Generic Service Desk Integration Module

SailPoint’s Generic Service Desk Integration Module is designed to set up integrations with various ITSM platforms using and extending the standard template provided by us. It brings the service desk experience right out of SailPoint’s platform where the users can raise and track service desk tickets to their logical closure from the SailPoint platform itself.

Support Level: SailPoint Delivered

Connectors are developed by SailPoint's Engineering team and supported under annual SailPoint support and maintenance. Reach out to SailPoint support for assistance. Any customization done to set up integrations using the Generic Service Desk Integration Module will have limited support from SailPoint.

Supported Use Cases

Creation of tickets for manual provisioning operations and status checks.
Synchronization of ticket status between SailPoint's Generic Service Desk Integration Module (SDIM) and the ITSM ticketing system.
Retry Mechanism for 'Create Ticket' request failure

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Generic Service Desk Integration Module