Saviynt as fulfillment System, ServiceNow as Request Form

[Community_User]

Originally posted on October 5 2021 at 16:39 UTC

Team,

We want to integrate "Saviynt as fulfillment system and ServiceNow as request creation/approval" for user creation in Saviynt such as the request approval process will happen in ServiceNow and once the request is approved then the user should be created in Saviynt(Need to make create user API call from Snow).

We are good about the create users in Saviynt steps. But in ServiceNow RITM/Tasks which gets generated to create user, what happens with that? will that get auto closed or Saviynt need to send some status back to ServiceNow to close ticket?

We didn't find any relevant information on Freshdesk connector section.

Does anyone knows how the ticket will be closed in ServiceNow once user created in Saviynt?

Note: There will not be any task generated in Saviynt for this use case. 

Please let me know if anyone already has implemented such scenario.

Thanks!

[Community_User]

Originally posted on October 12 2021 at 07:53 UTC

Hi Rohit, 

Thank you for posting this questions, 

Can you please give us a littlt more detail on your setup for this intragration? are you using Saviynt App for Service now for integration?

Regards, 

Belwyn.

[Community_User · Accepted solution]

Originally posted on October 13 2021 at 05:13 UTC

Also, we do not yet have the capability to create a user request from ServiceNow app but will be added in the upcomming updates. In case of access requests, currently RITM is closed complete once request in Saviynt is approved and tasks are created, but we are changing this behavior in our next release and marking Snow request closed completed when tasks are completed at Saviynt side.

[Community_User]

Originally posted on October 13 2021 at 06:57 UTC

Hi Belwyn,

Requirnment is: To create users in Saviynt through ServiceNow request form. All the requests & approvals will take place in ServiceNow application only fulfillment(provisioning) part will be handled via Saviynt.

Let's say, user "A" place a request in ServiceNow catalog form for create user. As soon as request is submitted in Snow, approval will happen and we will have REST API call in SNOW which will call SSM create user API and will create users in Saviynt. Once users are created in Saviynt(there won't be any task I believe, same observed when tried via postman), what happens with ServiceNow ticket? When/How it will be closed? 

Add. Info: We are not using Saviynt App functionality as this doesn't support the feature of creating user.

- We are integrating Saviynt with ServiceNow through a REST API in ServiceNow which will call 'Saviynt Create User API' to perform this task.

Saviynt version: 5.5 SP3.5

Please suggest on what happens with ServiceNow tickets and how that will be closed?

Let me know if you need any additional details.

[Community_User]

Originally posted on October 14 2021 at 23:48 UTC

Hi Rohit,

Based on the response of the Saviynt's CreateUser API, can't you handle the logic on your side to close the ticket ?

Regards,

Avinash Chhetri

[Community_User]

Originally posted on October 27 2021 at 13:08 UTC

Rohit, is there any update on this to you?