Manage Service Now Ticket Workflow

:spiral_notepad: Description Workflow template for Managing Service Now Tickets
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:hammer_and_wrench: Repository Link GitHub - Manage Service Now Ticket
:open_book: New to Workflows in the CoLab? Read the getting started guide for Workflows in the CoLab.
:hospital: Supported by Community Developed


This workflow will help you to create and manage service now tickets to address the requirements during user on-boarding/off-boarding etc.


You must have an Identity Now tenant with the Workflows feature enabled. You must have access to a Service Now tenant to verify/manage tickets.


There are two workflows in this repository which can be used :

  1. Manage Managing Service Now Tickets from Workflows &
  2. Managing Service Now Tickets from Workflows using HTTP Request

For more details about using these workflows please refer to my blog post here: Managing Service Now Tickets in Workflows

To learn how to download and install workflow files, please read this guide.

We have a disconnected app which has entitlements aggregated and these needs to be completed using manual task.
A requestor can request for one entitlement or set of entitlements, these needs to be then created as request however each entitlement has different fulfilment group in Service now. So if there is any way we can create Service Now request with a entitlement or set of entitlements and can be assigned accordingly to service now groups.

We have service catalog module integrated with IDN.

Hi Ankit,

It seems like you might have to use the Service Catalog API for creating your request. The Manage Service Now action is a bit flexible so you can provide it the relevant URL and additional fields ex. assignment_group as parameters and it should be able to create your request. If that action doesn’t work, you can always use the HTTP request action and call the REST API to meet your needs.

Here’s the service catalog API documentation you can refer to :