes are created to log the history of a request from the time it hits your ServiceNow instance all the way through acceptance of the decision by PM Cloud.
New
- Support for multiple PM Cloud sites
A single ServiceNow instance can now connect to more than one BeyondTrust PM Cloud site. Each site has its own configuration record, and incoming access requests are routed to the correct site automatically. Ticket settings — ticket type, assignment group, category, active states, and auto-close — are set per site, so different sites can raise different kinds of tickets.
All sites share the same webhook address, so no additional ServiceNow setup is needed for each one beyond adding its configuration record. - Test Connection on each configuration record
Administrators can verify a site's credentials and connectivity directly from its configuration record before putting it into service.
Fixed
- Admin access requests could remain "Pending" when canceled quickly
An admin access request that was canceled very shortly after it was raised could stay in a Pending state instead of completing. These requests now resolve correctly. - Canceled requests now close the linked ServiceNow ticket
When an admin access request is canceled in BeyondTrust EPM, the associated ServiceNow ticket is now closed automatically for customers who have auto-close enabled, with a note recording that the request was canceled. Previously the ticket was left open.
Upgrade note
Existing installations have a single configuration record. After upgrading, open that record and enter the PMC Tenant ID for the site it connects to. The record continues to work until you do, but it cannot be saved again until that field is filled in.
BeyondTrust Privilege Management Cloud version 24.7 or higher