How to generate ServiceNow ticket when revoking request via certification

Identity Security Cloud (ISC) ISC Discussion and Questions
1

Hi Team,

We are managing all disconnected applications via ServiceNow. When we generate certification campaign and revoking request for any disconnected application, serviceNow ticket is not generating. Could someone please suggest do we need to update any script in service desk integration. Also, if we are raising a access request for any disconnected application manually SNOW ticket is generation.

Thanks in Advance
Mane

2

Hey Mane, are there any clues in events? If IDN tries to create a ticket in a service desk (SNOW/Jira) and it fails for some reason, that event should have the response from the API.

I’m not sure if SNOW has some specific settings for revoking access tickets but at least for Jira, it’s the same process as creating a ticket for granting access, just the description of the ticket changes depending on the operation (grant/revoke/enable/disable etc). By that logic, creating a ticket for revoking access should work if you can create a ticket for granting access.

If it’s not even trying to create a ticket, is it creating manual tasks inside IDN? These should be assigned to the source owner and visible from the dashboard.

Also perhaps a dumb question but worth exploring all steps - is the campaign signed off by reviewers and “complete”?