Basic Flow of Service Request

IdentityIQ creates ticket by requesting a Catalog item on ServiceNow. Each application on IdentityIQ has a Catalog item defined on ServiceNow. IdentityIQ calls ServiceNow's Web Service requesting the Catalog Item. The Web service creates a Cart and adds the Catalog item to the cart. The Catalog item has Catalog Variables. The information is taken from the IdenityIQ's request and passed on to these Catalog Variables. The Catalog Item has a Workflow attached to it. After adding Catalog Item to the cart, Cart is submitted. Submission of cart triggers the Workflow. The workflow creates a task by passing the information from Catalog Variables to Service Request. The Requested Item ticket number is returned as the response which is later used to check the status.

Depending on the workflow configuration, the task is assigned to the user (group or individual), who then performs the action which results in change in the State of the Requested Item.

Note
For LCM flow, when ticket type is serviceRequest, REQ would be created per Identity and RITM would be created per application associated with Identity.

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Basic Flow of Service Request

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