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Configuring ServiceNow for a Service Request

In the ServiceNow managed system, perform the following steps:

  1. For each source that you want to integrate with, either identify the existing catalog items associated with that source, or create catalog items in ServiceNow. You can use the default catalog item named SailPoint Access Request.

    Screenshot

    ServiceNow catalog items

  2. Copy the sys_id for each catalog item so that you can use it while defining the integration, as described in Catalog Mapping for Service Requests.

    Screenshot

    ServiceNow catalog item sys_id

  3. Create and publish a workflow based on the default workflow. The default example is the SailPoint Access Request workflow.

    Screenshot

    ServiceNow workflow

  4. Attach the workflow to the respective catalog item to handle the Requested Item (RITM) and Service Request. The workflow must be able to create a Catalog Task.

  5. Repeat the previous steps for each ServiceNow instance you want to integrate with.

Note

To customize the existing workflow, refer to Workflow Customization for Task Configuration in a Service Request.

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