Configuring IdentityIQ to Integrate with ServiceNow

This section provides the required information for configuring IdentityIQ to integrate with ServiceNow.

This is intended as an introduction to the configuration needed to integrate IdentityIQ with ServiceNow. It outlines some examples that must be used as a reference point for implementation. Some changes may be required to meet specific use case and expertise around both systems are a must for the successful implementations.

SailPoint provides a default ServiceNow configuration. This configuration implements the integration between IdentityIQ and the ServiceNow to fulfill creation of tickets based on IdentityIQ access certification remediation events.

The default configuration is located in the following directory, where iiqHome is the location where IdentityIQ was installed:

iiqHome/WEB-INF/config/connector/IdentityIQforServiceNowServiceDesk.xml

The configuration must include the following entries:

Applicable if authenticationType is selected as Basic

Applicable if authenticationType is selected as OAuth2

The Application Configuration XML should have all configurations for Service Request, Incidents and Change modules. Depending on the type of selection for ticketType, respective configuration would be executed by connector for the request processing.

Each module would have provision and checkStatus entries as mentioned below:

Provision:

Entries	Description	REQ Tracking	RITM Tracking
resource	Ticket creation RESTendpoint. Do not provide the base URL in the value. The system automatically appends the base URL to the endpoint value. Only provide the remaining endpoint URL. ServiceNow: /api/x_sap_sdim/sailpoint_cart_js_api/create_ticket	-	-
catalogItem	(For Service Request only) Map that provides the key value pair of managed application names and catalog item IDs.	-	-
responseElement*	The value is the JSON path expression, which provides information about where to find the ticket number in the response from the REST endpoint.	`<entry key="responseElement" value="$.result.request_number"/>`	`<entry key="responseElement" value="$.result.items"/>`
requestObject	The value represents the JSON root element in the request.	-	-
request	Map that represents request payload, which has a velocity template expression and velocity variables that dynamically update by integration before making the REST call.	-	`<entry key="track_ritm" value="true" />`

Check Status:

Entries	Description	REQ Tracking	RITM Tracking
resource	Ticket creation RESTendpoint. Do not provide the base URL in the value. The system automatically appends the base URL to the endpoint value. Only provide the remaining endpoint URL.	`<entry key="resource" value="/api/now/table/sc_request" />`	`<entry key="resource" value="/api/now/table/sc_req_item" />`
checkStatusQueryParam	Map that provides any query parameters needed for RESTcall.	`<entry key="sysparm_fields" value="request_state" />`	`<entry key="sysparm_fields" value="state" />`
responseElement*	The value is JSON path expression which provides information about where to find ticket number in the response from REST endpoint.	`<entry key="responseElement" value="$.result[0].request_state"/>`	`<entry key="responseElement" value="$.result[0].state"/>`
statusMap	Map that relates Ticket System status to IdentityIQ status.	-	-
statusMapCloserCode	Map that relates Ticket System status to IdentityIQ status. This field has higher precedence over status map.	-	-

If any changes required in the mapping, change the default value/key values in statusMap and statusMapCloserCode as mentioned in the following tables:

statusMap for Service Request to track REQ ticket

Entry key (ServiceNow)	Value (IdentityIQ)
closed_cancelled	Failed
closed_complete	Committed
closed_incomplete	Failed
closed_rejected	Failed
in_process	Queued
requested	Queued
closed_skipped	Failed

statusMap for Service Request to track RITM ticket

Entry key (ServiceNow)	Value (IdentityIQ)
-5	Queued
1	Queued
2	Queued
3	Committed
4	Failed
7	Failed

statusMap and statusMapCloserCode for Incident

Entry key (ServiceNow)	Values (IdentityIQ)
statusMap
1	Queued
2	Queued
3	Queued
6	Committed
7	Committed
8	Failed
statusMapCloserCode
Solved (Work Around)	Committed
Solved (Permanently)	Committed
Solved Remotely (Work Around)	Committed
Solved Remotely (Permanently)	Committed
Closed/Resolved by Caller	Committed
Not Solved (Not Reproducible)	Failed
Not Solved (Too Costly)	Failed
Duplicate	Failed
Known error	Failed
No resolution provided	Failed
Resolved by caller	Committed
Resolved by change	Committed
Resolved by problem	Committed
Resolved by request	Committed
Solution provided	Committed
Workaround provided	Committed
User error	Failed

statusMap for Change Request

Entry key (ServiceNow)	Value (IdentityIQ)
-1	Queued
-2	Queued
-3	Queued
-4	Queued
-5	Queued
0	Queued
3	Committed
4	Failed

Once the configuration information is populated then import the IdentityIQforServiceNowServiceDesk.xml file to create an application.

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