Integrating IdentityIQ with the ServiceNow Service Catalog Application

Revised Date: 26 April 2024

Note

IdentityIQ connector information is now available as online help and PDF. The online help describes the latest updates for the connector.

To find documents related to a specific version of IdentityIQ, refer to the Supported Connectors for IdentityIQ page on Compass.

Configuration details for connectors may vary not only by release version but also by patch version. Be sure to refer to the correct documentation for your specific release and patch level.

The ServiceNow Portal Integration for IdentityIQ enables you to easily add and remove access from ServiceNow accounts. The account information available in ServiceNow is correlated to an identity in IdentityIQ. You can view the roles and access profiles associated with the identity and use them to manage access.

The ServiceNow Service Portal Integration for IdentityNow and IdentityIQ are separate ServiceNow apps available in the ServiceNow store. For more information about requesting SailPoint apps from the ServiceNow Store, refer to Requesting SailPoint App from the ServiceNow Store.

SailPoint’s Service Catalog app enables mutual SailPoint and ServiceNow customers to request and manage access through the Service Catalog – following a familiar workflow for a more seamless experience. The enhanced integration for IdentityIQ, includes the following:

  • Comments field updates.

    • Application administrators can configure the comments field to be mandated while requesting access.

    • Users have the ability to provide Global Comment and it will be copied to all line items in the access request or revoke access

  • Usability updates.

    • Users can navigate and perform all operations on the SailPoint's catalog page using the keyboard. Standard keystrokes like Tab, Shift+tab, Enter, Spacebar and Esc will help to navigate across various elements on the screen.

    • Users have the ability to sort the search results in ascending and descending order based on the name field.

  • Approval Flexibility improvements

    • Admins can now configure approval rules based on these additional Approval types: IdentityIQ Identity or WorkGroup, IdentityIQ Security Officer, IdentityIQ Workflow.

    • Approval flow when requester is same as approver will be based on the settings on the Setup page.

    • ServiceNow approval details will get recorded along with IIQ side approvals in the access request interaction section.

  • Customizable Page Headers

    • Application administrators can configure page headers with HTML tag-based instructions to offer guidance and instructions to users on the following pages: User search, Add access, Review existing access, and Review & Submit. This new feature provides a more personalized and informative experience for users while they navigate through the application.

  • Language Internationalization

    • ServiceNow Service Catalog now supports language internationalization. The application comes with pre-translated messages in English, French, and French Canadian. To extend internationalization and include additional languages, you can create language-specific messages in the sys_ui_message table.

  • Approval Flexibility

    • Enables the configuration of Approval Rules and arranges them in multiple levels (sequential and parallel).

    • Keeps the approval history in ServiceNow as well as IIQ for audit and reporting purposes.

    • Default Definitions applicable for all Entitlements and Roles.

  • Separation of Duties (SoD) Hard and Soft checks

    • Ability to configure at Admin level for checking for SoD violations. Hard Check will not allow to submit while Soft check will allow to submit with a warning.

  • Search engine performance and scalability improvements

    • Introduce pagination to retrieve data for faster fetching of records.

  • Stabilization and bug fixes

    • Improvement and fixing issues in the UI and user experience.