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CA Privileged Access Manager - 2.8.3
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Integrate with Your Service Desk Solution

Last update January 18, 2017

As a system administrator, you configure CA Privileged Access Manager to provision privileged account access to your service desk solution. CA Privileged Access Manager uses CA Normalized Integration Management behind the scenes to integrate with third-party help desk solutions.

Password View and Update

CA Privileged Access Manager administrators create Password View Polices to apply to Accounts. The Password View Policy can use a Service Desk Integration to validate access with a service desk ticket number. When users request to view the password of a privileged help desk account, they provide a ticket number for validation. The following IT Service Management products have password update or view capabilities:

  • BMC Remedy version 8.1
  • CA Service Desk Manager r12.6, r12.7, r12.9, and r14.1
  • HP Service Manager version 9.32
  • ServiceNow Eureka, Fuji, and Geneva versions
  • Salesforce Service Cloud Winter 2015 release (supports password viewing, but not updating)

Auto-Connect Access

Credential Manager Workflow can be applied to user access by applying a Password View Policy to the privileged user account. The Password View Policy can use a Service Desk Integration to validate access with a service desk ticket number.

CA Normalized Integration Management

CA Privileged Access Manager includes a pre-existing Device, two Applications, and two Accounts for CA Normalized Integration Management (CA NIM). The Device is a Target Server for CA Normalized Integration Management. The Device displays on the Manage Devices page, but cannot be edited. CA NIM works behind the scenes without need for user intervention. You have two CA Normalized Integration Management applications and accounts: one for User Management, one for Service Management.

Before you proceed, change the passwords for the two Accounts, both named "nimadmin," from their default passwords.

Follow these steps:

  1. Log in to the CA Privileged Access Manager Credential Manager by selecting Manage Passwords from the Policy menu.
  2. Select Accounts from the Targets menu.
  3. Click the nimadmin Account Name for the CA Normalized Integration Management for Service Management application.
  4. Enter a new password in the Password field, select Update both the Password Authority Server and the target, and click Save.  
    A message displays: "The account was saved successfully."
  5. Repeat this procedure for the nimadmin Account for the CA Normalized Integration Management for User Management application.

Navigate to your service desk solution for its specific integration procedures:

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