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About Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is an IT-service-management platform. Connecting it to Serval lets you build workflows that read and write Ivanti business objects (incidents, service requests, changes, problems, tasks, and custom objects) through Ivanti’s OData REST API.

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What the Ivanti Neurons for ITSM integration enables

CapabilityDescription
Automation workflowsTrigger automated processes that query, create, and update Ivanti business objects
API accessMake authenticated calls to the Ivanti OData/REST API from Serval workflows
This integration connects Serval to the Ivanti API for workflow automation. Bidirectional ticket sync is not part of this integration.

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Ivanti configuration (in Ivanti)

You authenticate Serval with an Ivanti API Key (the Reference ID of a REST API Key). The key is tied to the tenant, is static, and does not expire.
1

Create a REST API group (first time only)

In the Ivanti Configuration Console, go to Security Controls → API Keys.If you have never used REST API keys on this tenant, create a group for REST API access first. If a group already exists, skip to the next step.
2

Create a REST API Key

  1. Click Add API Key. The New API Key page opens.
  2. The Reference ID field is auto-generated — this value is the API Key you will paste into Serval.
  3. (Optional) Restrict the key to specific source IPs by clicking Add New IP and entering the address. If you do this, the key only works for requests from those IPs.
  4. Save the key.
A REST API Key only works for the tenant it was created on — a key from one tenant cannot authorize calls to another. If you later see a “not authorized” error, confirm the key belongs to this tenant (and that the request comes from an allowed IP, if you set IP restrictions).
3

Confirm the service account's permissions

The API Key inherits the permissions of the account/role it is associated with. Make sure that account can read and modify the business objects (incidents, service requests, etc.) your workflows will use.

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Serval configuration

  1. In Serval navigate to Apps → Available → Ivanti ITSM → Connect.
  2. Complete the form:
    FieldValue
    Tenant URLYour Ivanti tenant host, without https:// or any path. For https://company.ivanticloud.com enter company.ivanticloud.com.
    API KeyThe Reference ID from the REST API Key you created above.
  3. Click Save.
Serval sends the key on each request as Authorization: rest_api_key={Reference ID}; you do not need to format the header yourself. Once connected, Serval can query and update Ivanti business objects according to the permissions of the account behind the API Key.

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Troubleshooting

  • Confirm the API Key (Reference ID) was created on the same tenant you entered as the Tenant URL.
  • If you added IP restrictions to the key, make sure Serval’s egress IPs are allowed.
  • Confirm the key is still active in Security Controls → API Keys.
  • Make sure the Tenant URL is a host only — no https://, no /api/... path, no trailing slash. For example company.ivanticloud.com.
  • The tenant host must be an Ivanti Cloud (*.ivanticloud.com) address.
The account behind the API Key does not have write permission on that business object. Update the account’s role in Ivanti to grant the needed access.