Integrate with Your Service Desk Solution

As a system administrator, you can configure to provision privileged account access to your service desk solution. 
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As a system administrator, you can configure
Privileged Access Manager
to provision privileged account access to your service desk solution. 
Password View and Update
Administrators create password view policies for target service desk accounts. The policy can dictate the interaction between a user password request and the application. When a user asks to view a privileged account password, the service desk application prompts for a service desk ticket number. The application uses the ticket number to validate the user.
The following IT service management products have password update or view capabilities:
  • BMC Remedy version 8.1 and 9.1
  • CA Service Desk Manager r14.1 and r17.0
  • HP Service Manager version 9.32 and 9.41
  • ServiceNow Jakarta and Istanbul
  • Salesforce Service Cloud Winter 2015 release (supports password viewing, but not updating)
Auto-Connect to an Application
To log in automatically to the service desk application, configure a password view policy to the privileged user account. This policy can use a service desk ticket number to connect automatically to the application.
Service Desk Logs
If you have to troubleshoot your service desk integration, you can download CA NIM logs. Use this option only with the aid of CA Support. For more information, see Configure Diagnostic Logs. 
Integration Instructions for Service Desk Solutions
Select your service desk application from the following list for specific integration procedures: