Duplicate tickets with SDIM integration

Identity Security Cloud (ISC) ISC Discussion and Questions
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Hi All,

We are using SailPoint ISC integrated with ServiceNow SaaS, utilizing all three connectors: Governance, Catalogue, and ServiceDesk.

Issue: When a user is terminated, the SDIM integration is generating duplicate REQ and RITM entries not after any interval, it is creating on same time, if the user has multiple disconnected applications assigned.

Details:
ServiceDesk integration is set up in our tenant to manage and create tickets for disconnected sources. The Remove All Access feature is enabled only during the Terminate Lifecycle state. We have not added any sources to disable accounts, and our expectation is that only one termination ticket should be created for disconnected sources. However, multiple REQ and RITM entries are being generated for disconnected applications.

However, SDIM integration is working fine while raising the access request for disconnected application

Anyone one can suggest the reason?

Thanks,

Shweta

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We have the same issue and support is struggling to replicate and is pointing all other directions like its because of your rule etc. and avoid to offer fix or root cause.

I recommend open a support ticket so they know there are more out there and in parallel, also try to create a new SDIM instance and move only few sources to the new instance and test it. it might work. In our case, SDIM is creating a ticket every time the identity is refreshed/processed.

1 Like
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@Shweta23jan Is it multiple/duplicate REQ and RITM for one disconnected application or one REQ for each disconnected application that is getting created ?

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thank you, for response, 1 REQ for each disconnected source and under that multiple RITM for both application

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Hello @Shweta23jan, so, the requirement is to create one ticket (1 Req and 1 RITM) for all the disconnected application that user has? Also, multiple RITMs under each req is getting created for each access?? can you check the RITMs, if no of RITMs are equal to number of access that user has on that application/source?

I would suggest you check with ServiceNow team on how the ticket creation template is being configured. Can they configure it to have only one RITM per Req?

Also, on SailPoint perspective, once try adding the source to disable account list and see if the same issue occurs

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Thank you for Response @ThejaC we would expect 1 req multiple RITM. Same as disconnected roles assign to the user. Just wanted to add on we have change the connector from Saas to Direct and seems its working as expected