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Ivanti Service Manager (ISM), powered by HEAT, is the most affordable, flexible, and complete cloud-optimized ITSM solution available today. Ivanti ISM allows you to automate workflows, eliminating costly manual processes while making your business more efficient, compliant, and secure.

Whether you’re looking for an IT help desk and support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Service Manager (ISM) solution can easily scale and adapt to meet your specific business needs.

Ivanti ISM Workshop Series Index

In this section we assume have installed Xtraction and would like to configure Ivanti Service Manager (ISM) in your Xtraction Application. The following workshop will detail the procedures you will need to follow to accomplish this goal.

What is Xtraction?

  • Xtraction is a web-based application that provides the ability for a user to create dashboards, documents and reports for Ivanti (and other) applications.

  • Dashboards, documents, and reports can display information from several applications at one-time and in real-time.

  • Xtraction requires very little overhead.

Using Xtraction with ISM

  • Configuring the data model

  • Configure Xtraction settings

  • View imported ISM dashboards

  • Create a new dashboard

  • Schedule a Report utilizing the created Dashboard

Setting up the ISM Integration

Configure the Data Model

The following steps are used to configure the data model:

1.) Map the Xtraction database accounts to your ISM database

  • On your SQL server map your Xtraction_RO user to your ISM database (typically HEATSM) with db_datareader permissions.

2.) Download and Prepare the XtractionConnector –

  • Download the XtractionConnector – package from Ivanti and place on your Xtraction server desktop and unzip.

  • Open the connector package and copy the Ivanti (combined).dat file to the following location: C:\Program Files (x86)\Xtraction Software\Xtraction\data\Configuration

3.) Enable the Ivanti Service Manager data Source

  • Open the Xtraction data model editor from the server application menu

  • Select File >> Open>> Browse to the Location of the Ivanti (Combined).dat file and open it

  • Expand Data Model >> Data Sources

  • Double-click on Ivanti Service Manager and check the active box

  • Select OK

4.) Configure the connection string

  • Select Tools >> Connection String Editor

  • Scroll down to Ivanti Service Manager and click on the connection space to the right

  • Click on and fill in the information for the server, database, user ID, and password (for SQL authentication) or check the Integrated Security box.

  • Test and OK

  • OK again

5.) Configure the URLs

  • Select Tools >> Connection String Editor

  • Scroll Down to the entries for Ivanti Service Manager

  • Replace the Default server name with the name of your ISM server in each Ivanti Service Management Entry

  • OK

6.) Save the Configuration File

  • Select File >> Save

  • Select File >> Exit

  • Navigate to your installation directory C:\Program Files (x86)\Xtraction Software\Xtraction\data\Configuration

  • Rename the file datamodel.dat to datamodelold.dat

  • Rename the file Ivanti (Combined).dat to datamodel.dat

  • From this point forward whenever you use the Xtraction data model editor you will open the datamodel.dat file for configuration changes.

Rename the configuration files

Configure the Xtraction settings

The following steps are used to configure the Xtraction settings.

  • Open the Xtraction settings application

  • Select the Features Tab

  • In the “Import Out of the Box Content Section Select Append

  • Click on the … and navigate to the Connector Folder (previously downloaded)

  • Select the “Ivanti Service Manager” folder, open and import. You may append additional connectors if desired one at time. Note that I have also added the Ivanti Endpoint Manager connection for this demonstration. • Select OK to save and exit

Viewing the Imported ISM dashboards

• Open Xtraction

• Select the Features Tab

• Expand Shared Folders

• Expand Ivanti Serviced Manager

• Here you will note the sub-folders for Change Management, Financial Transactions, Incident Management, Problem Management, Service Request, and Surveys.

Note: You may wish to examine each of these by clicking on them, to determine the applicability to your organization.

Copying a dashboard (use copy to create a new dashboard that is similar to an existing dashboard)

  • Select the dashboard Designer >> File >> Open >> Open a dashboard

  • Select the edit icon on the extreme right of the dashboard

  • Select File >> Save As (Copy) and provide a new name for your copied dashboard

Opening and saving a dashboard

Deleting a dashboard (removing dashboards that are not needed)

  • You can delete unneeded dashboards if desired by selecting the dashboard icon >> tools >> folders

  • Navigate to the desired report to delete and right-click for the options available

Deleting a dashboard

Create a new dashboard

The following steps are used to create a new dashboard.

  • Open Xtraction

  • Select the dashboard icon on the left side of the application

  • Select the File New, enter a Title, select a layout, and OK.

  • Select the data Source. Ivanti Service Management >> Incidents

  • Select List Components >> Record list and drag to the dashboard section desired

  • Select a new data source … Ivanti Endpoint Manager >> Computers

  • Select List Components >> Record List and drag to the dashboard section desired

  • For each section, you can use the corresponding “i” on the right of the screen to edit parameters such as title, sort order, and filter

  • Save the dashboard … File >> Save >> Select the desired folder >> OK

Schedule a report utilizing the created dashboard

The following steps are used to schedule a report utilizing the created dashboard:

  • Open Xtraction

  • Select the home icon on the left side of the application

  • Select the calendar icon on the right side of the dashboard title.

  • In the Options tab you may: – Edit the Scheduled Task name as desired – Select the desired format. We will use PDF

In the delivery tab, you may choose where you wish to deliver the report. Here we will send to a folder, use the report filename, and append a date stamp.

  • Select Ok

  • Select the scheduled tasks icon from the toolbar on the left side

  • To test we will right-click on the scheduled task and choose “Run Task”

  • Refresh the scheduled task screen and note the history section will update when the task is complete (this may take several minutes)

  • Open the Folder defined in the export to verify the report


We hope you have enjoyed the presentation and look forward to working with you. If you have comments or questions, feel free to send us a message!

Ivanti ISM Workshop Series Index


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