Service desk issue with Certification

IdentityIQ (IIQ) IIQ Discussion and Questions
,
1

Hello,

We have integrated Service desk to handle SNOW REQ’s creation.
Certification is created with process revoke immediately option checked. In Certification when access is revoked, no SNOW REQ is created but identity event is created with due date as one month from todays date (screenshot is attached).
anyone has seen similar behavior? pls help

Additional info.

  1. ran perform maintenance with all options checked.
  2. No setting in certification that makes ent to be removed one month after. Active period in one day and no revocation period. revoke immediately option is checked.
  3. no sunset date for entitlement.
    image
    image1668×421 21.5 KB
2

Hello @KrishnaReddy

The SNOW REQUEST creation is typically handled by a Provisioning Plan Generation Rule (or Service Desk Integration Rule). If the provisioning plan for the revocation is not generated immediately or is malformed, then:

  1. The Identity Request is created
  2. But no Servicenow ticket is triggered
3

Hi @KrishnaReddy - Have you configured the ServiceNow ServiceDesk XML correctly? Could you please check below?

  1. Do we have an entry provision? The provision should have 2 more entry keys below.
    catalogItem → We need to add the application name as entry key and value as SNOW CATALOG ITEM ID. You may get the catalog ID from servicenow.
    request → We need to have the logic/velocity code to update the fields for SNOW ticket.
  2. ManagedResource - The application should be added as a managed resources to SDESK xml. → I believe you have done this correctly.

I suspect you may have incorrectly configured #1. Could you please check and confirm? Please share your SDESK application xml if you are unable to find the issue.