ServiceNow Service Desk Integration

[Chaitanya_Jaya (Jaya Chaitanya Maddala)]

Hi everyone, Hope You all Doing Great!

We have integrated the ServiceNow service Desk to create tickets for disconnected application & we also have ServiceNow Catalog connector for same ServiceNow Instance. When we raise a request, it is creating the Two Request can someone advise how we can Overcome this or is there any workflow that we can build in SailPoint IDN end to Suppress the one of ticket based on the application type if yes please share the Supporting artifact.

Thanks, In advance
Jay

[KRM7 (Krishna Mummadi)]

2 different REQ for same request ?

Where is the request submitted, in SailPoint of ServiceNow ?

[Chaitanya_Jaya (Jaya Chaitanya Maddala)]

Hi @KRM7
yes, for same request we are using ServiceNow to raise.

[rajeshs (Rajesh Kumar)]

@Chaitanya_Jaya

We have integrated the ServiceNow service Desk to create tickets for disconnected application & we also have ServiceNow Catalog connector for same ServiceNow Instance. When we raise a request, it is creating the Two Request can someone advise how we can Overcome this or is there any workflow that we can build in SailPoint IDN end to Suppress the one of ticket based on the application type if yes please share the Supporting artifact.

@Chaitanya_Jaya Can you elaborate more on what action you are performing which creates multiple requests?

[RAKRHEEM (Rakesh Bhati)]

Hi @Chaitanya_Jaya,
Is it creating 1 REQ and 2 RITM ? for 2 REQ ? Can you tell us how the configuration for ServiceDesk is done in your environment ?

Thanks