SDIM Integration

SailPoint Human Fabric (SHF) SHF Discussion and Questions
1

Hi Everyone,

We have integrated the ServiceNow service catalog & ServiceNow ServiceDesk connector to our tenant & the SDIM ticket is getting created for Disconnected applications.
We have performed testing for few scenarios where we create a role with the entitlements of two sources.
a. AD Based entitlement - Which the SailPoint provision automatically
b. Disconnected application entitlement which we are expecting SDIM ticket to trigger for manual provisioning action

In this testcase the catalog integration creating a Req with 1 RITM which is getting closed once the auto provisioning action (Ad based entitlement) is Completed. Can someone help how can we handle this usecase we need to have 2 RITM’s so the second one may trigger the SDIM ticket for manual provisioning.

Please share any other approaches we can implement to achieve the above scenario.

Thanks In advance,
Jay

2

hi why do you want 2 RITMs in this scenario. When the role is requested as expected SailPoint will raise a 1 RITM ticket for the disconnected app entitlement and AD provisioning will be automatic. Do you have entitlements of multiple disconnected app in the Role and you want different RITMs ? Can you give more details about your use case

3

HI @udayputta
Sorry for the delay. Thanks for your response actually in this case we observed SailPoint is not sending any Payload to ServiceNow to create the SDIM ticket which we are expecting. Any Insight could be helpful.

Thanks
Jay

4

Are you not seeing any ticket or you are not able to see the ticket details in RITM in ServiceNow. Did you try by passing the payload in description as specified in the documentation.

#if($request.operation == 'Create') Create Account on application $request.resource #else For $request.id in application $request.resource #end #if ($request.items) $newline #foreach ($item in $request.items) #if ($item.name == '*disabled*' && $item.value == 'true') Disable Account. $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') Enable Account. $newline #elseif ($item.name == '*locked*' && $item.value == 'false') Unlock Account. $newline #else $!item.Operation $item.name: $item.value $newline #end #end #else $newline $!request.Operation Account #end

Check if you are missing any other details which are mentioned in this documentation

5

we haven’t seen the ticket previously, but we are able to see the SDIM ticket getting created now we observed that two SDIM tickets getting created for same entitlement when we combine them in role one is getting linked to Catalog RITM & other not link. please share any Insight if you have idea on how to suppress the duplicate ticket.

6

If I understood your scenario correctly are you saying you have a role with two different entitlements you see two tickets being created for each entitlement. This should not be the case. It should create a single ticket here. Can you share your desc and the setup that is done on your SDIM so that i can check and assist you better.