One Identity Manager ServiceNow Application allows users that are assigned admin role/businessuser to request company resources such as applications, system roles, or group membership as well as non-IT resources such as mobile telephones or keys for themselves or their subordinates.
The resources are requested using the IT Shop from the ServiceNow catalog page. To raise a request for themselves, Request For Self can be selected. To raise a request for subordinates, Request For others can be selected. By default, users can raise a request for direct subordinate, but it can be extended to in-direct subordinates too. It requires configurational changes in APIServer (The required configurational changes are mentioned in later sections). See Enabling Indirect Reportees for Request Creation.
The detailed procedure to request an IT Shop item is explained below.
To request an IT Shop item from ServiceNow Catalog page:
-
From the ServiceNow instance portal navigate to the Catalog page.
-
Search for Request for Self or Request for others.
-
Users need to first login with One identity manager web portal credentials.
-
Post login, users will be redirected to request page.
-
Enter the Required details.
-
Validation is performed for each selected item before submission. If any selected item fails validation, the request cannot be submitted.
-
If the request passes all validations, proceed by clicking the submit button.
NOTE:
-
Fetch specific service item for a user using key search: If a particular service item is not available in the picker or service category for the service item is not known, users can directly search for the item on a search bar, and can select the specific item.
-
The request can be raised only from ServiceNow Service portal catalog page.
Request is submitted and processed based on the configuration combinations and approval workflow.
Once the request is approved from ServiceNow, the request is processed according to the approval policy applied on the requested service item in One Identity Manager. The request approval workflow of ServiceNow remains in the wait condition unless any activity(approve/reject) is performed from the One Identity Manager. The status of the request approval workflow of ServiceNow is updated accordingly.
User can change the number of times the request approval workflow executes using the max activity count property of workflow in ServiceNow.
Steps to change the max activity count
-
Navigate to the Workflow->Workflow Editor using the navigation bar of ServiceNow.
-
Click on the Approval Workflow for New Access Request.
-
Check out the workflow using the menu bar option.
-
Click on the properties.
-
Navigate to the Activities tab.
-
Change the max activity count value.
-
Publish the workflow using the menu bar option.
NOTE: If Request_approval_workflow_expire_in_days or max activity count condition is fulfilled, the ServiceNow request approval workflow is completed. The requested service item is aborted in the One Identity Manager if there is no activity on One Identity manager for the requested service item.