# ITSM Generic Configuration

**URL:** <https://developer.sailpoint.com/discuss/t/itsm-generic-configuration/173488>\
**Category:** SHF Discussion and Questions\
**Tags:** identity-security-cloud\
**Created:** [August 26, 2025, 8:34am UTC](https://developer.sailpoint.com/discuss/t/itsm-generic-configuration/173488 "2025-08-26T08:34:19Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![torry\_salamat](https://avatars.discourse-cdn.com/v4/letter/t/3be4f8/32.png) [@torry\_salamat](https://developer.sailpoint.com/discuss/u/torry_salamat)\
**Post date:** [August 26, 2025, 8:34am UTC](https://developer.sailpoint.com/discuss/t/itsm-generic-configuration/173488/1 "2025-08-26T08:34:19Z")

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> ‼ Please be sure you’ve read the [docs](https://developer.sailpoint.com/idn/docs/) and [API specs](https://developer.sailpoint.com/idn/api/getting-started) before asking for help. Also, please be sure you’ve [searched](https://developer.sailpoint.com/discuss/search?expanded=true) the forum for your answer before you create a new topic.

## Hello Community,

We are currently using the **SailPoint Generic SDIM** Configuration to integrate with our ITSM.

However we have this new requirement :

**(ITSM → ISC)**

Today, users can create requests in the ITSM, and the ITSM calls SailPoint’s API to create the corresponding Access Request in ISC.

**Now we also need the reverse direction:**

**(ISC → ITSM)**

once the Access Request is approved in SailPoint, how can SailPoint notify the ITSM so that the ticket status is updated accordingly ?

Thank you in advance,

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<div class="post-metadata">

**Author:** ![HussainshaSyed001](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/hussainshasyed001/32/28234_2.png) [@HussainshaSyed001](https://developer.sailpoint.com/discuss/u/HussainshaSyed001)\
**Post date:** [August 26, 2025, 1:18pm UTC](https://developer.sailpoint.com/discuss/t/itsm-generic-configuration/173488/2 "2025-08-26T13:18:31Z")

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> **[Status Mapping](https://documentation.sailpoint.com/connectors/generic_sd/help/integrating_generic_service_desk/status_mapping.html)**
>
> SailPoint Connectors Documentation

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<div class="post-metadata">

**Author:** ![system](https://global.discourse-cdn.com/sailpoint/original/2X/f/f2136700ed5e3703e0b85e02f6be799dacca7735.png) [@system](https://developer.sailpoint.com/discuss/u/system)\
**Post date:** [October 25, 2025, 1:19pm UTC](https://developer.sailpoint.com/discuss/t/itsm-generic-configuration/173488/3 "2025-10-25T13:19:06Z")

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