SailPoint x ServiceNow

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hello, everyone! How are you?

I need some help with a situation I’m facing here. In my environment, we use the “Integrating Identity Security Cloud with ServiceNow Service Catalog” integration.

The problem is the following: when an employee cancels a request in ServiceNow, this action is not reflected in SailPoint. The request remains pending in SailPoint for weeks. What I need is for this request to also be canceled in SailPoint automatically.

The expected behavior is that, when canceling a request in ServiceNow, this information is replicated in SailPoint and the corresponding request is also canceled there.

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2

Once it is closed in ServiceNow, ( and assuming sync status is enabled between servicenow and IDN), we can use a workflow in IDN with action as : when Servicenow ticket is closed, trigger : send an API call request to Service catalog to close the ticket).

3

If you need the same to reflect only in sailpoint, then see if sync status is activated in service now or check entire configuration/integration as this should be done automatically!