Service Catalog ↔ Service Desk linking failing

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

I’ve integrated Service Catalog with an existing Service Desk instance and I’m trying to link the two so that access requests correlate with the tickets created in Service Desk.

I followed the documentation and filled in “Specify the field name that will be used to store access request ID from SailPoint” with correlation_id. However, the linking isn’t happening.

On inspecting the setup, I found that the system property x_sap_sdim.relationship_field_name is not present in system properties. As I understand it, this property is what stores/provisions the access request ID from ISC onto the ticket during ticket creation — so with the property missing, the correlation never completes.

My questions:

  1. Shouldn’t x_sap_sdim.relationship_field_name be created out of the box when Service Desk is installed? Or is it expected that we create it manually?
  2. If it does need to be created manually, what’s the correct way to do it — is simply creating the variable/property in system properties sufficient, or are there additional steps (data type, default value, scope) required for it to function?
  3. Am I missing a configuration step somewhere that would normally populate this property automatically?
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  1. I believe so, check the instalation on SN, its servicenow right? Check documentation too
  2. When you say a soruce provisioning is done manually or via a Integration Config, normally the provisioning is either checking the ticket for conclusion or the next account aggregation confirm the account is there.
  3. We would need to have more info to answer you that.

Let me know!

3

Hi Ivan,

I believe, there is a confusion here, I am referring to this ( Linking with SailPoint Service Catalog )
The “x_sap_sdim.relationship_field_name” property mentioned in the document, is not present in servicenow, so checking the reason on why?

4

Hello Ravi, this is interesting. You are right, the x_sap_sdim.relationship_field_name property should come with the SailPoint for Service Desk app. The documentation asks us to search for the property and says its default value is correlation_id, so this isn’t something we should normally need to create from scratch.

Before creating it manually, I would check a few things:

  • Confirm both SailPoint Service Catalog and SailPoint for Service Desk apps are installed on the same ServiceNow instance.
  • Check the installed Service Desk app version and update it from the ServiceNow Store if a newer version is available.
  • Search directly using sys_properties.FILTER and make sure no application scope or filter is hiding the property.
  • Check whether the app installation or upgrade had any skipped records or errors.

On the ISC side, under Service Desk ticket creation, also confirm you added a Single Value field with Name as correlation_id and Value as $!plan.arguments.identityRequestId. For a Service Request, correlation_id needs to be a field from the sc_request table.

If the property is genuinely missing after all that, I would not create just the property manually. It could point to an incomplete app installation or upgrade. Updating or repairing the Service Desk app first, and then raising a SailPoint support case if it is still missing, would be the safer route.