Create a Ticket

The contents of a service request define the components of the Identity Security Cloud provisioning task that are added to the ServiceNow ticket. SailPoint recommends that you include the Apache Velocity variables, as needed, to meet your specific use cases.

For each ticket created by the integration, a request is created that includes the approval flow along with an RITM (request item) as a child of the request to be completed in a ServiceNow managed system.

Note
The default setting will track REQ tickets. In order to track RITM, go to Add Field settings to add new field to Track RITM .

1. Enter the Short description for the ticket that you are creating. For example:

   SailPoint Access Request $!plan.arguments.identityRequestId

2. Enter the Opened By with the sys_id for the ServiceNow user from the Requester Source on Identity Security Cloud. The default value is:

   $!{plan.arguments.opened_by|'Default_ServiceNow_Account_Sys_ID'}

   In the default value provided above, replace Default_ServiceNow_Account_Sys_ID with the actual service account's sys_id.

3. Enter the Req Description of the requirement that generated the ticket. For example:

   Service Request created by Service Desk Integration Module (SIM)

4. Enter additional details in the Description field. For example:

   #if($request.operation == 'Create') Create Account on application $request.resource #else For $request.id in application $request.resource #end #if ($request.items) $newline #foreach ($item in $request.items) #if ($item.name == '*disabled*' && $item.value == 'true') Disable Account. $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') Enable Account. $newline #elseif ($item.name == '*locked*' && $item.value == 'false') Unlock Account. $newline #else $!item.Operation $item.name: $item.value $newline #end #end #else $newline $!request.Operation Account #end

5. Enter the Requested For with the set sys_id of a ServiceNow account for creating a ticket . Alternatively, you can also use the existing variable. Admin can create a ticket for an employee or request a ticket for themselves. For example:

   $!plan.arguments.requested_for

Add Field

If you want to add a field in ticket creation, select Add Field and add the relevant details for the new field. The field types are:

• Single Value

• Multi Valued Field

• Grouped Key-Value Pair
  

For example, if you want to add a Single Value custom attribute such as custom_attr, in the request to the ServiceNow managed system, add the custom_attr field using the Single Value type. The corresponding value can be either static or dynamic. For the dynamic value, use Velocity Template Expression. On ServiceNow managed system, ensure that the Catalog Item has the custom_attr variable.

Track RITM

Select Single Value. Add the details as shown below:

Name =track_ritm

Value =true

Note
The ticket number generated on the Service Desk system for the corresponding provisioning action can be seen under Search > Account Activity details of the identity. For more information, refer to Account Activity Using Search.

1. Enter the Description for the Incident that you are creating. For example:

   #foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #elseif($req.operation == 'Delete') Delete Account on application $req.resource For $req.id #if($req.arguments.comments) Comments: $req.arguments.comments #end #else For $req.id in application $req.resource #if($req.arguments.comments) Comments: $req.arguments.comments #end #end #if($req.items) $newline #foreach($item in $req.items) #if($item.name == '*disabled*' && $item.value == 'true') Requested action from SailPoint: Disable Account #elseif($item.name == '*disabled*' && $item.value == 'false') Requested action from SailPoint: Enable Account #elseif($item.name == '*locked*' && $item.value == 'false') Requested action from SailPoint: Unlock Account #else $!item.Operation $item.name: $item.value #if($item.arguments.comments) Comment from SailPoint: $item.arguments.comments #end #end $newline #end #end #end

2. Enter the Caller ID with the sys_id for the ServiceNow user from the Requester Source on Identity Security Cloud. The default value is:

   $!plan.arguments.requested_for

3. Enter the Short Description of the raised Incident ticket. For example:

   SailPoint Access Request $!plan.arguments.identityRequestId

4. Enter the Assignment Group (the group of users that are responsible for the Incident record). The default value is Service Desk.

5. Enter the Impact level of the ticket. The default value is 3.

6. Enter the Contact Type (the type of contact that created the ticket). The default value is email.

7. Enter the Opened by with the sys_id for the ServiceNow user from the Requester Source on Identity Security Cloud. For example:

   $!{plan.arguments.opened_by|'Default_ServiceNow_Account_Sys_ID'}

   In the provided default value, replace Default_ServiceNow_Account_Sys_ID with the actual service account's sys_id.

8. Enter the Urgency for the Incident. The default value is 3.

Add Field

If you want to add a field in ticket creation, select Add Field and add the relevant details for the new field. The field type is: 

• Single Value

• Multi Valued Field

• Grouped Key-Value Pair

For example, if you want to add a Single Value custom attribute such as u_custom_attr, in the request to the ServiceNow managed system, add the u_custom_attr field using the Single Value type. The corresponding value can be either static or dynamic. For the dynamic value, use Velocity Template Expression. On the ServiceNow managed system, ensure that the x_sap_sdim_incident transform table has the u_custom_attr variable.

Note
The ticket number generated on the Service Desk system for the corresponding provisioning action can be seen under Search > Account Activity details of the identity. For more information, refer to Account Activity Using Search.