Sailpoint zendesk SDIM - Ability to selectively create ticket based on entitlements

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hi,

We have SailPoint SDIM integration with Zendesk in place. We request something via Sailpoint request center(Access profiles/entitlements) and it creates a zendesk ticket as expected.

Problem : This creates a zendesk ticket for even those access profiles which are being automatically provisioned via SP and don’t need Zendesk ticket created.

There are groups which we want to our IT team provide manually via tickets. I want to use SP for both auto-provisioning of access profiles/entitlements and creation of zendesk ticket as well for those groups which we want to provision manually via IT tickets from the same source.

Can someone please help with this ?

2

We want to achieve below two goals with Sailpoint :

  1. We want Sailpoint to keep the functionality of auto-provisioning for those items that SP itself can provide access to.
  2. On other hand, SP should create Zendesk ticket for those items which SP doesn’t auto-provision.
3

Hi @Ayaaz_khan ,

SailPoint will generate the ticket if there is no direct provisioning feature for that specific source irrespective of how access is getting assigned.

4

Hi @Ayaaz_khan,

It will better to separate your source a two sources one contain entitltment provisionned provision by SDIM and another will be not provision by SDIM.

The problem is is you add a give source to the SDIM that mean you select your provisioning channel as the SDIM tickets will be always created for every request witout exception and that cannotbe changed.

5

Hi Ayaaz,
The possible Solution here is create 2 sources.

  1. Which will have all the entitlements which are auto provisioned and no manual intervention is required. Sailpoint can handle this case.
  2. Create a Separate Source which contains entitlements which can’t be provisioned directly. This will be a Flat File connector, and will added in the ZendDesk SDIM as a source which will generate ticket.

Let me know if you need any help on the same.

Thanks
Rakesh Bhati

6

Thank you. I was thinking to take this approach but was wondering what if there were other possible solutions. But went ahead with this since no other way.