OpenText Identity Governance provides four distinct ServiceNow fulfillment target types: Generic, Incident, Request, and Task. Whereas the OpenText Identity Governance fulfillment targets are meant to provision or deprovision an application or permission to a user, the ServiceNow fulfillment types have a different purpose. Depending on your organization’s requirements, select the template from the list that best suits your needs:
Select the generic fulfillment type if you need customization that the other fulfillment types allow. In the out-of-the-box scenario, the generic fulfillment type generates an incident. It takes information from the OpenText Identity Governance change request item and then uses an ECMA script to create a SOAP XML payload which is then sent to ServiceNow.
Select the incident fulfillment type to create a ServiceNow incident to process each change request item. Fulfillment verification happens at the incident level.
Select the request fulfillment type to create a ServiceNow request to process each change request item. Fulfillment verification happens at the request level.
Select the task fulfillment type to group fulfillment items together based on the user. It creates a hierarchy of ServiceNow request, request items, and tasks. Here one request contains one to n request items grouped by user. Inside each request item, there are tasks for the actual change request item. Fulfillment verification happens at the task level.
The fulfillment status from these fulfillment types remain in the pending verification state. After the request is approved, the status in OpenText Identity Governance changes to verified.