Service Desk Integrations

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hello,
We created a Service Desk Integration for ServiceNow and leveraged the default catalog item that was installed in ServiceNow when they install IdentityNow from their marketplace. The issue we are having is that when a ticket is created through this integration the Assignment Group and Assigned To fields are greyed out. Our ServiceNow team found that they can alter some permissions to allow updating these fields but had the following questions before they proceed.

  1. In the OOTB design for the SailPoint for Service Desk Scoped app why is the SailPoint Access catalog item greying out on the the assignment group fields for the sc task level are greyed out for all itil role users including people with the admin role
  2. We have also observed that you can change the task assignment group from the list view itself instead of the individual record
  3. We are wondering what role is required to update these fields that might have came with the SailPoint for Service Desk Scoped App?
  4. What are the effects of changing the variable to global which is a reference qualifier

Any help to answer these questions would be greatly appreciated!

2

Hello Sam,

We would need more information before we narrow down on the answers. Appreciate if we can set up a discussion through your CSM or raise a support ticket.

3

I was able to get my answer from my CSM. I did raise a support ticket and was told this was something to that needed to be addressed by the expert services team.