Creating servicenow ticket using Analytics

sampath18
Regular Contributor II
Regular Contributor II

Hi All,

We have a requirement to inform helpdesks over Snow ticket in the form of service task. We already have connection established to create tickets for different use case. 

However, in this scenario we need to create  a new ticket based on user's enddate in saviynt. How is it possible to achieve using saviynt analytics . for me rules are not looking as an option as ticket need to be created based on query data. We thought of using actionable analytics but new account action is not supported there. So how to achieve this task in best way.

 

Thanks
Sampath.

 

3 REPLIES 3

Rishi
Saviynt Employee
Saviynt Employee

You may have to use Saviynt 4 Saviynt process to update some user attribute so that it can trigger a rule for the account action you want to perform.

Refer this post where approach is discussed - https://forums.saviynt.com/t5/identity-governance/ad-admin-account-provisioning-through-servicenow-c...

sampath18
Regular Contributor II
Regular Contributor II

Hi @Rishi Since it is going to be New Account task for creating ticket. we thought of doing in following way. In our case ticket would need to be created based on some query, so we are creating technical rule and flag it as detective rule. Then Saviynt has job type called "Run Detective rule and take action" in this job we are selecting rule type technical rule and in query filter providing name as hr.name="rule name".

we  tested this approach and it is working as expected. However I would like to get feedback from saviynt forum and identify any unknown issues with this approach.

Since tasks are created and tracking’s is there there does not seems issue