Identity Manager 8.1 - Administration Guide for Connecting to ServiceNow

Configuration of ServiceNow Connection Parameters

Configuration of ServiceNow Connection Parameters

The below mentioned ServiceNow connection parameters must be assigned in the One Identity Manager designer.

  • InstanceURL

  • InstanceUser

  • InstanceUserPassword

The above mentioned connection parameters can be found by navigating to Base Data | General | Configuration Parameters | SCN.

Enabling the Service Category for ServiceNow

Perform the procedure detailed below to enable service category for ServiceNow:

  1. Navigate to Manager | IT Shop | Service Catalog. This lists down all the service categories.

  2. Select the Service Category for which ServiceNow must be enabled. Edit the master data for the same.

  3. Select the Enable for ServiceNow check box.

NOTE: This option is only visible with the latest QER.forms.vif. Please ensure that the latest QER.forms.vif file is present. Contact the support team to get the latest file.

Configuration of One Identity Manager Custom IT Shop

This component requires the creation of a customized approval policy, which should be bound to the IT shop elements.

Creating approval policies for external approval

Before the commencement of the working with the IT shop, it is essential to have the approval policies configured to require approval from external sources. Approval polices have been created using the following steps:

  1. Navigate to the Manager | IT Shop | Basic Configuration Data | Approval work flow.
  2. Create a new approval work flow. Add a new Approval level.

  3. Give an appropriate name in the Single Step field. Select EX-Approval to be made externally from the Approval Procedure drop-down menu.

  4. Select the Processing Status on success field to Assigned by self-service.

  5. Add an appropriate Event name.

  6. Create a new approval policy by navigating to Manager | IT Shop | Basic Configuration Data | Approval Policies.

    Figure 2: One Identity Manager - External Approval

  7. Provide an appropriate name for the policy and select the approval work flow that was created earlier.

Sample IT Shop creation with assigning external approval policy

One of the key components for this component it the requirement of the IT shop where users can request things to be assigned. There are two ways of configuring the IT shop. They are as follows:

  • Creating a new IT shop or adding a new shelf to an existing IT shop

  • Modifying the approval policies of an existing IT shop

Use Case Scenarios

This section provides description about the following use case scenarios:

  • Use Case Scenario with One Identity Manager as Master
  • Use Case Scenario with ServiceNow as a One-Stop Shop and Configuration
  • Use Case Scenario with ServiceNow as Master

Use Case Scenario with ServiceNow as Master

Use Case Scenario with ServiceNow as Master

This use case deals with creating a ticket on ServiceNow for any item that is requested on the One Identity Manager web portal. To enable the functionality of creating a ServiceNow ticket for a service item, the service category has to be enabled for ServiceNow.

The process chain SCN_Create ServiceNow ticket creates a ticket on ServiceNow, based on the parameters configured in the process task. Once a ticket is created, it has to be resolved on ServiceNow, as ServiceNow is the master. Another process chain SCN_Check_status_of_the_ServiceNow_ticket is run on a scheduled basis to check for the PersonWantsOrg entries, that are still open and associated with a ticket in ServiceNow.

The schedule for checking the status of the ticket can be set, by changing the schedule in the Designer | Base Data | General | Schedules. Select the schedule Service now Ticket status check schedule.

The process chain returns SNOWResponse variable which contains the status of the ticket from ServiceNow. This response is used to change the associated PersonWantsOrg entry in One Identity Manager.

In an error scenario where the ticket is not created for a PWO request entry, the request goes into the denied state automatically and the user can request for the same product again.

Use Case Scenario with One Identity Manager as Master

Use Case Scenario with One Identity Manager as Master

This use case deals with creating a ticket on ServiceNow for any item, that is requested on the One Identity Manager web portal. To enable the functionality of creating a ServiceNow ticket for a Service item, the service category has to be enabled for ServiceNow.

The SCN_Create ServiceNow ticket process chain creates the ticket on ServiceNow, based on the parameters configured in the process task.

Once a ticket is created, it has to go through the regular approval processes that is configured to the shelf containing the item. On any change made on the status of the PersonWantsOrg entry, the process chain SCN_Update 1IM status to ServiceNow is triggered. This process chain ensures that the JSON response is sent to the ServiceNow end, and the associated ticket is updated in ServiceNow.

In case of an error, when the ticket is not created for a PWO request entry, the request goes into denied state and then, the user is allowed to request for the same product again.

NOTE: If the process chain SCN_Update 1IM status to ServiceNow fails, we recommend the customers to create a new MailComponent step, to send a mail alert to the requester.
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