Hello Community!
I am integrating ServiceNow as a Service Desk with SailPoint Identity Security Cloud. However, as we explore this integration, several questions arise regarding its capabilities and behavior.
Ticket Content & Detail
- What information can be included in the ticket body?
- Can we include Identity details and entitlement details?
- Is it possible to include details of Access Profiles and their entitlements?
- Is it possible to include details of roles and their entitlements and Access Profiles?
Role-Based Access & Applications
- How does the integration handle roles containing different sources?
- Scenario #1: A Role with entitlements/AccessProfiles on two different disconnected Sources is requested on Request Center.
- How many tickets get opened? One or two?
- Scenario #2: A Role with entitlements/AccessProfiles on etherogeneous Connected and Disconnected Sources is requested on Request Center.
- How many tickets get opened?
- When does the provisioning on the Connected Source happen?
Technical Considerations
- Once ServiceNow is activated and the Source X is linked to the Service Desk integration, does the Source X only perform aggregation and no longer performs provisioning operations?
- Is each provisioning action on Disconnected Sources logged in SailPoint and searchable via “Search” menu?
- Is each provisioning action on Disconnected Sources logged under the “Admin > Identity Management > Identity > select an Identity > Events” menu?
- Is it possible to set multiple assignment_group on the same ticket?
Ticket Management & Notifications
- Is ticket aggregation possible? Can multiple related requests be combined into a single ticket?
- In addition to opening a ticket, is it possible to send an email with the details of the request?
- When a ticket is opened, does it also send emails?
- Are emails sent when the ticket status changes?
- Are emails sent during the provisioning process? Can this be enabled/configured?
- Is it possible to print comments within the ticket?
Thank you for your help!