Prerequisites

IdentityIQ for ServiceNow Service Desk supports the ServiceNow releases mentioned in ServiceNow Store.

Note
For more information on the supported versions of ServiceNow releases with IdentityIQ, refer to IdentityIQ Support for ServiceNow Applications and Integrations.

  • A connector must be setup between ServiceNow and SailPoint to aggregate and correlate ServiceNow users with SailPoint identities.

  • ServiceNow Instance must be up and running.

  • Install SailPoint for Service Desk application from ServiceNow store on the ServiceNow instance.

    For more information on installing the Service Desk application, refer to Requesting and Installing SailPoint Apps from the ServiceNow Store.

  • The IdentityIQ for Service Desk Administrator must be assigned the x_sap_sdim.admin role.

  • Ensure that ServiceNow accounts are aggregated in IdentityIQ.

Note
To track RITM status for service requests, it is mandatory to install SailPoint for Service Desk (version 1.0.8 or higher) from ServiceNow store. By default, the existing application supports REQ status only.