Best Practices

Before you start the configuration process, you should make decisions about the following components of this integration:

• ServiceNow Details - Because you can create an integration for each ServiceNow instance that your company uses, if it meets the prerequisites, you need to identify the URL for each instance you want to integrate with. You will also need to identify the administrator details, and the applicable authentication requirements.
• Sources - For each source you want to integrate with ServiceNow, verify that it is configured for Provisioning.
  

Important
Consider editing the Description field for these sources to indicate that they're used in the ServiceNow Service Desk integration.

• Catalog Items - Make note of the Catalog Items in ServiceNow associated with the sources you want to integrate with.
• ServiceNow ServiceDesk UI Integration Statuses - Make a list of each possible status in ServiceNow that you want to map to a status in Identity Security Cloud. This will help you track tickets as they're worked. Most importantly, this will be used by Identity Security Cloud to determine when a ticket is closed in ServiceNow so that the related Identity Security Cloud provisioning task is also treated as complete. For more information about mapping statuses, refer to the Status Mapping section.
• Requests - Identify each type of provisioning action in Identity Security Cloud that you want to create a ticket for in ServiceNow, along with the information from those actions that should be included in the related ServiceNow ticket. For more information, refer to the Create a Ticket section.
• For the ServiceNow ServiceDesk UI Integration, the attribute synchronization is not recommended because it is dependent on the aggregation operations. If the attribute synchronization is not managed correctly, it can cause a lot of ticket creation.