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Identity Manager 9.2 - ServiceNow Module Release Notes

Release Notes

One Identity Manager and Service Now Integration 9.2

Release Notes


16 October 2023, 08:19

These release notes provide information about the One Identity Manager and ServiceNow Catalog Integration release.


About this release

This release provides integration of One Identity Manager with IT Service Management solution, ServiceNow. One Identity Manager’s IT Shop services can be requested from self-service portal in ServiceNow.

Supported platforms

SCN Module with ServiceNow Service Catalog integration is available on One Identity Manager 9.2.

New Features

New features from the integration of One Identity Manager and ServiceNow:

  • The ServiceNow Request Approval workflow is enhanced to close the request only after an action for the request (raised in One Identity Manager) has been performed on One Identity Manager. In case no action for the request has been taken in One Identity Manager within the specified duration, the request is automatically aborted in One Identity Manager and closed in ServiceNow.

  • Identities are fetched according to their User Type from OneIM to ServiceNow using the configuration parameter “employee_type”.

  • By default, all type of identities are synced from One Identity Manager to ServiceNow. Optionally, the type of Identities to be synced from One Identity Manager to ServiceNow can now be specified in the configuration parameter "Identity_Type" in ServiceNow.

  • Minimum number of characters needed for searching the service items and service category in ServiceNow Portal Page can be configured in the Configuration Parameter "minimum_input_ length_for_ service_category" and "minimum_input_ length_for_ service_item" in ServiceNow.

  • A service item's validity time(Valid From and Valid Until) entered in the service portal page will be in servicenow user's preferred timezone. The time is converted into GMT format before raising the request in One Identity Manager.

  • New Identities for One Identity manager can be created from ServiceNow using the Person onboarding form from the service portal.

Resolved Issues

The following is a list of issues addressed in this release.

Table 1: General resolved issues
Resolved Issue Issue ID

The ident_QBMServerTag property of the ServiceNow Connector is now changed from "SCN-Connector-EXT" to "ServiceNow Connector". Also, the translation is updated to "ServiceNow Connector"


Fixed the issue of SCN Job Component in creation of multiple incidents at a time


Unauthorized error while trying to connect ServiceNow with One Identity Manager On Demand


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