> For the complete documentation index, see [llms.txt](https://docs.elimity.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.elimity.com/reference-manual/v3.41.0/advanced-topics/itsm-integration.md).

# ITSM integration

Elimity Insights allows users to indicate necessary changes in the IAM data, like an AD user that should be deleted. Those change requests are stored by the Elimity Insights server. In addition, you can also integrate with your IT ticketing system by setting up automatic email sending for every new change request.

## Configuring Elimity Insights

By default, the Elimity Insights server does not send out any email when a new change request is created. To enable this feature, set the following configuration option in your `elimity.yml` file:

```yaml
# AccessReviewRequestedChangesEmail
# ----------------------------
#
# Data type: string
#
# Status: Optional
#
# Description: The email address to which notifications should be sent for every change request.
AccessReviewRequestedChangesEmail: example@youritsmsystem.com
```

## Email format

The Elimity Insights server sends out change request emails in a specific format. They all have a subject line of `Elimity / {organisationName}: requested change` or `Elimity / {organisationName}: access review: requested change`; replacing `{organisationName}` with the value you used for the `OrganisationName` configuration option.

Each email only contains a `text/plain` body with the following contents:

```
Source: {sourceName}
{operationInfo}
Change - requested by: {requestedByName} {requestedByEmail}
Change - requested at: {requestedAt}
Change - comment: {comment}
{accessReviewInfo}
Change - reference: {changeUrl}
```

The table below provides additional information about each variable:

<table data-full-width="true"><thead><tr><th>Variable</th><th>Description</th></tr></thead><tbody><tr><td><code>{sourceName}</code></td><td>Name of the source to which the change request applies</td></tr><tr><td><code>{operationInfo}</code></td><td>Additional details about the requested operation</td></tr><tr><td><code>{requestedByName}</code></td><td>Name of the user that requested the change</td></tr><tr><td><code>{requestedByEmail}</code></td><td>Parenthesised email address of the user that requested the change; omitted if not applicable</td></tr><tr><td><code>{requestedAt}</code></td><td>Submission timestamp of the change request</td></tr><tr><td><code>{comment}</code></td><td>Generic comment for the change request</td></tr><tr><td><code>{accessReviewInfo}</code></td><td>Additional details about the change request's associated access review; omitted if not applicable</td></tr><tr><td><code>{changeUrl}</code></td><td>Reference URL for the change request</td></tr></tbody></table>


---

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