Service Now integration help

SailPoint Human Fabric (SHF) SHF Discussion and Questions
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1

Hello Experts,

I need help on the below requirement.

our requirement is End user will raise access request in ServiceNow and approval process will be done in ServiceNow itself. Once it done, it will go to ISC for provisioning to Target with creation of access request in ISC with ServiceNow ticket number. once the provisioning is completed, Access request will be completed and the ticket is opened into the ServiceNow that can be marked as closed/completed.

Can someone help how to achieve this and what is required.

Thanks

2

Hi @niket345 - take a look at the Service Catalog integration. THis should accomplish what you are looking for.

3

Hi Niket,

The most straight forward way to implement this would be to use the ServiceNow Catalog Integration with SailPoint.

When an end user requests any access using this SailPoint catalog the request is created in SNoW and approvals can also be done in SNoW, once approved the fulfillment happens in SailPoint.

Few things to note here:

  • This is a license application available in the Service Now store and has an annual cost.
  • The approval flow/rule/configurations must be setup in Service Now
  • You can only do minimal/low code configurations changes to the catalog UI

Another approach could be to do a custom integration with Service Now.

  • Use your existing catalog
  • Customize the workflow for approvals if required
  • Within ServiceNow workflow you call SailPoint APIs to send data for access request so then the provisioning happens in SailPoint with no catalog tasks being created in ServiceNow.

This option requires working closely with the ServiceNow team to make it work.

Hope this help!

4

Great. Thanks for the suggestion.

Quick thing, how i can get the SailPoint entitlements or target entitlements into the ServiceNow. also do you have any sample reference.

Additionally Do we need ServiceNow Service Desk integration to update the ticket back once the ISC created access request/provisioning completed.

Thnaks

5

All the “requestable” roles, access profiles and entitlements will be directly visible in the SailPoint catalog in Manage Access Page or Record Producer view like below.

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No, The ServiceDesk integration is not required for this. The ServiceNow catalog workflow automatically checks for access request fulfillment in SailPoint and updates the status back in Service Now and the request status is updated accordingly.

ServiceNow Service Desk integration is another separate licensed plugin that can be used to create tickets into ServiceNow from SailPoint for all the manual tasks related to provisioning activities for disconnected applications.

6

I have found this video very helpful. There have been some minor changes since it was recorded (April 2025) but it’s still useful for configuration and for seeing what the integration looks like.

Matt