ObserveIT’s session recording system can now be integrated with an IT ticketing system.
Watch our demo here:
The benefits of this integration include:
- enforcement of segregation of duties
- limiting admin access to servers for a specific purpose
- linking tickets to the video recording of the server session which addressed the ticket
Here’s how it works: when an admin attempts to log in to a server, the admin is asked to enter the ticket number referencing the reason the current access is required. ObserveIT verifies that the ticket number is valid before allowing the admin to proceed. After the session is complete, ObserveIT automatically saves a number of details into the ticket itself (e.g., the actual user’s name besides the generic system admin login account and the server which was accessed) plus a direct link to the video recording of the particular session in which the user addressed the ticket.
Companies will implement this approach to limit server access to administrators and remote vendors who are in possession of a specific ticket number for which access to the server is required. Additionally, having the direct video link within the ticket itself allows faster and easier auditing of the exact actions performed by administrators in connection with a particular ticket.