# ServiceNow ServiceDesk Integration

**URL:** <https://developer.sailpoint.com/discuss/t/servicenow-servicedesk-integration/73073>\
**Category:** SHF Discussion and Questions\
**Tags:** identity-security-cloud\
**Created:** [July 17, 2024, 10:58am UTC](https://developer.sailpoint.com/discuss/t/servicenow-servicedesk-integration/73073 "2024-07-17T10:58:38Z")\
**Posts on this page:** 3\
**Page:** 1

<div class="post-metadata">

**Author:** ![maheshtare](https://avatars.discourse-cdn.com/v4/letter/m/aca169/32.png) [@maheshtare](https://developer.sailpoint.com/discuss/u/maheshtare)\
**Post date:** [July 17, 2024, 10:58am UTC](https://developer.sailpoint.com/discuss/t/servicenow-servicedesk-integration/73073/1 "2024-07-17T10:58:38Z")

</div>

Hi Folks,

Looking for some help.

In ServiceNow ServiceDesk integration, how to modify request description specifically for Add or Remove Role operation.

OOTB integration generates ServiceNow ticket with description as follows:

- Add Role:- For \<email\_id\> in application \<Source\_Name\> Add Role \<Role\_Name\>
- Remove Role:- For \<email\_id\> in application \<Source\_Name\> Remove Role \<Role\_Name\>

My requirement is:-

- Add Role:- This request is raised via SailPoint Request Center to Add role For \<email\_id\> in application \<Source\_Name\>
- Remove Role:- This request is raised via SailPoint Certification Campaign to Remove role For \<email\_id\> in application \<Source\_Name\>

Thanks in advance!!!

---

<div class="post-metadata">

**Author:** ![neeraj99](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/neeraj99/32/14001_2.png) [@neeraj99](https://developer.sailpoint.com/discuss/u/neeraj99)\
**Post date:** [July 17, 2024, 11:22am UTC](https://developer.sailpoint.com/discuss/t/servicenow-servicedesk-integration/73073/2 "2024-07-17T11:22:42Z")

</div>

> [@maheshtare](#):
>
> This request is raised via SailPoint Request Center to Add role For \<email\_id\> in application \<Source\_Name\>

Hello @maheshtare, So first thing you need is to modify the SDIM before provisioning rule, so that you can get the email id of the user in the Plan.

Next, in order to dynamically update the Add role or remove role, you can use  
velocity scripting.

A sample snippet of how you can achieve that is attached below.

```auto
#if($request.items)#foreach($item in $request.items)#if($item.Operation == "Add")Add Role:- This request is raised via SailPoint Request Center to Add role For <email_id> in application <request.resource>#{else}Remove Role:- This request is raised via SailPoint Certification Campaign to Remove role For <email_id> in application <request.resource>#end#end#end

```

Note: Update the email based on your attribute.

Hope this helps.

---

<div class="post-metadata">

**Author:** ![system](https://global.discourse-cdn.com/sailpoint/original/2X/f/f2136700ed5e3703e0b85e02f6be799dacca7735.png) [@system](https://developer.sailpoint.com/discuss/u/system)\
**Post date:** [September 15, 2024, 11:22am UTC](https://developer.sailpoint.com/discuss/t/servicenow-servicedesk-integration/73073/3 "2024-09-15T11:22:53Z")

</div>

This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.