Hi Experts, We are experiencing issues with the ServiceNow ticket creation process (we are using the SDIM) following certification campaigns in ISC. Specifically, for Role Composition Certification, tickets are not being created in ServiceNow, although ticket creation works for User to Role Certifi…

Hi @jinmartin , As mentioned earlier you cannot have a ServiceNow ticket generated during Role Composition certification. The only way is to trigger using Workflow.

Here is what is currently configured: Requested_by: (sys_id) System: #if($request.resource == ‘DEV Active Directory [source]’) AD Account #else Application #end Request_description: SailPoint IdentityNow Certification Remediation Request $newline Summary of Access Removal: $newline Identity Name:…

[image] Jinky Martin: ServiceNow ticket creation process (we are using the SDIM) following certification campaigns in ISC. Specifically, for Role Composition Certification, tickets are not being created in ServiceNow, although ticket creation works for User to Role Certification for revoke acces…

I don’t think ServiceNow ticket will be generated for a Role Composition Campaign. Work Item will be created and assigned to the Role Owner. Can you please check if Work Item is created and assigned to the Role Owner ?

Hi @RAKGDS , yes workitem is being created. [image]

Hi @RAKGDS , i tried using now a workflow for creation of SNOW ticket, but im experiencing this error. [image]

Hi Jinky, For the Workflow to create the ticket, can you just try to create a simple ticket without Custom fields ? Once you are able to create the ticket in ServiceNow then you can go for Custom Fields. Thanks

Hi @RAKGDS , yes i tried to empy the custom Fields, but im still receiving the same error.

**Update SDIM does not work with Role Composition Certification as this relay on Identity Source, wherein the Role Composition does not have an Idenity, as an Alternative, im using a Workflow to trigger the SNOW ticket creation.

SNOW ticket not being created for Role Composition Certification Campaign

Identity Security Cloud (ISC) ISC Discussion and Questions

RAKGDS (Rakesh Bhati) June 3, 2025, 5:03am 6

Hi @jinmartin,
I don’t think you can do an integration with Service Desk as this is more of internally to IdentityNow and the action needs to be taken within IdentityNow. You can try using a workflow

Thanks

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SNOW ticket not being created for Role Composition Certification Campaign

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