# Additional Information

Be sure to close all open access requests before starting the following scenarios:

- When migrating from an Integration config-based Service Desk Integration Module to an Application-based Service Desk Integration Module.
- When switching from one ticket type to another ticket type.

## Workflow Customization for Task Configuration in a Service Request

You can modify the workflow of the task configuration in the ServiceNow managed system.

> [!IMPORTANT]
>
> You must have the workflow\_admin role to make changes in the workflow.

To modify the workflow of the task configuration:

1. Go to the ServiceNow application **\> Settings**. A pop-up window for System Settings appears.
2. Select the **Developer** tab. In **Application**, ensure SailPoint for Service Desk is selected.

   > **Screenshot**
   >
   > [![Developer application settings](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_settings.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_settings.png>)
3. Search for and select **Workflow Editor** from **Filter Navigator**. Then, select the SailPoint Access Request name.

   > **Screenshot**
   >
   > [![Workflow Editor](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_workflow_editor.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_workflow_editor.png>)
4. Select **Checkout** from the left-hand side of the **Workflow Actions** list.

   > **Screenshot**
   >
   > [![Checkout workflow action](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_checkout.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_checkout.png>)
5. Double-click **Catalog Task**. A pop-up window for **Activity Properties: Catalog Task** appears.

   > **Screenshot**
   >
   > [![Catalog Task activity properties](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_catalog_task.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_catalog_task.png>)
6. Scroll down to the **Script** section and select **Advanced**. This allows you to edit the **Advanced Script**. You can map as many catalog variables as you want as part of the script, and the mapping is reflected on the Task. Select **Update** to save the workflow changes.

   > **Screenshot**
   >
   > [![Advanced script](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_advanced_script.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_advanced_script.png>)

Task-level changes are reflected on the ServiceNow ticket as shown below:

> [!NOTE]
>
> **Screenshot**
>
> [![Task-level changes on the ServiceNow ticket](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_ticket.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/workflow_customization_ticket.png>)

## Upgrade Considerations

This section lists points to consider when upgrading from any previous version to v1.1.0, or through v1.1.0.

> [!NOTE]
>
> This section does not capture changes to the product in other versions.

If both the **SailPoint for Service Catalog** and **SailPoint for Service Desk** store applications are installed on the same ServiceNow instance, you can link the tickets created by both of these applications. For more information, refer to [Linking with SailPoint Service Catalog](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/configuring.html#linking-with-sailpoint-service-catalog>). By default, this setup links these tickets using the **parent** field on tickets created by **SailPoint for Service Desk**. This means you can use out-of-the-box related lists (Requests \> Parent) to display linked records on requested items created by **SailPoint for Service Catalog**. Because this linking uses the **parent** field, you must remove existing transform map entries for the **parent** field.