Manage Service Now Ticket Workflow

[sharvari (Sharvari Shah)]

	Description	Workflow template for Managing Service Now Tickets
	Legal Agreement	By using this CoLab item, you are agreeing to SailPoint’s Terms of Service for our developer community and open-source CoLab.
	Repository Link	GitHub - Manage Service Now Ticket
	New to Workflows in the CoLab?	Read the getting started guide for Workflows in the CoLab.
	Supported by	Community Developed

Overview

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

Requirements

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.

Guide

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.

Getting Started with Workflows in the CoLab

Use this category to view and download Identity Security Cloud (ISC) workflows built by the community. Follow these steps to download a workflow from the CoLab and start using it: Download the workflow you want from the Workflows category. Go to the Workflows dashboard in IDN and click the + New Workflow button. Choose this option: Start with a JSON file Either drag and drop your JSON file into the window or click the drag-and-drop area to upload the file from your computer. The workflow auto…

[ankit25987 (Ankit Srivastava)]

@sharvari
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.

[sharvari (Sharvari Shah)]

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 :
https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_ServiceCatalogAPI.html