ServiceNow Service Catalog - Status sync

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hi All,

Would like to understand following queries regarding Service catalogue integration.

  • What is the time-frame in which ServiceNow catalogue checks the request status in SailPoint and can we control this sync time.
    Today, we are observing that, even if request is approved & completed via SailPoint with-in 2-3 hrs, ServiceNow request status is getting updated next day only.

  • what is the maximum time frame in which request has to be approved and completed in SailPoint, what will happen to ServiceNow Requests if it exceeds the SLA

  • Is it possible for end users to cancel the request in ServiceNow, if yes, what will happen to request under process in SailPoint

2

Hi @maheshtare,

  • What is the time-frame in which ServiceNow catalogue checks the request status in SailPoint and can we control this sync time.
    Today, we are observing that, even if request is approved & completed via SailPoint with-in 2-3 hrs, ServiceNow request status is getting updated next day only.
    ==> The default value is 4 hours and can change this setting to minimum value that was 15 min.

  • what is the maximum time frame in which request has to be approved and completed in SailPoint, what will happen to ServiceNow Requests if it exceeds the SLA
    ==> the default value is 30 days. Based documentation, after this Sailpoint create a new ticket (but never test this case)

  • Is it possible for end users to cancel the request in ServiceNow, if yes, what will happen to request under process in SailPoint

==> Sailpoint check only the REQ status, if user canceled and servicenow set REQ status to reject, depending on your status map catalog, request can be reject request by saying request is failed.

3

Hi @ondiaye,

Thanks for the response.

But I guess below link is for ServiceDesk integration. Does it work for Service Catalog integration as well.

4

Hi Mahesh,
For service catalogue by default it is 24 hours.but that can be changed by admin in servicenow

2.So the request will go for approval now depends where you have configured the approval if it is in servicenow then the request would be cancelled immediately but if it is in identitynow then also it should cancel the request.

Thank
Rakesh

5

Hi @RAKGDS,

This is what I am looking for.

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