Campaigns for Disconnected Application

[RV]

We have onboarded a Disconnected Application through CSV Imports and are looking to test Campaigns for this application.   When the certifier removes the Entitlement/Access, Saviynt creates the Task for Remove Access, and we are looking to integrate these Removal Tasks with ServiceNow, so a Task gets created in ServiceNow.  After the Task is closed in ServiceNow,  Remove Access Task in Saviynt should be closed.

Is this possible to integrate the Remove Access Tasks with ServiceNow for Task creation? 

If there is any better way to handle Certifications for Disconnected Applications, please let me know.

[adriencosson]

Hello @RV,

By looking at the following documentation : ServiceNow as a Ticketing System, t tasks such as "Remove Access" will trigger a ticket to ServiceNow if :

1. Your disconnected application has a "Service Desk" connection targetting SNOW
2. The connection includes a CreateTicketJSON.

You can even put condition in your JSON to sort out remediation tasks if created by a certification, using the sample code below, in the "type" parameter of the Ticket to be created

${if(task.tasktype==2 && task.source=='CERTIFICATION'){'Remove'}}

 Hope this helps !

[RV]

Thanks.   In the documentation,  it was mentioned to run WSRETRY provisioning job.   What should be the system in WSRETRY provisioning job,  Is it 'ServiceNow-REQ' or the Disconnected Application?

Also, In the documentation, It was mentioned that task needs to be completed in EIC,  and we do not want the task to be completed in EIC prior to the Ticket in Servicenow is closed.   Was it a typo in the documentation?

Once task is completed in EIC and you run the WSRETRY provisioning job, a corresponding ticket is created in ServiceNow using the CreateTicketJSON

[adriencosson]

Hi @RV,

From my understanding : 

1. In your Security System "Disconnected Application", you will set a "Service Desk Connection", with your ServiceNow connector that has the CreateTicketJSON configured.
2. Once the remove access task is created, the WSRetryJob should run for that "Disconnected Application" endpoint.
3. It would not be completed, but call the CreateTicketJSON to open respective ticket in SNOW, and the TicketStatusJSON would take care of closing the task once associated ticket is closed on SNOW side.

Hope this helps ! Feel free to let us know what result you got from your testing.

[RV]

Can you please provide sample for CreateTicketJSON and TicketStatusJSON?  I did not see any sample JSON for these calls.  

https://docs.saviyntcloud.com/bundle/SNOW-Saviynt-Integration-v5.5.x/page/Content/A-type-supp-intg/S...

[Manu269]

Hello,

Please find the details below :

1. Create a SNOW connection with CreateTicketJSON and TicketStatusJSON.

2. Create a SS for Disconnected System. Attach SNOW connection at SS for Service Desk Connection.

3. Create Endpoint and import account and access.

4. Create WSRetryJob with SS Name as Disconnected App.

5. Once the remove access task is created, the WSRetryJob should run for that "Disconnected Application" endpoint.

6. Based on CreateTicketJSON  requisite details would be captured in SNOW ticket.

7. Post ticket closure in SNOW, again re run the WSRetryJob Job.

8. Based on TicketStatusJSON the status would be reconciled.