Basic Configuration of Service Request

• Create Catalog items on ServiceNow for each application on IdentityIQ that user wants to manage using IdentityIQ for Service Desk.

• The opened_by and requested_for fields receives values using the default Rule (Plan Initializer script) in ServiceNow Configuration file. Modify the Plan Initializer script as per requirement to populate the fields.

  For example, refer to requested_for catalog variable in the default Catalog item (SailPoint Access Request).

  Note
  If the user is not present on ServiceNow, then opened_by and requested_for fields will display default ServiceNow Administrator.

• Provide the mapping between Application and Catalog item in the catalogItem field in ServiceNow Integration Configuration file.

  The value is sys_id of catalog Item.

  For example:

  <entry key="Procurement_System" value="8053818edbffb300e90690b3db9619c4"/>

• By default, provision request will work for REQ. In order to track through RITM, additional tag needs to be added as shown below:

  <entry key="track_ritm" value="true" />

• Verify the default mapping between ServiceNow’s Request (REQ) / (RITM) Status field and IdentityIQ status in ServiceNow Integration Configuration file. This is used to update the status of IdentityIQ line item.

• Create and publish a workflow and attach it to the respective Catalog Item to handle the Requested Item (RITM).

  The workflow must be able to create a Catalog Task.

  For more information on procedure for creating the workflow, refer to the following link:

  https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/workflow-administration/task/t_CrtWkflwNewSvcCtlgItm.html

  Note
  Refer to the default workflow given with the SailPoint for Service Desk application. Login with the admin user or user with workflow_admin to create or update the workflow. 
  To customize the existing workflow, refer to the Workflow Customization for Task Configuration in a Service Request

• The default workflow, in the Run Script activity has a scripting logic to get values from Catalog Variables and assign to the fields of Service Request and Requested Item. Use that or modify accordingly. Configure the Workflow as per requirement.

• The State of Requested Item (RITM) changes when the State field of the Task changes due to the Workflow defined on the Catalog Item. The Request State on the Service Request changes due to the default ‘Service Catalog Request’ workflow.

• If some records or columns are not displayed with Minimum permission user, add the specific ACLs to view the records.

For more information on procedure for creating the ACL, see the following link:

https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/contextual-security/task/t_CreateAnACLRule.html