16.12 Understanding and Configuring ServiceNow Templates

Identity Governance provides the following templates for ServiceNow:

  • ServiceNow Identity

  • ServiceNow Account

  • ServiceNow Permission

  • ServiceNow Generic Fulfillment

  • ServiceNow Incident Fulfillment

  • ServiceNow Request Fulfillment

  • ServiceNow Task Fulfillment

For additional information about configuring ServiceNow templates, see the following sections:

16.12.1 About ServiceNow Collectors

Collection from the ServiceNow portal is similar to other identity and application data sources. When you are configuring the templates, we recommend that you map the User ID from Source, Account ID from Source, and Permission ID from Source attributes to a unique identifier, for example, sys_ID as the mapping attribute. After collecting data, Identity Governance maps accounts and permissions to identities by association or other attributes.

16.12.2 About ServiceNow Fulfillment

Identity Governance provides four distinct ServiceNow fulfillment target types: Generic, Incident, Request, and Task. Whereas the 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 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 is used 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 Identity Governance changes to verified.