Generic service desk integration - Ticket creation

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hello all,

We are currently working on the Generic Service Desk integration for the ITSM system. We are getting proper values for the ticket creation fields, except for ‘Requested For.’ Can someone help me understand how to configure the ‘Requested For’ and ‘Opened By’ values? I tried using default values ($!{plan.arguments.requested_for} and $!{plan.arguments.opened_by}).

Thanks!

2

Hi Priyanka,

These values are populated with the account IDs of the accounts on the “Requester Source” for the requester/target identity. Have you ensured that you have an account source setup for your ITSM system and that this source is mapped on the integration? From there have you ensured your test users have accounts on this source?

Best,
Chris

3

Hi @chris-hogan,

That is true.We have not onboarded ITSM system as requested source in IDnow.I think we need to have it present in IDnow. Thanks for the solution.