We have service catalogue to raise a request and service desk configured to create a request for disconnected application.
I observed when user raise a request from catalogue in service now, it creates a REQ with manager approval. Once it is approved then access request is created in SailPoint and SailPoint creates another REQ using service desk.
I can see that there is parent RITM number is present on child REQ(created by service desk). Is there a way to create a single REQ for whole process?
Hello Deepak. This is expected when both the Service Catalog and Service Desk applications are used. The Service Catalog creates the original REQ/RITM, and the Service Desk integration creates a separate one for fulfilling the disconnected application.
The parent value indicates that the ticket-linking configuration between the two applications is working as designed. The documentation does not describe an OOTB way to consolidate them into a single REQ, so if that is a hard requirement, it would likely need a custom design on the ServiceNow side.
You’d have to modify the scripted REST endpoint that’s called by the service desk integration.
That being said, the only way I’m aware of to add a new RITM to an existing REQ record is via the GlideappCalculationHelper script API. Because this only works in the global scope, you’d have to create a new scripted REST endpoint in that scope.
If you end up doing that, you can’t use the servicenow SDIM source on the ISC side, you have to use the generic service desk connector.
It’s a lot of work just to satisfy a seemingly small use case - up to you if you want to take that on. Good luck!
This is expected behavior with the ServiceNow Service Catalog + SailPoint Service Desk integration.
When a user submits a catalog request:
ServiceNow creates the initial REQ/RITM and completes the approval process.
After approval, SailPoint receives the request and creates a separate Service Desk ticket (REQ/RITM) for fulfillment of the disconnected application access.
The second request is linked to the original request through the Parent RITM/REQ relationship.
Short answer: There is no out-of-the-box option in SailPoint Service Desk integration to reuse the original catalog REQ/RITM and avoid creating the secondary fulfillment request. The standard design is to create a separate fulfillment ticket for tracking and audit purposes.
If a single REQ is required, it would typically need custom ServiceNow workflow/process changes rather than SailPoint configuration.