Workflow SNOW ticket

Identity Security Cloud (ISC) ISC Discussion and Questions
1

We need workflow to create service now ticket to a specific group for LCS inactive/terminated user. How can we achieve this

2

Hello @satishNG,

I suggest you to use my following logic.

1 - Trigger on Lifecycle State :

Use the Identity Attributes Changed to trigger your workflow (documentation: Workflow Triggers - SailPoint Identity Services)

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Filter String : $.changes[?(@.attribute == 'cloudLifecycleState' && (@.newValue == 'inactive' || @.newValue == 'terminated'))]

2 - Action : Manage ServiceNow Ticket

Use the Manage ServiceNow Ticket Action (documentation: Workflow Actions - SailPoint Identity Services)

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Configure all information required inside the Action like Caller, Type, ServiceNow Tenant API, Description,…

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3 - Operator: Success

Finish the workflow logic by a Success Operator.

I send you my workflow attached to this reply :slightly_smiling_face: !

PoCCreateaSNOWTicketforinactiveusers20250729.json (1.5 KB)

I hope it will help you :melting_face:

3

Hello,

Yes, you can do that through ISC Workflows.

There are 2 options.

Option 1.

Using OOTB ServiceNow Request Action in WF. Refer the below screenshots.

You can use this action which is recommended from SailPoint as well

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Option 2.

Using OOTB HTTP Request Action in WF. Refer the below screenshot.

Previously, the specific ServiceNow Ticket action was not available in WF, hence, I have used the HTTP request method.

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The Algorithm which you can use is as follows.

  1. Start
  2. Call the Identity Attribute Change Trigger. Add a advanced Filter in Identity Attribute Changes where it will be triggered only when LCS state of the identity changes from active to disable/inactive
  3. Call “Get Identity” action method to fetch the details of identities
  4. Call the Action Method of “HTTP Request” or “ServiceNow Request” to call ServiceNow tenant and create the ticket to respective queue.
  5. Stop.

(Add the required conditions/checks in the workflows).

Thank You,

Regards,
Rohit Wekhande

4

thanks, it worked added email as well

1 Like