Sending Form Data to ServiceNow Ticket in SailPoint ISC

[amishra25 (Ajeet Mishra)]

Hi ISC Experts,

We are using SDIM integration in ISC to generate ServiceNow tickets for disconnected applications. We have a new requirement to:

Collect additional information from the requestor during access requests for specific disconnected applications.

Display this information to the ServiceNow assignment group handling the ticket.

Current Implementation:

We use the “Access Request Submitted” event trigger to invoke a workflow with an external trigger.

The workflow presents a form to the requestor to capture the additional details.

Challenge: We need guidance on how to send the collected form data to the corresponding ServiceNow ticket.

If any of you have insights or best practices for achieving this, please share. Thank you!

[sidharth_tarlapally (TARLAPALLY SIDHARTH)]

Hello @amishra25 ,

Is your workflow something like this :

Is yes , check the corresponding variable names of the forms .
Lets say the form looks like below :

So for example if I want to use the “Select Entitlements” Values in the workflows , I would use the technical name of the field .

The technical name of the select entitlements field is : selectEntitlements

So to use this in workflow I would call :
$.form.formData.selectEntitlements

So in Generic way it would be $.form.formData.technicalNameOfTheFormObject

Note: Access Request Submitted is an REQUEST_RESPONSE Trigger which expects post call to full fill the request . Refer for more information.

Access Request Submitted | SailPoint Developer Community

[amishra25 (Ajeet Mishra)]

Hi Sidharth,

Thank you for your response and for reviewing my query. We are not using the “Manage ServiceNow Ticket” action because our existing SDIM configuration integrates with the ServiceNow Catalog (installed via a plugin). This setup generates a REQ > RITM > SCTASK structure for tickets created through SDIM. In contrast, the “Manage ServiceNow Ticket” action would only create a REQ or SCTASK, which doesn’t align with our current process.

I’ve attached a sample workflow image for reference. Since we’re using a REQUEST_RESPONSE trigger, the final HTTP Request step in the workflow sends the required response.

[sidharth_tarlapally (TARLAPALLY SIDHARTH)]

Well this looks all clean. You can call the formdata variables as mentioned in previous step .

[amishra25 (Ajeet Mishra)]

Hi Sidharth,

I agree that passing formData via the “Manage ServiceNow Ticket” action is straightforward, but we’re using an SDIM integration with the ServiceNow Catalog, which creates a REQ > RITM > SCTASK structure. This setup doesn’t support the “Manage ServiceNow Ticket” action, as it would create a standalone REQ or SCTASK.

In our workflow, we use an “Access Request Submitted” event to trigger a form that collects additional data (e.g. $.form.data.additionalInfo). The workflow completes with a REQUEST_RESPONSE trigger, sending the following response to raise the ServiceNow ticket via SDIM:

{
    "secret": "{{$.trigger._metadata.secret}}",
    "output": {
        "approved": true,
        "approver": "AcmeCorpExternalIntegration",
        "comment": "This access has passed preliminary approval."
    }
}

My challenge is how to include the formData (e.g $.form.data.additionalInfo) in the ServiceNow ticket, Is there a way to pass formData through the SDIM ticket creation process?

[sidharth_tarlapally (TARLAPALLY SIDHARTH)]

Ajeet ,

Can you try going through this once :

Create a Ticket

[amishra25 (Ajeet Mishra)]

We are already using this configuration in our ServiceNow SDIM integration, which successfully raises tickets (REQ > RITM > SCTASK) via the ServiceNow Catalog for disconnected applications.

For few specific applications, we have a requirement to collect additional details from the requestor during the access request process and include these details in the ServiceNow ticket

we have implemented a workflow with an “Access Request Submitted” trigger to present a form to the requestor, capturing data like $.form.data.additionalInfo. The workflow completes with a REQUEST_RESPONSE trigger to raise the ticket via SDIM, using this response:

{
    "secret": "{{$.trigger._metadata.secret}}",
    "output": {
        "approved": true,
        "approver": "AcmeCorpExternalIntegration",
        "comment": "This access has passed preliminary approval."
    }
}

I am unclear on how to pass the form data ($.form.data.additionalInfo) to the ServiceNow ticket within the SDIM integration.