ServiceDesk connector

Identity Security Cloud (ISC) ISC Discussion and Questions
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Hi All,

We are using ServiceDesk ServiceNow connector to create tickets for file based application.

We need to pass the requested for field which expects id from ServiceNow application for which we have configured the source also in the settings but still the value is null .IS there anything additional i need to to setup

Any help is appreciated

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This is a common issue with SailPoint X ServiceNow.

requested_for expects a ServiceNow sys_id, and SailPoint IdentityNow won’t auto-map it.

If you’re seeing null, it’s usually because that value isn’t being passed explicitly.

Fix:

"requested_for": "$plan.accounts[0].nativeIdentity$"

Also, make sure the identity actually has a linked ServiceNow account with sys_id.

It’s a mapping issue, not a connector issue.

1 Like
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@iamkiran thanks will try to check if this works

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Hi @haricc200 ,

In your SDIM configuration in ISC have you set your service now source in the following parameter :

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Every SDIM configuration has a default Before Provisioning Role called : “Sample Before Provisioning Rule for SDIM”

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As you can remark :

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Requested for :  $!plan.arguments.requested_for

Opened By  :$!{plan.arguments.opened_by|'Default_ServiceNow_Account_Sys_ID'}

The attributes plan.arguments.opened_by and plan.arguments.requested_for are additional arguments automatically added by the default Before Provisioning Rule based on the “Requester Source” parameter.

When a user raises a request, the Before Provisioning Rule retrieves both the requester and requested Identity IDs. It then checks the configured “Requester Source” (your ServiceNow source) to see if these identities already have accounts there.

  • If they do, the rule retrieves their accountId (sys_id) and populates:

    • opened_by

    • requested_for
      These values are then used later in the ticket configuration.

For opened_by:

  • If the requester does not have an account in the ServiceNow source, the system defaults to Default_ServiceNow_Account_Sys_ID, which corresponds to the sys_id of the service account used for authentication.

For requested_for:

  • If the requested identity does not have an account in the ServiceNow source, the field will remain empty in ServiceNow.

  • This is typically the case for new identities.

You can test this

  1. Review your ServiceNow source in ISC and ensure that the Identity already has an account there.

  2. Request access for this Identity on one of your Delimited File sources linked to your SDIM.

Thanks

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thanks @baoussounda we will try t patch this rule and check