Trigger SNOW ticket creation post completion of New Account task for an Endpoint

[AG]

I am working on a use case where in we need to create ticket on SNOW post completion of "New Account" task for an endpoint say "EP1" ?

Does Saviynt support this feature OOTB? If not what all options we have for this requirement?

[rushikeshvartak]

Saviynt does not support this feature. Alternatively you need to create external jar to achieve this but product won’t support as once task is completed how status will be updated ?

[AG]

@rushikeshvartak  - What do you mean by "product won’t support as once task is completed how status will be updated" . Saviynt only send notification on certain task status but does not call/trigger other tasks.

Do you know how can we ask/clarify this use case from Saviynt in this post?

[rushikeshvartak]

How Service Desk Ticketing works in saviynt

• task generated with new state 
• create ticket using service desk connection
• task status changes to pending provision
• once ticket status is updated 
• task is marked as completed / discontinued as per configuration 

Here your ask is after task is completed create work order so even though you create the ticket how will you update status in saviynt.

You can submit idea ticket for same explaining business use case 

[AG]

OK, I guess, you are referring to the disconnected app provisioning using ServiceDesk connection.

In my case the App/EP1 is a connected one. Once New Account task for this connected app completes , I need to somehow create a ticket in SNOW with detailing post processing steps in the ticket.

Since this is not possible OOTB, I am exploring options with Actionable Analytics or may be a custom code.

[rushikeshvartak]

Even via actionable analytics there is no option to create ticket. You need to write external jar

[Manu269]

@AG as a part of SNOW ticketing integration, all the request access and approvals are achieved in EIC.

As a part of task you can create incident , RITM in snow.

based on the action taken in SNOW, EIC can mark the task status as completed or discontinued.

[AG]

Created Idea - Trigger SNOW ticket creation post completion of | Saviynt Ideas Portal

[rushikeshvartak]

Great close the thread by accepting answer

[AG · Accepted solution]

Since Saviynt does not have any OOTB feature for this use case, we have below options/workaround:

1. Use Analytics to send out email to SNOW and SNOW will create the ticket using emails. OR we can set email notification on completion of the New Account task for SNOW to create a ticket. Dependency is on SNOW.
2. If the access is provisioned using BR Rules, create a Dummy Logical EP for the same target accounts and create a task for this logical EP from the same Rule, using the task for Logical EP Create a ticket in SNOW. 
3. Bootstrap logical EP using SAV for SAV with the account details from the target app being provisioned. Once Bootstrapped, using Analytics creates an update account task for the logical EP to create a SNOW ticket.

Option # 2 & #3 is not a clean option and end up creating unnecessary  tasks. 

Suggestions/opinions? - Go with option #1 , if SNOW team agrees, otherwise #2

[rushikeshvartak]

Do you still need input ?