Managing Comments in the IdentityNow

To populate comments on the Access Request

As a part of Access Provisioning, you can populate comments on the Access Request page in the IdentityNow. The comment is included out-of-the-box as a Description field for the ticket type during Ticket Creation.

For existing Service Desk Integration configuration, you need to modify the Description field in the Ticket Creation section to include the comments for Access Request as explained below for the following ticket type:

For serviceRequest ticket type:

When the ticket type is serviceRequest then modify the value of the Description to include comments as shown below:

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

Note
For special characters handling in the comment, refer to the instructions explained in the troubleshooting point: Error: Ticket creation fails when Access Request comments contains special characters.

To populate ticket resolution comments on the Identity Request

You can populate resolution comments from ServiceNow on the Identity Request in the IdentityNow. The resolution comments from the ServiceNow ticket (Service Request / Incident ) mentioned as Close Notes will be fetched and shown on the Identity Request page as Errors and Warnings message. The respective Close Notes for any ticket type can be fetched based on the tracking status you are interested in. For more information, refer to Status Mapping Advanced Properties