IDN - SNOW Service Desk Integration

Identity Security Cloud (ISC) ISC Discussion and Questions
1

Hi Team,

We have a requirement to create multiple SNOW tickets (assigned to different assignment groups) at a time during the leaver process for a single source.

We use OOTB SailPoint Service Desk plugin in SNOW end.

Could you please help us with your suggestions ?

** Please Note:**
The ticket creation is expected to happen only during the leaver process.

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2

Thanks for posting this question! We will take a look and return to provide input.

3

We have created a unique source for each assignment group based on discussions with SailPoint. This leads to a lot of integrations but the only other option I was aware of was to have SNOW route the tickets to the correct assignment group. I’d be interested in hearing what other options SP can provide for this use case!

4

Hi Prashanth,

In order to pass assignement_group information to ServiceNow API, you need to add assignement_group in the Integration application using service-desk-integration API. You can build value using velocity template.
The plan has application information. You can build logic and based on application set appropriate assignment group.

e.g.
“assignment_group” : “#set ( $index = $request.resource.indexOf(’ [’))#set ( $sourcename = $request.resource.substring(0,$index))#if($sourcename == 'Test App Name ')#set ( $group = ‘SB IT Security’)$group # end”

Thanks
Ajit

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