Wondering how to get started on the road to integrating Novell Identity Manager with Help Desk solutions like Heat or Remedy? Often, the requirements are not around provisioning, since Help Desk solutions provide native support for AD or LDAP. The requirements are more from an operational perspective, i.e. how can we provide alignment with business processes.
For example, when a new employee is being hired, maybe we want the automatic creation of a Trouble Ticket which is considered a manual task to provision the new employee with a laptop, a cell phone, etc. Many organizations work like that today, using Help Desk to track manual tasks.
So when one is deploying Novell Identity Manager, more specifically the workflow engine that is part of Role Based Provisioning Module, wouldn’t it be nice to create or update Help Desk tickets as part of the workflow? Or use an IDM driver to take care of that?
One of the most interesting ways to build integration is to use Web Services. Below I will provide an overview of the steps required for Heat.
Image 1: Heat Messaging Center which allows the creation of Web Service calls.
Image 2: Creation/Modification of a Web Service.
Image 3: Clicking the URL link starts a browser session for a page that allows to either test the service, or access the Service Description.
Image 4: Testing the service.
Image 5: Service Description (WSDL file)
Image 6: Designer and the Workflow palette.
Image 7: Drag and drop an Integration Activity on the workflow diagram.
Image 8: Provide the path and file (WSDL file).
Image 9: After import of WSDL, Service and supported operations are available.
Image 10: Data Mapping(Input and Output) can be now tied to workflow variables. Workflow variables can contain the content of request form input fields, retrieve vault attributes, workflow attributes (e.g. recipient), etc.
Now one can just follow the typical rules for assembling a workflow, and the integration can be aligned with the business requirements.
The procedure would be similar with Remedy, or other Help Desk software that support Web Services.
Image 11: Remedy interface for configuring Web Services.
You can download a WSDL file created with Heat below. Useful if you don’t have access to Heat but would like to test importing into Integration Activity.
Disclaimer: As with everything else at NetIQ Cool Solutions, this content is definitely not supported by NetIQ, so Customer Support will not be able to help you if it has any adverse effect on your environment. It just worked for at least one person, and perhaps it will be useful for you too. Be sure to test in a non-production environment.