SDIM (ServiceNow Ticket Creation) – Missing Field Values (Description, Req Description, etc.)

Identity Security Cloud (ISC) ISC Discussion and Questions
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Hi Experts,

We are creating a ServiceNow ticket via SDIM and can successfully create a ticket. However, we noticed that some fields are being populated while others are not, which is not the expected behavior. The affected fields are as follows:

Description
Req Description
Requestor Group
System
Category

Please share if you’ve encountered this before or if there’s anything we should check on our end. Any inputs will help—thanks in advance!

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Hi @Rpalos !

You may need a plan initializer script or before provisioning rule to properly populate all those fields:

Customize Ticket Fields

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Hi Vincent,

Good day.

Thanks for your reply. Regarding the “Description” and “Req Description” fields, I found in the SailPoint documentation that there are out-of-the-box configurations for these fields.

We tried removing the custom attributes and attempted to populate the default fields first. However, when we create a ticket, the fields still appear empty.

Thanks for your suggestion, we will try to use the “Custom fields” once we resolve the 1st issue.

Let us know if you have any suggestions or if there’s anything we might be missing.

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