Identity Security Cloud with ServiceNow Service Catalog provision/ status check

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hello Everyone,

I have installed Identity Security Cloud with ServiceNow Service Catalog in our dev environment.

When it comes to approval flow, I have selected None as per below document during configuration setup.

Configuring Approval Flow

The issue when I submit a request from ServiceNow, the request will get triggered in Identitynow. But the provision status check happens after 24 hours and then servicenow ticket gets updated.

Example:- If my request in IdentityNow got closed today, my servicenow ticket will get closed after 24 hours.

How to reduce the time for provision status/ request status check from 24 hours to 1 hours and get those updated in Servicenow ticket?

I am pretty sure that there should be some option in SNOW, but I am unable to find that.

Can anyone help me with this? Thanks!

2

Hello and welcome,

2 questions:
Is the ticket in ServiceNow going to a fulfillment team to complete or is this an automated closing?

How often are you aggregating ServiceNow source?

3

Is the ticket in ServiceNow going to a fulfillment team to complete or is this an automated closing? - Automated.

How often are you aggregating ServiceNow source? - This is a catalog connector which is installed in servicenow - Integrating Identity Security Cloud with ServiceNow Service Catalog.

I am not able to understand your question on aggregation. Could you please provide more details?

4

Hello @Bhat1999 ,

You can change the timer to check the status of the request using following link.

Configure Status Pooling Timer

5

Just be aware of ServiceNows workflow activity execution limit of 100 per workflow context.

If you put the sync timer as low as every 15 minutes, it will take just over 24 hours to hit that limit. There are times where provisioning requests get stuck in their source system (like an SAP GRC request that triggers an SoD rule) and you need to be aware of that before reducing the sync time to under an hour.