We’re planning to integrate ServiceNow Service Desk to handle ticketing for disconnected applications within SailPoint IdentityNow. A key question during the configuration is:
Can we utilize the centralized SailPoint Access Request Item (i.e., the ServiceNow catalog item configured for SailPoint’s service catalog integration), or do we need to create and manage individual application-specific catalog items for each disconnected application?
Is it mandatory to use a Before Provisioning rule *to pass the payload in the Service Desk integration, or are there alternative mechanisms available within SailPoint IdentityNow that can achieve the same outcome? We’d appreciate your input on recommended practices for payload injection and field mapping within disconnected application workflows.
We’re looking for guidance based on your past integration experience—specifically, which approach has proven more scalable, maintainable, and effective.
In ServiceNow Service Desk you need to map each application with the catalog ID in Catalog Mappings section to assign the ticket to correct SD group name in SNOW. So, you may have to do it for each application.
Using BPR is not required for disconnected applications. If you have completed your configurations under Ticket Creation in ServiceNow Service Desk then that should be fine to give enough details
So in my tenant we have a source that points to a custom table within Service Now. This web services connector reads the table and tacks the information about what application the user has access to. We then use the Service Desk to create add and remove request.
This design turned out to not be optimal. The main reason being that every time we would aggregate that source it would create duplicate tickets for any out standing access that had not yet been granted. With this running every 4 hours cause a huge influx of tickets to the support teams.
What I have learned around this connector is that it is best to have each app as its own source in ISC. Then set up the Service Desk to for that source. You might even add more then one Service Desk integration. This will allow you to target which catalog item you wish so that you can leverage existing Service Now Workflows.
This will allow you to inject into the ticket all the needed information based on the form. You will need a Service Now Developers help with making sure you target all the required fields and that the ServiceNow workflow will work with process.
Another option would be to reverse this flow and use ServiceNow to trigger the request engine in ISC. In this workflow A user would submit a request in Service Now then the entitlement will be requestable in ISC. ServiceNow would then send an API call to grab the user ID and the workflow should already have the ID for the entitlement. The ServiceNow workflow would then send a API request to ISC to request the access. ISC would then provision the access.
Hope this helps and gives you some ideas how you can proceed with your project. Please let us know if you further questions.
Thanks for the response!
We are having requirement to handle approval & assignment of the ticket to specific Fulfillment group on SailPoint end. In this case do we BPR or can we directly add the fields in Ticket creation configuration?
If I understood your requirement clearly you want to approvals in SailPoint and once the approvals are completed you want to create a ticket in SNOW. For this you do not need BPR. You can achieve this using the mapping in ServiceDesk Config.
Thanks @udayputta
We have other challenge can you help me understand when we are configuring the SDIM Catalog mapping we are trying to use the SailPoint service catalog (which end user is using to raise the request & the catalog that ServiceNow team shared as the service catalog integration) but it’s not generating the SDIM ticket. Is the approach we are trying is feasible if yes Is there any configuration required from ServiceNow team/SailPoint side to use the SailPoint access request catalog in catalog mapping.
FYI: if we use any other existing application catalog we are see ticket is getting created
Hi I need more details to guide you. So, can you provide any screenshot and provide an example what you are referring to SailPoint service catalog & SailPoint access request catalog.
This is the Catalog item we are using in catalog mapping of service desk integration & the same catalog is used by end user to raise any request. This is the catalog that ServiceNow team share after integrating the service catalog connector. Let me know if any further information needed.
