Hi all,
We have an integration in place where SailPoint is raising a ticket in SNOW for disconnected applications. This is the “IdentityIQ for ServiceNow Service Desk” integration for IIQ and SNOW.
The issue is the ticket is raised in “Approval not required state” and the concerned team refuses to take action on such tickets.
Is there anything that we can change in IIQ to raise the ticket in “Approved” state?
Thanks in advance
Is this configuration for all the disconnected app or one of the disconnected app.
Hi @rishavghoshacc - are you currently passing anything for State? If possible, can you share the request section from the app xml? (sensitive items removed of course). Will look something like this:
Did you ask the SNOW team to check the workflow deployed on SNOW side? As far as I remember this is done in the workflow on SNOW side.
@msingh900 All disconnected applications
@ryan_toornburg State is set to 1
@rishavghoshacc - Can you try setting it directly as “approved”?
update ticket state to “Success” from IIQ
@rishavghoshacc You need to work with SNOW Developer/admin to adjust the catalog/workflow on snow side.
@rishavghoshacc Are you managing approvals in IIQ and creating ticket for manual action in Service Now? If so, the approval has already been completed within IIQ’s workflow before the ticket is created in ServiceNow. That could be the reason SDIM integration creates the ServiceNow ticket as a fulfillment task — IIQ handles the approval, and ServiceNow handles the manual provisioning action.
I am not sure, but please check PlanInitializer rule/script in integration config if you can update anything there to mark it as approved.
