Customize Ticket Fields

You can customize the ticket fields based on your requirements. You can set up a Before Provisioning rule to generate ticket fields.

Moving from Plan Initializer Script Rule to Before Provisioning Rule

Create a new rule with a distinct name that is different from the default rule name (Sample Before Provisioning Rule for SDIM). You can set this new rule for the integration using API. For more information see Service Desk Integration Update - PATCH API. If you are using the out-of-the-box PlanInitializerScript in your ServiceNow Service Desk integration, use Service Desk Integration Update - PATCH API to update the integration to use the out-of-the-box Before Provisioning rule.
If you have customized the out-of-the-box PlanInitializerScript in your ServiceNow Service Desk integration, contact SailPoint Services forsetting up a Before Provisioning rule for your integration. And then use Service Desk Integration Update - PATCH API to update the integration for using the new Before Provisioning rule.
After the two steps mentioned above, raise a support request at support@sailpoint.com to enable the feature flag GOV_DISABLE_PLAN_INITIALIZER in your Identity Security Cloud instance.

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Customize Ticket Fields

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