# ServiceNow Service Desk Integration with 8.2

**URL:** <https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353>\
**Category:** Implement & Extend\
**Tags:** servicenow, extensibility\
**Created:** [March 4, 2022, 5:11pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353 "2022-03-04T17:11:58Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![kpudasaini](https://sea3.discourse-cdn.com/sailpoint2/discuss/user_avatar/community.sailpoint.com/kpudasaini/32/17316_2.png) [@kpudasaini](https://community.sailpoint.com/discuss/u/kpudasaini)\
**Post date:** [March 4, 2022, 5:11pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353/1 "2022-03-04T17:11:58Z")

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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&nbsp; but with the new integration I don’t see that option? How can I add assignment\_group to each RITM?

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**Author:** ![kpudasaini](https://sea3.discourse-cdn.com/sailpoint2/discuss/user_avatar/community.sailpoint.com/kpudasaini/32/17316_2.png) [@kpudasaini](https://community.sailpoint.com/discuss/u/kpudasaini)\
**Post date:** [March 14, 2022, 5:28pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353/2 "2022-03-14T17:28:32Z")

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..

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**Author:** ![sa8173](https://sea3.discourse-cdn.com/sailpoint2/discuss/user_avatar/community.sailpoint.com/sa8173/32/18965_2.png) [@sa8173](https://community.sailpoint.com/discuss/u/sa8173)\
**Post date:** [December 5, 2022, 7:07pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353/3 "2022-12-05T19:07:54Z")

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were you able to find solution to your problem?

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**Author:** ![kpudasaini](https://sea3.discourse-cdn.com/sailpoint2/discuss/user_avatar/community.sailpoint.com/kpudasaini/32/17316_2.png) [@kpudasaini](https://community.sailpoint.com/discuss/u/kpudasaini)\
**Post date:** [December 5, 2022, 7:23pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353/4 "2022-12-05T19:23:45Z")

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@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\>

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**Author:** ![swathi\_chukkala](https://avatars.discourse-cdn.com/v4/letter/s/e0b2c6/32.png) [@swathi\_chukkala](https://community.sailpoint.com/discuss/u/swathi_chukkala)\
**Post date:** [February 9, 2023, 10:01pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353/5 "2023-02-09T22:01:52Z")

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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?

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**Author:** ![kpudasaini](https://sea3.discourse-cdn.com/sailpoint2/discuss/user_avatar/community.sailpoint.com/kpudasaini/32/17316_2.png) [@kpudasaini](https://community.sailpoint.com/discuss/u/kpudasaini)\
**Post date:** [February 10, 2023, 1:52pm UTC](https://community.sailpoint.com/discuss/t/servicenow-service-desk-integration-with-8-2/25353/6 "2023-02-10T13:52:38Z")

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