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Hi, we have a requirement to integrate the Service Catalog with SailPoint ISC.
There is already a Service Desk integration in place that generates tickets in ServiceNow for any disconnected application. Now the requirement is: once the catalog integration is done and users request a role that contains entitlements for both connected and disconnected applications, will SailPoint provision the connected application entitlements directly and create a ServiceNow ticket for the disconnected entitlements (since Service Desk is already integrated)? Or do we need to make any modifications to the existing Service Desk setup with ISC to fulfill this requirement?
For approvals, if we configure them using the Identity Security Cloud workflow, does that mean it will follow the ISC approval flow (for example, manager approval first and then application owner)? Also, where will approvers approve these requests — in ServiceNow or in ISC?
From what I understand, you generally do not need to modify the existing Service Desk setup just because you add the Service Catalog integration.
If the access request contains both connected and disconnected items, ISC should still handle them according to the target type:
connected access gets provisioned directly by ISC
disconnected access continues through the Service Desk integration as a ServiceNow ticket
SailPoint also documents that Service Catalog and Service Desk can coexist on the same ServiceNow instance, and their tickets can even be linked together.
For approvals, it depends on how you configure the approval flow:
If you use None, ServiceNow only raises the request and approvals are handled in ISC
If you use Configurable Approvals, that uses the ServiceNow approval module
If you use Identity Security Cloud Workflow as the approval type, then ISC is involved for the approval details
So for your example of manager approval first and then application owner, yes, that sequence is possible, but the approval location depends on whether you configured it as ServiceNow-native approvals or ISC-driven approvals.
@chravikiran For your second question if you select custom approval option in the catalog you can either make approval in ServiceNow or SailPoint as you want .We had configured it in ServiceNow since the customer will have one place to request and approve.
Regarding do you need any additional requirement for service desk is not needed .you just need to configure you catalog in ServiceNow and make sure your entitlements or roles are requestable .in case of direct connectors it will provision directly but in case of file based connectors instead of manual work item it will create a ticket but what description and all should be handled properly in your service desk setup so that the request can be created accordingly.
Let me know if you need further help in setting up catalog
Please be sure you’ve read the docs and API specs before asking for help. Also, please be sure you’ve searched the forum for your answer before you create a new topic.
