Find ServiceNow RITM number in the Search

[LEOS (Leo Soulard)]

Hello guys,

We are currently implementing the Service Catalog Module with the SDIM for a Customer, however, we are not able to see any ticket number in the Search > Account Activities.

We tried to add, as referred to the SailPoint documentation, the following field :
→ Name =track_ritm
→ Value =true

But nothing happened when we sent an access request from ServiceNow ESC to SailPoint ISC.

Is something need to be configured inside ServiceNow to get back the RITM inside ISC ?

Also, Is it mandatory that SailPoint create the incident ticket to make it visible inside the Search view ?

Thanks for the help,
Léo

[mcheek (Mark Cheek)]

Typically I would expect to see ticket number in that view.

Check your SDIM configuration and ensure in the advanced properties that the response element has the correct value for tracking the RITM

[jdnyt (James Dryfoos)]

When you click on the “IdentityNow” green check mark under “Overview” does it not then show you either the REQ or RITM?

[LEOS (Leo Soulard)]

I have nothing on my side :

[LEOS (Leo Soulard)]

Thanks for your reply, Mark !

As you can see, I have already configured this element by following the SailPoint documentation :

And the Settings about SDIM :

But nothing happened too

[pavya (pravin Dhamdhere)]

Hi @LEOS ,
accountRequests.result.ticketId:AND sources:
using this query in search you can see Access request with ticket.(Change query according to your requirement)

Thank you.

[LEOS (Leo Soulard)]

Hi @pavya,

Thanks for your reply,

Is this feature only working when we create a new manual task (Delimited File) ?

Or we can also use it when we request an access through the SailPoint Access Request in ServiceNow ESC for connected / direct sources ?

ServiceNow ESC :

Thank you

[pavya (pravin Dhamdhere)]

Hi @LEOS ,
This feature works when you use SDIM for delimited file source/ any direct source and request an access using sailpoint ISC.

[mcheek (Mark Cheek)]

@LEOS

Thanks for your reply, Mark !

As you can see, I have already configured this element by following the SailPoint documentation :

You say that, but I’m seeing an inconsistency.

You said that in your config, you’re tracking the RITM.

Seeing that, I suggested you set your response element value to be what the documentation says it should be for tracking the RITM, which would be $.result.items

Seeing the screenshot of your config, I can see that you have it set to track the REQ, not the RITM due to the response element value being $.result.request_number

[LEOS (Leo Soulard)]

I tested with both (REQUEST and RITM), but I still see nothing appear inside the Access Request

I going to retry with the correct configuration:

Settings :

Configure :

Asking the access profile in ServiceNow ESC :

The result in the Search view :

Did I do something wrong during the configuration ?

Maybe an additional configuration need to be done inside ServiceNow ?

Maybe this feature only works when asking directly on SailPoint Request Center and not by using ServiceNow ?

Thanks a lot !

[mcheek (Mark Cheek)]

Your ticket type says Incident, not Service Request. Try changing that

[LEOS (Leo Soulard)]

Hello Mark,

I just delete the old configuration and configured it again.
It works now !

Thanks for your help