Status Mapping

You can map the status of the service request to the corresponding status of activity on the ServiceNow Service Desk managed system.

Select Add Status to add another row for status mapping.

For Identity Security Cloud, the types of status are:

• Committed

• Queued

• Failed

For the ServiceNow Service Desk managed system, the statuses for tracking REQ are:

• requested

• in_process

• closed_complete

• closed_incomplete

• closed_canceled

• closed_rejected

• closed_skipped

For the ServiceNow Service Desk managed system, the statuses for tracking RITM are:

• -5

• 1

• 2

• 3

• 4

• 7

• You can map the Incident status to the corresponding activity status on the ServiceNow Service Desk managed system.

• In an Incident ticket, the status map closure code has a higher precedence than the status.

Select Add Status to add another row for status mapping.

For Identity Security Cloud, the types of status are:

• Committed

• Queued

• Failed

For the ServiceNow Service Desk managed system, the statuses for Incidents are:

• 1

• 2

• 3

• 6

• 7

• 8

The following figured shows the status map close codes for Incidents:

For Identity Security Cloud, the types of statuses are:

• Committed

• Failed

For the ServiceNow Service Desk managed system, the types of ServiceNow SDIM Closer Codes for Incidents are:

• Solved (Work Around)

• Solved (Permanently)

• Solved Remotely (Work Around)

• Solve Remotely (Permanently)

• Closed/Resolved by Caller

• Not Solved (Not Reproducible)

• Not Solved (Too Costly)

• Duplicate

• Known error

• No resolution provided

• Resolved by caller

• Resolved by change

• Resolved by problem

• Resolved by request

• Solution provided

• Workaround provided

• User error