Disconnected Application via ServiceNow ticket - Query on Closed Loop Verification

IdentityIQ (IIQ) IIQ Discussion and Questions
1

Hi All,

We have integrated SailPoint IdentityIQ (IIQ v8.4 p2) with ServiceNow ServiceDesk so that a ticket is created for all disconnected application provisioning operations.

I have a few questions regarding the closed-loop verification process:

Current Flow

  • When an entitlement for a disconnected application is requested, a ticket is created in ServiceNow.

  • The application team updates the ticket status to “Closed Complete.”

  • After running the “Perform Maintenance” task, the provisioning moves to the Committed state.

  • After running the “Perform Identity Request Maintenance” task, the provisioning moves to the Finished state and the overall request is marked as completed.

Issue Observed

  • It is not verifying the updated CSV file entries via account aggregation to confirm whether the entitlement has actually been assigned by the application team.

  • Additionally, as per the referenced documentation, we are not seeing the question mark (?) in the Account Name field under the Accounts tab.

Clarification Needed

  • How can we configure the disconnected application (including nativeIdentity, Provisioning Policy, and Schema) so that:

    • Closed-loop verification works correctly by validating updates from the CSV file via account aggregation.

    • The behavior aligns with the documentation (including the expected “?” indicator in account attributes).

Kindly provide guidance or best practices for configuring disconnected applications to achieve the expected behavior.

Thanks,
Vasanthi

2

@vasanthikatagouni1218 Check your LCM Provisioning workflow, if optimisticProvisioning is set to true, this behavior is expected. Once a work item is marked completed, SailPoint immediately adds or removes entitlements on the account without waiting for aggregation. Later, when the Perform Identity Request Maintenance task runs, it sees the link object as already updated and marks the request as completed.

For proper request verification, set optimisticProvisioning to false

Not sure about ? in accounts. can you share the document you are referring.

3

ServiceNow Service Desk - Closed Loop.docx (678.1 KB)

Hi @SivaprakashRNTBCI Thanks for your reply. optimisticProvisioning is false. In disconnected application we used connector “SQLLoader” and Get SQL Object Query is empty. I have uploaded the doc. If you have created a disconnected application for creating ServiceNow tickets for provisioning operations what steps do you follow? Is the expected behavior according to the uploaded document?

4

@vasanthikatagouni1218 I haven’t worked on this type of integration, and the issue does not appear to be related to the Get SQL Object Query.

Could you please check the value mapped to “closed_complete” in the statusMap of the ServiceNow Service Desk app XML? Is it set to Committed or Finished?