ServiceNow Catalog Widgets - Approvals & Tracking

SailPoint Human Fabric (SHF) SHF Discussion and Questions
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1

I have read over the documentation available for the ServiceNow Catalog widget and have been able to implement the OOTB framework for requesting access.

My question is, does there exists widget(s) so that an approver can use ServiceNow to action upon IdentityNow approvals within ServiceNow and/or a widget that a requester can track the status of their approvals within IDN/ISC while remaining in ServiceNow?

Thanks!

2

Hi Greg,

yes this looks possible and that requires to set up the Approval flow to Configurable approvals.
sysapproval_approver this will map to the ServiceNow’s native approval module.
After this the request can be approved using the OOTB ServiceNow My Approvals widget in the Service Portal. Upon actioning the ticket, ServiceNow automatically sends a payload to ISC that initiate the provisioning from back end. Please make sure that you are using the latest version of ISC service catalog application.

3

Thanks Deepak,

But what if you plan on using IdentityNow for approvals and not ServiceNow?

4

Hello Greg. If you want ISC to handle the approvals, set the Service Catalog Approval Flow to None.

With None, ServiceNow raises the request in ISC without creating approval steps in ServiceNow. Any required approvals then follow your ISC access request configuration, so approvers would action them in ISC.

For tracking, suitably entitled users can still view their own requests and status in the ServiceNow Portal under Account Requests. So, if approvals need to remain in ISC, None is the option I would use.

Ref: Configuring Approval Flow | Request and Review Access

5

Harish thank you so much for your insights!

6

@Greg_Zajac - Is the requirement “approvers must not leave ServiceNow” (a UX constraint), or is the requirement “we want one place to see everything” (a visibility constraint)? If the latter, None plus the Account Requests widget probably already satisfies that, and the custom widget is not worth building.

7

Hi Kannan!

The requirement is actually the first statement, attempt to keep all interactions with ISC contained within the pages of ServiceNow. That there’d be widget(s) similar to a user requesting access to then allow approvers to go into ServiceNow and execute any approval action like they would in ISC.