Ticket Creation

The information provided in this section is used to create a ticket on the Generic SDIM.

These tickets contain information that can be used by IT, compliance auditors, and executive management.

The contents of a ticket define the components of the Identity Security Cloud provisioning task that are added to the ITSM ticketing system ticket. SailPoint recommends that you include the Apache Velocity variables as needed to meet your specific use cases.

SailPoint provides a Sample Description field, however you will add required fields based on your target ITSM system, and then delete this sample field.

  1. To add a field, select Add Field. Select the field type and enter the required information based on the type. Options are Single Value, Number, Multi Valued Field, Grouped Key-Value Pair, and Raw JSON.

  2. To add additional fields, select Add Another.

  3. Once completed, select Save. Select the trash can icon to remove fields that are not needed

Advanced Properties

To add advanced properties, select View Advanced Properties.

  1. Enter the Velocity Expression in Process Response Element Expression, which provides parsing logic to fetch the ticket number from the response. For example:

    $response.substring($StringUtils.lastIndexOf($response, '/') + 1)

    Note
    Applicable only if the ticket creation API returns a URL containing the ticket number. Not applicable if only the ticket number itself is returned.

  2. Enter the basic JSON root element of the request ticket in Request Root Element .

    values

  3. Enter the Request Root Element Type of JSON Request. For example:

    JSONObject

  4. Enter the Resource used for the request ticket. This is ticket creation REST endpoint. Do not provide the base url in the value. Base URL would be appended to this endpoint value. Provide only remaining endpoint URL. For example:

    /api/x_sap_sdim/sailpoint_cart_js_api/create_ticket

  5. Enter the JSON path expression that indicates the location of the ticket number in Response Element . For example:

    $.values.['Incident Number']

Request:

UI fields:

Note
The ticket number generated on the Service Desk system for the corresponding provisioning action can be seen under Search > Account Activity details of the identity. For more information, refer to Account Activity Using Search.