Disconnected Application Integration Using SeriveNow Ticket

[Adithya]

Hi Saviynt Team,

We have a requirement to utilize a ServiceNow ticket for integrating disconnected applications (provisioning and deprovisioning functionalities), and our plan is to use the REST connector (CreateTicketJSON and TicketStatusJSON) for this purpose.

Note: In our project, access provisioning is ONLY through the use of Enterprise Roles.

Scenario: As an end user seeking enterprise roles access for this disconnected application (using ServiceNow ticket), I've submitted a request for five enterprise roles through Saviynt ARS.

Q1> In the above scenario, will Saviynt generate five individual ServiceNow tickets, or will there be only one ticket?

Q2> Just to be clear on ServiceNow ticket integration, could you explain the criteria – whether it's based on tasks or requests – that Saviynt follows when creating a ServiceNow ticket?

Appreciate your response at the earliest. Thanks!

[rohitkumarraj]

Hi Aditya,

A1) - As per below Saviynt documentation, It says that - in case of enterprise role request, It is going to create 1 ticket per ER request. Please look at below document. I suggest, test the behavior once to be sure!

https://docs.saviyntcloud.com/bundle/ServiceNow-v24x/page/Content/Additional-Reference.htm

A2) Ideally it will be based on request id, if the request id not generated(in case of rule) then it would be based on task.

Please note - If you are trying to fetch all entitlements using "allEntitlementsValues" in same api call then it would be single ticket having all entitlements value listed. 

If you are using single entitlement fetch binding variable then it would create multiple ticket for each entitlement.

Thanks,

Rohit

[rushikeshvartak]

Q1> In the above scenario, will Saviynt generate five individual ServiceNow tickets, or will there be only one ticket?

- Per request one servicenow request

Q2> Just to be clear on ServiceNow ticket integration, could you explain the criteria – whether it's based on tasks or requests – that Saviynt follows when creating a ServiceNow ticket?

--> Its based on requestKey

Following table provides more details for different types of objects requested and number of EIC Requests created, number of ServiceNow requests, and number of ServiceNow tasks created.

Refer https://docs.saviyntcloud.com/bundle/ServiceNow-v24x/page/Content/Additional-Reference.htm

[Adithya]

Hi @rushikeshvartak @rohitkumarraj  Thank you for the info.

@rushikeshvartak  Could you please help me on the below? In our project we use actionable analytics report to remove Enterprise role access of the user, on Day 44 after user left the organization.

Note: In our project, access provisioning is ONLY through the use of Enterprise Roles.

Q1> How many ServiceNow tickets will be created from Saviynt if Saviynt removes five enterprise role access for an end user through Actionable Analytics report? 1 or 5?

Q2> How many ServiceNow tickets will be created from Saviynt if reviewer revoke 5 Enterprise role access through Role Owner Campaign (User Access Review)? 1 or 5?

[rushikeshvartak · Accepted solution]

Q1> How many ServiceNow tickets will be created from Saviynt if Saviynt removes five enterprise role access for an end user through Actionable Analytics report?  5

Q2> How many ServiceNow tickets will be created from Saviynt if reviewer revoke 5 Enterprise role access through Role Owner Campaign (User Access Review)?  5

[Adithya]

Thank you so much for quick revert @rushikeshvartak . That helps.