Ticket Creation for SDIM Entitlement Removals

Identity Security Cloud (ISC) ISC Discussion and Questions
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Hello,

We have SailPoint SDIM integration with Zendesk in place. We request something via Sailpoint request center(Access profiles/entitlements) and it creates a zendesk ticket as expected.

Problem: When a removal request for one of those SDIM entitlements is submitted, a Zendesk ticket isn’t created, and the removal request reviewer isn’t notified.

The Access Request Administration entry just shows that the removal request was completed. Can someone confirm if this is the expected behavior? Did we miss something when setting up the SailPoint SDIM integration with Zendesk?

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This is expected behavior. What you can do is after the removal have a trigger where Provisioning is completed and then raise a ticket from there

1 Like
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Thanks for your response, Rakesh!

The issue was actually caused by removing the entitlement from the wrong source. When the entitlement was removed from the correct source, the ticket was created as expected.

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