Hello team, can we use the Generic Service Desk connector to integrate a generic ITSM so that Sailpoint only receives approved tickets and performs account and access provisioning? Or is there another more suitable path for this case?
I noticed that the documentation only mentions manual provisioning operations. https://documentation.sailpoint.com/connectors/generic_sd/help/
Hi Henrique,
It sounds like you want your ITSM to be the place where users open tickets and the approval workflow is handled, and then SailPoint is how the tickets are provisioned. The Generic Service Desk connector is more meant for creating tickets from SailPoint into your ITSM so that the request can be fulfilled manually.
If you want to have SailPoint provision the access, an approach I have seen before is to have the end of your approval workflow in your ITSM fire off a request to SailPoint by API (create-access-request | SailPoint Developer Community) and then poll it for the result (list-access-request-status | SailPoint Developer Community). Note that this does require some extra work to be sure that you are requesting the right access profile, role, or entitlement (list-access-profiles | SailPoint Developer Community, list-roles | SailPoint Developer Community, list-entitlements | SailPoint Developer Community) which I recommend making dynamic rather than needing to hardcode anything in your ITSM.
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