Integrating with ServiceNow Service Catalog

Revised Date: 25 May, 2022

The ServiceNow Portal Integration for IdentityNow enables you to easily add and remove access from ServiceNow accounts. The account information available in ServiceNow is correlated to an identity in IdentityNow, where you can view the roles and access profiles associated with the identity and use them to manage access.

The ServiceNow Service Portal Integration for IdentityNow and IdentityIQ are separate ServiceNow apps available in the ServiceNow store. For information about requesting SailPoint apps from the ServiceNow Store, see Requesting SailPoint App from the ServiceNow Store.

SailPoint has made significant improvements in our ServiceNow applications. If you’re currently using an earlier version of the SailPoint ServiceNow application, you’ll need to remove it before replacing it with this new version. After you’ve installed the new version from the ServiceNow store, upgrading to future versions will be much simpler.

Integrating with the ServiceNow Portal is different than using the SailPoint for Service Desk integration that converts IdentityNow provisioning activity into tickets in ServiceNow, and requires an IdentityNow ServiceNow ServiceDesk license.

  • Added new configuration options for number of displayed access profiles/roles on a single page, user attributes to display on the selection screen, and attributes to search by on user selection screen.
  • Introduced Recommendation button that provides access profile or role recommendations for a selected user. For more information, see the Using the ServiceNow Portal Integration for IdenityNow topic.

  • On the Setup page, you can specify a page URL to redirect users to when a request has been submitted successfully. For more information, see Configuring ServiceNow for Integration.

  • Partial word searching is now available in the app. You can use an * as a wildcard before or after the partial word. To find an exact match, put quotation marks around the phrase. For example:

    • To find all roles or access profiles that include acc, enter acc*.

    • To find an exact match for project manager, enter "project manager"

  • Starting in 2020, SailPoint ServiceNow apps will be distributed exclusively via the ServiceNow store. We’ve streamlined the process so you can install and deploy our apps more easily, following a process that’s familiar to ServiceNow users.

  • Access approvals are now handled by ServiceNow—and securely communicated to your SailPoint platform—so you don’t have to interrupt your workflow and leave the ServiceNow platform.

Due to these significant improvements, if you’re currently using an earlier version of the SailPoint ServiceNow application, you’ll need to remove it before replacing it with this new version. After you’ve installed the new version from the ServiceNow store, upgrading to future versions will be much simpler.