ServiceDesk Integration - Creating Duplicate Tickets

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hi All,

We are using ServiceDesk integration for SQLoader connector i.e. for any access requests it creates the ticket in ServiceNow.

However, for some users upon identity refresh it is creating duplicate tickets?

Wanted to understand the logic behind it and how to stop it?

Regards,
Mahesh Tare

2

Hi All,

Can anyone please help on this?

We are struggling as identity refresh is creating duplicate tickets in ServiceNow and would want to stop this asap.

3

Hi @maheshtare

Review Identity Refresh Task Configuration:

  • Check the configuration of your Identity Refresh task. Are there any specific options selected that might be inadvertently triggering the ServiceDesk integration or workflow?

for example:
Always launch the workflow

4

Hi @pattabhi,

How to check the Identity Refresh Task Configurations in ISC?

Can you please share any API if there is?

6

Hi @pattabhi,

Are you sure that you are referring to IdentityNow, because I don’t see Automation Option in our tenant.

Can you please confirm

7

Hi Mahesh.,
Please ignore my previous comment.