Sending Attachments with Tickets

IdentityIQ supports the following OOTB attachment configurations:

  • Type - txt, png, jpg

  • Size - 5MB

  • Characters - Alphanumeric characters along with special characters: !#&'()+,-.=@[]^_`{}~ and unicode

  • Max Attachments - 5

Note

Supported extension types and size are configurable for ServiceNow Service Desk integration and can be done by updating the following properties file on the target system:

  • Type - glide.attachment.extension

  • Size - com.glide.attachment.max_size

To send an attachment with the ticket complete the following:

  1. Import the AfterProvisioningRule and add the additional required permissions.

  2. In IdentityIQ, go to Global Settings > IdentityIQ Configuration > Miscellaneous.

  3. In the Attachment Settings section, select the Enable Attachments checkbox.

  4. Update the ServiceNow SDIM application with the entry key as:

    <entry key="afterProvisioningRule" value="ServiceNow Service Desk File Attachment Rule"/>

Import AfterProvisioningRule

Import the ServiceNowServiceDeskFileAttachmentRule.xmltemplate, which is available at <identityIQ_Installation>\WEB-INF\config\connector. This rule is required to be modified as per your requirements.

Additional Required Permissions

Note

  • This ACL is required to be created for the sc_request, incident, and change_request tables.

  • Attachment support is provided only at Request level & not at Task level.

A new ACL is required to be created with the following permissions (this is specific to the SailPoint Service Desk Application not required at the Global level):

  • Application — ServiceNow for Service Desk

  • Operation — Write

  • Type — record

  • Role — Add the x_sap_sdim.admin role