ServiceNow Service Desk Integration with 8.2

Implement & Extend
,
1

We are migrating from 7.3 to 8.2 and as part of this migration we are moving away from IntegrationConfig Based SNow Service Desk Integration to Application Definition Based.

I had couple of question :

1. In IntegrationConfig based SNow integration we were getting RITM number back in requestID but now we are getting REQ number. Is it possible get RITM in the new integration as well?

2. In 7.3 we had updated Soap message to add assignment_group in each RITM  but with the new integration I don’t see that option? How can I add assignment_group to each RITM?

2

..

3

were you able to find solution to your problem?

4

@ajmerasunny -

With the new integration, all requests will have a Req number, not RITM. This is out of the box, we weren’t able to change this.
The one issue with this approach was that if tickets were generated to multiple apps for the same identity, same Req number were being populated in all 3 ticket in SailPoint. We changed the integration to generate single request for each application, by adding this:
<entry key=“groupTicketBy” value=“Application”/>

We were able to add assignment group by adding this:

<entry key=“request”>
<value>
<Map>
<entry key=“assignment_group” value=“$!plan.arguments.assignment_group”/>
</Map>
</value>
</entry>

5

It looks like we need to pass the sys_id of the assignment group rather than the actual assignment group name, is there an option where we can pass the name?

6

I don’t think so, we weren’t able to use the name but had to pass sys_id.