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servicenow - multiple tickets for same endpoint

shivmano
Regular Contributor III
Regular Contributor III

Hi Team,

I am looking for a way to be able to create 2 RITMs with 2 different service-now groups for a single access request. 

i.e - User requests for entitlement A, once the approval is all done, I need to be able to create 1 ticket with servicenow group X and 1 ticket with servicenow group Y. Is this possible? 

5 REPLIES 5

stalluri
Regular Contributor II
Regular Contributor II

Try creating emails at task level so we can create separate emails for each entitlement.


Best Regards,
Sam Talluri
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Manu269
All-Star
All-Star

@stalluri if both the groups/entitlements are part of a same request than EIC OOTB connector for servicedesk will create a single RITM ticket.

Regards
Manish Kumar
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stalluri
Regular Contributor II
Regular Contributor II

Got it. 


Best Regards,
Sam Talluri
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shivmano
Regular Contributor III
Regular Contributor III

@Manu269 is there a way to open tickets with 2 different teams for a single entitlement? 

Manu269
All-Star
All-Star

Hello @shivmano 

I believe this is not possible.

Reason : When you create a ticket you might by passing the user group or assignee name to take care of request.

Regards
Manish Kumar
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