PAM360

PAM360 is ManageEngine’s enterprise privileged access management solution that helps IT teams conduct privileged access routines.

The PAM360 extension for ServiceDesk Plus enables technicians to initiate privileged access sessions with associated PAM360-managed assets directly from the incident requests.

Role Required: SDAdmin

Benefits:

Access any user device remotely from ServiceDesk Plus and troubleshoot issues.

Reduce logging of similar/repeat incidents.

Maintain worklogs and remote session recordings associated with the request.

Set Up PAM360 Extension

Go to PAM360 and sign in to your account. Then, go to Admin > Integrations > ManageEngine.

In ServiceDesk Plus Cloud, click Enable > Generate and then click Save.

Note: Ensure that the popup blocker and redirects are not turned off in the browser where ServiceDesk Plus is running.

Install the ManageEngine probe from ServiceDesk Plus Cloud onto the server where PAM360 is running. Click here to learn more.

Install the extension from ManageEngine Marketplace. Click here to learn more.

After installation, fill out the following environment variables

pam_authtoken - Enter the generated auth token.
pam_domain - Enter the domain of your PAM360 instance.
- Domain name should include - https://
  - eg: https://4964-ws2022:8282
portal_name - Enter the configured instance name.
is_call_back_added - Do not change the value of this variable.

Go to Setup > Developer Space > Custom Widgets > PAM Integration. Click to configure the installed probe.

Custom menu is visible only in requests that contain assets.

Custom menu is visible for all technicians.

Probes can be installed in Windows Server 2012 or later and in Windows 8 or later.

Start a Privileged Remote Session

After installing PAM360, click More Actions > Privileged Session in the request.

Choose the asset for which the remote session is required and click Initiate Session in the PAM360 Privileged Sessions popup.

Select the Account and Type through which the privileged session will be initiated and click Start.

The timer starts on the bottom right of the screen indicating that the session is being recorded.

Stop a Privileged Remote Session

At the end of the remote session, a Worklog is added into the request with details such as the time spent and a link to the session recording.