How to kick off multiple SNOW tickets per a single access request.
We are utilizing the ServiceNow ServiceDesk/Catalog Integration tool for Access Requests. We are looking for ways to create a manual task in ServiceNow (SCTASK) for manual provisioning without having to build a “fake” source and entitlement. This also pertains to software that needs “manual” installation/configuration by our desktop engineers.
For Example:
In ServiceNow, User requests Active Directory(connected to ISC) access profile, ACME Inventory.
1 Approved by direct manager → SysAdmin needs ticket to manually setup user in ACME Inventory application–> Desktop Services team Needs ticket to configure workstation → Once all is completed, ISC automatically provisions the AD account with the ACME Inventory entitlement from AD
Current thought process:
We are looking at creating a fake source for the disconnected system to get the ticket and add the SSO group using a role. And another source for the software that requires manual intervention by our desktop team for device configuration. This software source would hold a list of requestable entitlements for each piece of software that needs to be configured by the desktop team so a SCTask can be sent to them for them to work.
Seems like there has to be a much easier and more efficient way to accomplish this.
I think a workflow would suit your use case much better.
I would use the provisioning completed trigger to accomplish this. When the original entitlement is requested and added, this workflow will kick off and you can use the out of the box Manage ServiceNow Ticket action to spawn as many tickets needed.
To fulfill the requirement of creating the AD account only after everything is completed, you could add a serial loop that polls the ticket status and waits for it to be completed, once it is complete, it will request the AD account access.
Hope this helps and let me know if you have any questions on the approach.
FYI, the manage servicenow ticket action in workflows can only create incidents. OP asked for a sc_task which is typically linked to a requested item (sc_req_item) record. RITMs are created via service catalog requests
Ah, thanks for the clarification Mark. Could we not do an HTTP Request to SNOW to create that service catalog item instead? Seems like it’s much easier to do that then have a dummy entitlement source for non-access related configuration.
@Dianna_Hutchcroft a dummy source might be the best approach given the current limitations. To my knowledge (and @Kamesht or @gabrielle-comeau please correct me if I’m wrong), the current catalog integration does not have a concept of a “task engine” where you can create definitions tied to specific entitlements where the workflow would create catalog tasks tied to the sc_req_item record generated.
@trettkowski the only concern I have about the workflow method creating tickets (even via http request) is how you manage scaling out that solution when you inevitably have more use cases to create tickets in certain scenarios.
In the past, I messed around with my own custom workflow that had the ability to read “task definitions” tied to catalog items or entitlements that would generate sc_task records conditionally, and also could happen before/after ISC provisioning was supposed to take place in that workflow.
So it’s definitely possible, you’d likely just have to build it assuming it doesn’t already exist in the product.
This is what I was afraid of. LOL. We have alot of these coming down the pike and its alot of work to setup and maintain these so I’m definitely going to submit an idea for this.
I appreciate you and @trettkowski responding so quickly.