Configuring the Comments

ServiceNow admins have the ability to configure the comments field in ServiceNow while requesting access as mandatory or non-mandatory.This field is now configured based on the settings defined in Identity Security Cloud. The global comments field provides the ability to make changes in all requested/review line items.

Admins can now decide to either pre-fill the comments with standard text that can be customized via the SetUp page.

Note
Prior to version 3.0, the comments field in ServiceNow auto filled with a standard text while requesting access. Now, using the global comment field will write to all line items.

Color legend for the comment icon in the Request/Review Access UI:

  1. Red - Mandatory and empty

  2. Grey - Non-mandatory and empty

  3. Primary Color of the ServiceNow instance - Comment field has text filled.

  • The comments field can be set with a default text value for each of the line items through the SetUp page, however, this can be changed by admins.

  • Comment Configuration of the line item will reflect the behavior (mandatory or non-mandatory) based on the settings in Identity Security Cloud if the field is left empty in the setup page.

How to enable comment configuration:

  1. Go to SailPoint Identity Security Cloud for Service Catalog > Setup.

  2. Go to settings with the label, Default comments for requested items. Keep it blank to impose comment configuration of IDN.

    1. The default text included is "ServiceNow SailPoint Catalog Integration – Default Comments" to enable compatibility for versions prior to v3.0. This text can be updated as per your organization standards.

    2. Leave it blank to impose comment configuration of Identity Security Cloud.

  • Users have the ability to copy comments across all line items during request/review using the Global Comments

    functionality.

  • The comment icon in the top right of the page is the Global Comments field. A change made to this field will reflect the same text to the comment fields of all the line items on that page.

Note
Any changes made to individual line items will also be overwritten by making edits to the Global Comments field.