Managing Comments on Access Request

As a part of Access Provisioning, you can populate comments on the Access Request page. The comment is included out-of-the-box as a description attribute for each ticket type .

Upgrade Considerations

For existing Service Desk Integration application, you need to modify the application Debug page to include the comments for Access Request as explained below for each ticket type:

1. For serviceRequest ticket type:

   When the ticket type is serviceRequest then modify the value of the description to include comments as shown below in bold:

   <entry key="description" value="#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline #foreach($item in $req.items) #if ($item.name == '*disabled*' &amp;&amp; $item.value == 'true') Requested action from SailPoint : Disable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*disabled*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Enable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*locked*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Unlock Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #else $!item.Operation $item.name: $item.value #if ($item.arguments.comments), Comment from SailPoint : $item.arguments.comments #end $newline #end #end #else $newline $!req.Operation Account #if ($request.arguments.comments), Comment from SailPoint : $request.arguments.comments #end $newline #end #end" />

2. For changeRequest ticket type:

   When the ticket type is changeRequest then modify the value of the description to include comments as shown below in bold:

   <entry key="description" value="#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline #foreach($item in $req.items) #if ($item.name == '*disabled*' &amp;&amp; $item.value == 'true') Requested action from SailPoint : Disable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*disabled*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Enable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*locked*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Unlock Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #else $!item.Operation $item.name: $item.value #if ($item.arguments.comments), Comment from SailPoint : $item.arguments.comments #end $newline #end #end #else $newline $!req.Operation Account #if ($request.arguments.comments), Comment from SailPoint : $request.arguments.comments #end $newline #end #end" />

3. For incident ticket type:

   When the ticket type is incident then modify the value of the description to include comments as shown below in bold:

   <entry key="description" value="#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline #foreach($item in $req.items) #if ($item.name == '*disabled*' &amp;&amp; $item.value == 'true') Requested action from SailPoint : Disable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*disabled*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Enable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*locked*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Unlock Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #else $!item.Operation $item.name: $item.value #if ($item.arguments.comments), Comment from SailPoint : $item.arguments.comments #end $newline #end #end #else $newline $!req.Operation Account #if ($request.arguments.comments), Comment from SailPoint : $request.arguments.comments #end $newline #end #end" />