Enhancement: ServiceNow Service Catalog for Identity Security Cloud v5.1

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Description

We’re pleased to announce an exciting new release for the ServiceNow Service Catalog connector for Identity Security Cloud (v5.1). This update enhances flexibility, improves usability, and expands functionality to better support your ServiceNow integration.

Enhancement Details

  • Add custom questionnaires to the request access flow, and use collected data for approval decisions, audits, or as metadata in ISC.
  • Configure search filter dropdowns with customizable filter options for faster, more efficient searches.
  • Improved information display for users with multiple accounts — both Account ID and Account Name are now visible.
  • Extended revoke functionality to include Entitlements, in addition to Roles, for users with multiple accounts.
  • Within Approval Flexibility, custom ServiceNow scripts can now skip approval by returning “no users.”
  • The Certification widget now supports custom pop-ups to display additional details.
  • Added logic to check for duplicate requests when a prior RITM is still in progress.

Additional Resources

3 Likes
2

Can we customize the ServiceNow catalog forms to capture additional attributes during access requests?

Can we modify the default request and approval screens in ServiceNow to display SailPoint-specific metadata?

Can we have custom field on the request page to display the current access that user have on the particular account?

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Hi Abhishek,

Yes, you can definitely customize the form to capture additional attributes.

Regarding your other requests, I’m not entirely clear on what you’re asking. Could you please submit them as “Idea” requests? This helps us track and prioritize feature enhancements.

Also, I’d be happy to set up a call with you through your Customer Success Manager (CSM) to discuss your needs in more detail and refine a solution.

4

Hi Kamlesh,
We are seeing the issue in our environment where the custom questionnaire is not visible even after following the document. Could you please help us here

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Hi Rakesh,

I recommend reaching out to our support team. They will be able to provide you with the best guidance on this.

6

Hi Kamesh,

We have already reached out, and interestingly, this issue is occurring on almost three projects that I checked. The CSM has suggested using expert services, but this doesn’t seem reasonable since it is OOTB functionality provided by SailPoint, and nothing appears to be working.

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Hi Rakesh,

I haven’t come across any such case reported due to product. Please feel to schedule a call with me through your CSM.

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Hi Kamesh,
Thank you so much let me talk to CSM and have a call scheduled with you.

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@Kamesht

Can we configure the questionnaires for the a set of access profiles. for example: access profiles that starts with “Oracle“?

It is mentioned in the document that we can do for specific access object. So should we create a separate rule with the access profile name as “Access Object Name“ and then rule gets automatically mapped to the access profiles OOTB??

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Chandra,

For the first part of your question, No.

For the second part, yes.

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Rakesh,

To close the loop here, as discussed the issue is localized to your environment.

Please raise further issues if any with support or CSM.

1 Like
12

Thankyou! @Kamesht

we noticed that the questionaries response we collect in the form is sent to SailPoint as string value.

The OOTB behavior we noticed is the response from custom questionnaire are collected as additional information and sent in this format.

This requires some serviceNow developer effort to customize this and to send the data in json map or atleast as list.

“clientMetadata”:{

    "additionalInformation": "\[{\\"question\\":\\"Select request type\\",\\"response\\":\\"Customer Service\\",\\"mandatory\\":true},{\\"question\\":\\"Role\\",\\"response\\":\\"ACD Representative\\",\\"mandatory\\":false},{\\"question\\":\\"Users\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false},{\\"question\\":\\"Manager\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false},{\\"question\\":\\"Supervisor\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false},{\\"question\\":\\"Team Lead\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false},{\\"question\\":\\"Overall Lead\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false},{\\"question\\":\\"Environment\\",\\"response\\":\\"Dev\\",\\"mandatory\\":false},{\\"question\\":\\"Division\\",\\"response\\":\\"ANZ\\",\\"mandatory\\":false},{\\"question\\":\\"Site\\",\\"response\\":\\"Brampton\\",\\"mandatory\\":false},{\\"question\\":\\"Level\\",\\"response\\":\\"Agent\\",\\"mandatory\\":false},{\\"question\\":\\"Function\\",\\"response\\":\\"Application Engineering\\",\\"mandatory\\":false},{\\"question\\":\\"Workspace\\",\\"response\\":\\"Customer Service Workspace\\",\\"mandatory\\":false},{\\"question\\":\\"Preferred Queue\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false},{\\"question\\":\\"Other Queue\\",\\"response\\":\\"Test User1\\",\\"mandatory\\":false}\]",

    "origin": "ServiceNow Service Catalog Integration",

    "snowRITM": "RITM0036624"

}
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We are also seeing the same issue with one of our customers. We are able to add the questions but it is not visible.