Status and Options for Ivanti Neurons ITSM Integration with ControlUp

ControlUp currently offers a native, first-party integration exclusively with ServiceNow for IT service management (ITSM) purposes. This integration provides advanced functionality beyond typical ticket creation: it can update an originally created ticket automatically if the same issue recurs, close the ticket when the issue resolves, and reopen it if the problem reappears, based on configurable recurrence and timing settings. Additionally, this ServiceNow integration is embedded directly into the device overview and specific device details user interface within ControlUp, providing seamless operational visibility.

Other ITSM systems are supported primarily through ControlUp Workflows, which offer integration capabilities with several platforms including Jira Service Desk, Freshservice, Zendesk, TOPdesk, and Halo ITSM, using broad REST-based connectivity. ManageEngine ServiceDesk Plus and its on-premises version also have integration options available behind feature flags. While Jira is integrated for workflows, it does not yet have a native ControlUp integration matching ServiceNow’s level of direct functionality.

Regarding Ivanti Neurons ITSM, there is currently no native or first-party integration with ControlUp. No active development plans or timelines have been announced for such an integration. Ivanti Neurons is also not included in the existing set of ITSM connectors available in ControlUp Workflows. However, users interested in integrating Ivanti Neurons can leverage the Workflows platform’s custom integration feature, which allows interaction with Ivanti’s REST API to build tailored solutions fitting organizational needs. Although this requires some configuration effort, it is the recommended alternative until an official integration is developed.

The ControlUp team has acknowledged requests for additional native ITSM integrations beyond ServiceNow, including Ivanti Neurons and Jira, and has indicated these will be considered for future roadmap development. However, no estimated time of arrival (ETA) is provided at this stage. For now, leveraging the robust Workflows engine with available connectors and custom API integrations offers the best path forward for integrating ITSM systems other than ServiceNow.

For detailed guidance on configuring Workflows, custom integrations, and the native ServiceNow integration, users can refer to ControlUp’s official documentation at https://docs.controlup.com and the ControlUp Academy at https://cuacademy.controlup.com.

Read the entire ‘Status and Options for Ivanti Neurons ITSM Integration with ControlUp’ thread below:

Anyone at ControlUp know if there is any progress on the Ivanti Neurons ITSM integration? We had been told it was in talks between the Developers and Ivanti but haven’t heard anything since and I’ve been asked to chase it.

As far as i know the only ITSM system thats currently integrated with CU is SNOW

Then in Workflows you have JIRA

and then also in Workflows you can create your own “Custom Intergration”

Yeah we know of those, and are looking into Ivanti’s REST API as an alternative, just wondered if there was a “native” / first party integration available such as the one for SNOW

Not that i know of – i would love for Jira to be intergrated like Snow is

Hopefully one of the Desktops Team or Devs can provide some insight

FYI

I don’t think there’s currently any active plans for native integrations like the ServiceNow for any vendors. If anything, its more likely that FreshService would be the first candidate, but tagging

Another option would be workflows. It already has Jira integration. I dont think Ivanti is there, but maybe could be achieved through the custom integration feature. Tagging for visibility

I believe it was raised in one of our meetings with yourselves, but thank you for the guidance. We’re already looking into the ivanti API as an alternative to use via workflows.

Quick correction to the thread. Workflows actually supports more ITSM integrations than came up above. GA today: ServiceNow, Jira Service Desk, Freshservice, Zendesk, TOPdesk, and Halo ITSM (a broad, generic REST-based ITSM connector). ManageEngine ServiceDesk Plus and ManageEngine On-Premises are also available behind feature flags.

Ivanti Neurons isn’t in that list and there’s no native/first-party integration for it, and no active plans to add one right now. Your best bet is still the Workflows custom integration feature to hit Ivanti’s REST API directly.

But we are going to add this integration on our roadmap, I can’t provide any ETA for this but we will add it to our todo list of integrations

Thank you for the updates everyone, we’ll take a further look into the API alternatives for a custom integration that we can use instead. Thank you again.

Please note that the ControlUp for Desktops ServiceNow integration is different than the workflows integrations. That native integration will out of the box update the originally created ticket when the same issue occurs, auto close when the issue stops, and reopen when it reoccurs based on recurrence and timing settings. It also integrates into the device overview and specific device details UI. With that said, you can get pretty close to a similar experience using workflows and dashboards.

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