We are working on a ServiceNow service desk integration. We are able to successfully create tickets for ULM events using a flat file dummy application. Does the Service Desk Integration support updating an existing ticket or do we need an out of bounds call to update a ticket in ServiceNow.
Example:
Workday sends a joiner
SailPoint identifies a joiner and creates an AD account and creates a ticket to initiate other onboarding actions that are not part of ISC’s current scope of integrations, like request a laptop etc
WHAT WE NEED HELP WITH - After the ticket is created for a Joiner if the start date changes or the last name is corrected the client wants the information in the ticket to be updated.
Question:
Does the integration support update of ticket? Documentation indicates it does but I am not able to find how to do so.
@nikhil_mahadkar with Service Desk intégration you cannot update the same ticket created.
Any update attribute can result of new update operation that will create another ticket for example.
The solution that i think is :
You can create a flat file source called for example “ServiceNow Joiner Ticket Reference”
You can build a workflow called “ServiceNow Joiner ticket” and in this workflow you trigge the lifecyclestate update to create a ticket and once retrieve the reference of ticket and store it into “ServiceNow Joiner Ticket Reference”
With a second workflow you can trigge identity attribute change of attribute that you want (start date, lastname,etc.) if thoses attributes are changed, you can into your “ServiceNow Joiner Ticket Reference” if there any reference of ticket and then update it.
Once the SNOW ticket is created, it can be updated using the SailPoint Workflows. You can get the pending request details using the API and then use the workflow to update the information.