# Service desk integration **URL:** \ **Category:** SHF Discussion and Questions\ **Tags:** sailpoint-identity-security, provisioning\ **Created:** [July 7, 2025, 8:00am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862 "2025-07-07T08:00:13Z")\ **Posts on this page:** 12\ **Page:** 1
**Author:** ![rahulb635](https://avatars.discourse-cdn.com/v4/letter/r/db5fbb/32.png) [@rahulb635](https://developer.sailpoint.com/discuss/u/rahulb635)\ **Post date:** [July 7, 2025, 8:00am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/1 "2025-07-07T08:00:13Z")
I have a delimited file source say “XYZ”. its been integrated into ISC. I also have service desk integration in ISC and I configured such that when a request is requested for the XYZ, a ticket is created ( did this by adding catalog item). so far so good. How do I create a ticket for the same xyz delimited source if the account is terminated based on liecyclestatus. does the ticket get created automatically? Looks like no, how do I cinfgure everythubg so that it creates a ticket ins ervicedesk when a user is terminated or lifecyclestatus = inactive long term . ---
**Author:** ![prashanthrns](https://avatars.discourse-cdn.com/v4/letter/p/87869e/32.png) [@prashanthrns](https://developer.sailpoint.com/discuss/u/prashanthrns)\ **Post date:** [July 7, 2025, 8:30am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/2 "2025-07-07T08:30:14Z")
Hi @rahulb635, as long as the source is configured in the Service Desk integration, it should create the tickets for any provisioning triggers. In this case, if the LCS is configured to disable an account on inactive state it should create a ticket. ---
**Author:** ![jainanimesh](https://avatars.discourse-cdn.com/v4/letter/j/8dc957/32.png) [@jainanimesh](https://developer.sailpoint.com/discuss/u/jainanimesh)\ **Post date:** [July 7, 2025, 9:21am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/3 "2025-07-07T09:21:00Z")
This should already create a ticket using the same integration if the account is configured to be disabled/deleted with configuration on lifecycle state in identity profile. ---
**Author:** ![udayputta](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/udayputta/32/14195_2.png) [@udayputta](https://developer.sailpoint.com/discuss/u/udayputta)\ **Post date:** [July 7, 2025, 1:49pm UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/4 "2025-07-07T13:49:15Z")
If you have added the source in inactive lifecycle state and selected the option as disable then SailPoint will trigger a service now ticket if you have already added the source in service desk config under sources. In the ticket if you are not seeing the operation as terminate or disable you may have to update the description in Service Desk. ---
**Author:** ![RAKRHEEM](https://avatars.discourse-cdn.com/v4/letter/r/f05b48/32.png) [@RAKRHEEM](https://developer.sailpoint.com/discuss/u/RAKRHEEM)\ **Post date:** [July 7, 2025, 4:57pm UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/5 "2025-07-07T16:57:16Z")
Please add the source in the Lifecyclestate of Inactive and save it. Once done. Please try to change lifecycle state to Inactive and see if it generates the ticket in Service Desk. ---
**Author:** ![rahulb635](https://avatars.discourse-cdn.com/v4/letter/r/db5fbb/32.png) [@rahulb635](https://developer.sailpoint.com/discuss/u/rahulb635)\ **Post date:** [July 8, 2025, 4:13am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/6 "2025-07-08T04:13:04Z")
Hi all, I have added the source in the lifecyclestate. I have triggered Inactive,still no ticket is getting created. Catalog item I have put for identity management in SNOW. REgards, ---
**Author:** ![RAKRHEEM](https://avatars.discourse-cdn.com/v4/letter/r/f05b48/32.png) [@RAKRHEEM](https://developer.sailpoint.com/discuss/u/RAKRHEEM)\ **Post date:** [July 8, 2025, 4:23am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/7 "2025-07-08T04:23:48Z")
Can you share the Account Activity for the user you tried ? ---
**Author:** ![rahulb635](https://avatars.discourse-cdn.com/v4/letter/r/db5fbb/32.png) [@rahulb635](https://developer.sailpoint.com/discuss/u/rahulb635)\ **Post date:** [July 9, 2025, 9:49am UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/8 "2025-07-09T09:49:15Z")
what is the synatx we need to write in description for creating ticket for create user reauest for access revocation request lifecyclebased like when account goes ti inactive, ticjket needs to be raised. please advice ---
**Author:** ![udayputta](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/udayputta/32/14195_2.png) [@udayputta](https://developer.sailpoint.com/discuss/u/udayputta)\ **Post date:** [July 9, 2025, 2:39pm UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/9 "2025-07-09T14:39:29Z")
You can use this desc which should cover all of your use cases ```auto #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 ``` ---
**Author:** ![rahulb635](https://avatars.discourse-cdn.com/v4/letter/r/db5fbb/32.png) [@rahulb635](https://developer.sailpoint.com/discuss/u/rahulb635)\ **Post date:** [July 9, 2025, 3:05pm UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/10 "2025-07-09T15:05:27Z")
This helps a lot! Thank you so much Uday. ---
**Author:** ![udayputta](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/udayputta/32/14195_2.png) [@udayputta](https://developer.sailpoint.com/discuss/u/udayputta)\ **Post date:** [July 9, 2025, 4:39pm UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/11 "2025-07-09T16:39:40Z")
Glad to know that this has helped. I think it is time to mark the reply as solution 😃☺ ---
**Author:** ![system](https://global.discourse-cdn.com/sailpoint/original/2X/f/f2136700ed5e3703e0b85e02f6be799dacca7735.png) [@system](https://developer.sailpoint.com/discuss/u/system)\ **Post date:** [September 7, 2025, 4:39pm UTC](https://developer.sailpoint.com/discuss/t/service-desk-integration/152862/12 "2025-09-07T16:39:58Z")
Closed on September 7, 2025, 4:39pm UTC This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.