We are delighted to share our new EIC Delivery Methodology for efficiently managing Saviynt Implementations and delivering quick time to value. CLICK HERE.

Provisioning Order - ServiceNow Account and ServiceNow Ticket

ashutoshkumar16
New Contributor II
New Contributor II

Hello Experts,

We have Implemented ServiceNow as Managed Application and ServiceNow as a Ticketing System. We have different connection,security system and endpoint for serviceNow account and ticketing system. 

Our requirement is when a new user is onboarded, it should create a ServiceNow account and a serviceNow Ticket and in the Technical, we have create account task for serviceNow account and for the ticket.

We are seeing the issue when generating the serviceNow ticket servicenow account has not created and There is a reference field in the ticket RequestedFor that we have to populate with serviceNow account sys_id for that user

Is there a way to make sure that ServiceNow account should provision first and Ticket later? more like somewhere I can specify provisioning order ?

3 REPLIES 3

SumathiSomala
All-Star
All-Star

Is there a way to make sure that ServiceNow account should provision first and Ticket later? more like somewhere I can specify provisioning order ?

@ashutoshkumar16 it is not possible. Once ticket is closed then new account will be created in ServiceNow.

Regards,
Sumathi Somala
If this reply answered your question, please Accept As Solution and give Kudos.

@SumathiSomala, Thanks for your reply, but we are treating SNOW ticketing system as a different application and SNOW account creating and SNOW Ticket Creation is completly independent task.

we have this precondition that when saviynt creates a SNOW ticket, SNOW account must be present. and as both ticket creation and snow account creation is part of the onboarding process we are seeing this inconsistency where some time ticket is been created first without any user associated with it as at the time of ticket creation snow account doesnot exist

 

Hemanath
Saviynt Employee
Saviynt Employee

Hi @ashutoshkumar16 ,

Try creating another Security System/endpoint as disconnected application to handle SNOW tickets.

Have a trigger chain Job, set the order of provisioning starts with SNOW Account creation and Disconnected SNOW Ticket endpoint. by this way you can achieve your use case.

Thanks,

Hemanath J