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.
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Service Desk Related Training & Support Archives
Service Desk training and support-related archives from inside the ControlUp Community on Slack.
Utilizing Jira Service Desk integration and obtaining user information from alert events in ControlUp
Several users discussed successfully using the Jira Service Desk integration in a workflow, with specific fields being required in the Jira ticket. Suggestions were offered on which endpoint to use and a payload example was provided. A user also asked about obtaining UPN or employee information from an alert event. It was suggested to use a list device node. The original post included JSON and a URL to ControlUp Academy.
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Help Desk Tips and Tricks with ControlUp Products
A user asked for help with scripts to assist their Help Desk staff, mentioning that they use Microsoft Intune in their Microsoft shop. Another user replied with suggestions for scripts that can automate tasks such as clearing cache and repairing Office. Another user shared two stories about using their ControlUp products to improve their support process and provide a better experience for customers. The community is encouraged to share their own tips and experiences.
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Improving Granularity in Script Access with DEX RBAC and Platform Tagging
Multiple users shared their struggles in effectively organizing script access, with one suggesting the use of DEX RBAC and the new platform tagging system to improve granularity. The ControlUp team will discuss this internally.
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ControlUp’s Expansion Plans – Integrating with Other IT Towers and Services
ControlUp is looking to expand their capabilities to support other IT towers such as SD, RDS, and SCCM. There is a request for Jira integration and a suggestion to open a uservoice for SD. A user shares that they are experimenting with n8n as an intermediary between ControlUp and other systems. The possibility of passing data from n8n to an openai ai agent is mentioned. Another user suggests using a plugin on ServiceNow ticket page for troubleshooting and a ControlUp Enrich integration is discussed. The potential for customization through ControlUp's open API is also mentioned.
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Improving User Experience on ControlUp Insights
A discussion about admin and service desk user experience for CU Insights took place, with some users mentioning issues with browser performance. Some recommended trying the new reports in Solve, while others suggested that Insights was moving towards a new service for better usability. The timestamp feature was also discussed, with some users asking for it to be made more visible for easier use. It was also mentioned that an API endpoint for start/stop/active/idle/disconnect/reconnect times is in the works for common questions. The timestamp feature can be found on the Insights platform by clicking on the Show/Hide icon. The timestamp can also be displayed by default by clicking on the same icon.
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Accessing Service Desk with ControlUp Solve
A user asked about accessing the service desk with unique accounts - you can add them to Solve, though the security policy for the legacy console still applies. There is a feature to add ControlUp users from Solve, which can be found in the documentation at https://support.controlup.com/docs/add-controlup-users-from-solve.
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How to add new users to ControlUp Real Time DX?
A user asked a question about adding users to a ControlUp setup, with the question of whether it needs to be done via the Login Setup screen in version 8.7 or if it can be done through adding people to an AD group. In order to do this, users need to be added manually. However, ControlUp is working on enhancing its Solve/SAML integration, which will enable new users to be auto created as needed. This would be done with the new DEX platform/login when configured to use SAML. ControlUp will keep @member updated on its progress with the DEX platform.
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How to Start a Stopped Service only via ControlUp Trigger?
A user asked if the Start Stopped Services script could be set up to only start the service upon a trigger. The user wanted to use built in features and community scripts and confirmed that Windows Services Monitoring is necessary for this to properly work. A sneak peek was shared - a beta for service monitoring was to be released likely in March 2021.
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