ServiceNow ServiceDesk Connector for Incident Request

Hi All,

We have successfully implemented ServiceDesk connector for Servicenow “Service Request”, but unable to create an “Incident Request” for failures.

How to map provisioning failures on Service Desk application.

There are no documents that contain “Incident Request” information.

Waiting for the response, Thanks in advance.

Thanks,
Suresh

Hi Suresh,

Please refer to the chapter “IdentityIQ for Service Desk
in doc for IIQ 8.2https://community.sailpoint.com/t5/IdentityIQ-Connectors/8-2-IT-Service-Management-Infrastructure-Modules/ta-p/196547 ServiceNow Service Desk Connector (ServiceNow SDIM) supports Service Request or Change Request or Incident tickets types.
One SDIM application in IdentityIQ will create the same ticket type for all the configured applications defined in ManagedResource.
In the SDIM configuration file, you can only set one ticket type at a time, it will cater to all the managed resources /applications for all provisioning types of operation.

~Regards,
Murali Dhar

Hi @MuraliDharKundu ,

Thanks for your input, For one SDIM application we can generate only one type of request at a time, then Can we create another SIDM application with another ticket type?

Is it the correct understanding?

Can you explain how to configure the “incident request” here

<entry key="incident">
        <value>
          <Map>
            <entry key="provision">
              <value>
                <Map>
                  <entry key="resource" value="/api/now/import/x_sap_sdim_incident"/>
                  <entry key="responseElement" value="result[0].display_value"/>
                  <entry key="request">
                    <value>
                      <Map>
                        <entry key="u_description" value="#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline  #foreach($item in $req.items) #if ($item.name == '*disabled*' &amp;&amp; $item.value == 'true') Disable Account. $newline #elseif ($item.name == '*disabled*' &amp;&amp; $item.value == 'false') Enable Account. $newline #elseif ($item.name == '*locked*' &amp;&amp; $item.value == 'false') Unlock Account. $newline #else $!item.Operation $item.name: $item.value $newline #end #end #else $newline $!req.Operation Account #end #end" />
                        <entry key="u_short_description" value="IdentityIQ Access Request $!plan.arguments.identityRequestId" />
                        <entry key="u_opened_by" value="$!plan.arguments.opened_by" />
                        <entry key="u_caller_id" value="$!plan.arguments.requested_for" />
                        <entry key="u_impact" value="3" />
                        <entry key="u_urgency" value="3" />
                        <entry key="u_assignment_group" value="Service Desk" />
                        <entry key="u_contact_type" value="email" />
                      </Map>
                    </value>
                  </entry>
                </Map>
              </value>
            </entry>
            <entry key="checkStatus">
              <value>
                <Map>
                  <entry key="resource" value="/api/now/table/incident" />
                  <entry key="responseElement" value="$.result[0].incident_state"/>
                  <entry key="closureCodeResponseElement" value="$.result[0].close_code"/>
                  <entry key="checkStatusQueryParam">
                    <value>
                      <Map>
                        <entry key="sysparm_query" value="number=$ticketId" />
                        <entry key="sysparm_fields" value="incident_state,close_code" />
                      </Map>
                    </value>
                  </entry>
				</Map>
              </value>
            </entry>
          </Map>
        </value>
      </entry>

HI Suresh,

Yes, you can create another SIDM application with another ticket type, but ensure that you donot configured the same applications under ManagedResource mapping else it will cause issue to resolve the SDIM application for which the IdentityRequest / provisioning plans needs to be submitted.

In short you can have as below:
ServiceNow SDIM1 ==> Creates Service Request tickets for applications A, B, C
ServiceNow SDIM2 ==> Creates Incident tickets for applications P,Q,R
ServiceNow SDIM3 ==> Creates Change Request tickets for applications X,Y,Z.

As, I have shared the IdenitiyIQ 8.2 DOC link Sign In to Compass - Compass, you can see on that how to configure different (select) ticket type for an ServiceNow SDIM.

In the iiqHome/WEB-INF/config/connector/IdentityIQforServiceNowServiceDesk.xml , you need to update the “ticketType” entry key as directed:

  <entry key="templateApplication" value="ServiceNow Service Desk"/>
  <!-- 'ticketType' can be serviceRequest or incident or changeRequest -->
  <entry key="ticketType" value="serviceRequest" />

~Regards,
MuraliDhar

Thanks for your answer @MuraliDharKundu ,

I will check this and let you know the status.

Thanks,
Suresh