Linking Ticket with Service Catalog

Link the tickets created by both SailPoint for Service Desk and SailPoint IdentityIQ for Service Catalog store applications installed on the same ServiceNow instance when both applications are used. To use this feature you must have the following installed:

• SailPoint IdentityIQ for Service Catalog version 3.1.0 or above

• SailPoint for Service Desk version 1.2.0 or above version installed

Setup on IdentityIQ instance

The Out Of The Box (OOTB) Service Desk Integration applications settings are provided by default. For the existing application you must configure it manually in the ServiceDesk application from application debug page.

Merge All Approve Request is TRUE

If theSailPoint IdentityIQ for Service Catalog application property Merge all approved request items for one user in one request in IIQ is set to TRUE you must perform the following steps

1. Modify the PlanInitializerScript from the ServiceNow Service Desk application xml by adding the following code:

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   Add this import statement at the start of PlanInitializerScript.
   import sailpoint.object.IdentityRequest;
   
   IdentityRequest identityRequest = context.getObjectByName(IdentityRequest.class, arguments.get("identityRequestId"));     
   if (identityRequest!= null) {
       if (identityRequest.getExternalTicketId() != null) {
          arguments.put("parent", identityRequest.getExternalTicketId()); 
       }
   }

2. Specify the field name that is used to set the parent for each ticket type.

   • For a serviceRequest ticket type, add the following entry key into the serviceRequest > provision > request map.

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     <entry key="correlation_id" value="$!plan.arguments.parent"/>

   • For a incident ticket type, add the following entry key into the incident > provision > request map.

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     <entry key="u_parent" value="$!plan.arguments.parent"/>

   • For a changeRequest ticket type, add the following entry key into the changeRequest > provision > request map.

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     <entry key="u_parent" value="$!plan.arguments.parent"/>

Merge All Approve Request is FALSE

If theSailPoint IdentityIQ for Service Catalog application property Merge all approved request items for one user in one request in IIQ is set to FALSE you must perform the following steps

1. Specify the field name that is used to set the parent for each ticket type.

   • For a serviceRequest ticket type, add the following entry key into the serviceRequest > provision > request map.

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     <entry key="correlation_id" value="$!plan.arguments.identityRequestId"/>

   • For a incident ticket type, add the following entry key into the incident > provision > request map.

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     <entry key="u_correlation_id" value="$!plan.arguments.identityRequestId"/>

   • For a changeRequest ticket type, add the following entry key into the changeRequest > provision > request map.

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     <entry key="u_correlation_id" value="$!plan.arguments.identityRequestId"/>

Setup on ServiceNow instance

The default setup links both these tickets using the parent field on tickets created by the SailPoint for Service Desk so you can use Out Of The Box (OOTB) related lists to show the linked records on requested items created by SailPoint IdentityIQ for Service Catalog.

1. Sign in to your ServiceNow instance as an administrator, and type sys_properties.FILTER in the application navigator. Press Enter to go to System Properties.

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2. Search for the x_sap_sdim.relationship_field_name property name.

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3. The default value is set to correlation_id. Update the value to a different field from the request (sc_request) table, if you are using correlation_id for another integration.

   Note
   
   This is only applicable for the Service Request ticket type.

4. Select Save. Now you must update field mapping in the Service Desk application on IdentityIQ as mentioned in the above section, Setup on IdentityIQ Instance.