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If your organization has successfully integrated EmpowerID with ServiceNow, you have the ability to automate the creation of Request tickets in ServiceNow whenever a Business Request is initiated in EmpowerID. This allows organizations utilizing ServiceNow for their IT Service Management (ITSM) to maintain a comprehensive record of all EmpowerID-originated requests within ServiceNow. This record includes essential details such as the request's status, the requester's identity, the request's timestamp, information on approvals or rejections, and any associated comments. This task-based help topic guides you through the steps required to enable this feature in EmpowerID.

Architectural Overview

Understanding the architectural elements involved in the EmpowerID and ServiceNow integration provides a foundational framework architecture is crucial for effective implementation and ongoing management. This section outlines the key architectural components and how they interact to enable automatic ticket generation in ServiceNow based on Business Requests initiated in EmpowerIDThe primary components involved in this integration are:

• Business Request Type: Defines the approval processes.

• ITShop Business Request Type: Specific type for EmpowerID's IAM Shop.

• Workflow Triggers: Decide what happens when a Business Request reaches a particular state.

• Pre-Approval Step Workflow Job: Scheduled task to initiate workflow.

• Specialized Workflows: Such as CreateSnowRequestForBR and UpdateSNOWRequestStatus.

Business Request Type

The Business Request Type is serves as a critical core element of EmpowerID’s Approval Flow engine. It allows organizations to define specific specify the approval processes that should be triggered required when users request access to resources.

ITShop Business Request Type

For This subtype is utilized for Business Requests originating from EmpowerID's IAM Shop, such as requests for group or Management Role memberships, the relevant Business Request Type is the "ITShop" Business Request Type. This type is equipped with multiple configurable settings to integrate ServiceNow ticketing with the IAM Shopmembership requests. Configurable settings are available to facilitate ServiceNow ticket integration.

• Workflow to Run on Step Ready: Specifies the workflow to initiate when a step in an Approval Flow policy is ready for an approval decisionthat initiates when an approval decision is ready. For ServiceNow integration, the default workflow is the “CreateSnowRequestForBR” workflow CreateSnowRequestForBR.

• Workflow to Run on Fulfillment: Dictates Determines which workflow is triggered when a triggers upon Business Request receives approval. In the context of The default for ServiceNow integration , the default workflow is also the "CreateSnowRequestForBR" workflow.

Pre

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Approval Step Workflow Job

The Pre-Approval Step Workflow Job This is a scheduled activity task in EmpowerID that is responsible for claiming open Business Requests that have been configured to start a workflow when a Business Request is opened. The job groups together claimed associated with the ITShop Business Request Type and starting the designated workflow.

• Claiming Conditions: Business Requests that share the same

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• PreStepRequestWorkflowID are grouped together.

• Triggered Workflow: For ServiceNow integration, CreateSnowRequestForBR is initiated.

Specialized Workflows

CreateSnowRequestForBR Workflow

This specialized workflow serves as the conduit between EmpowerID and ServiceNow. It communicates workflow interfaces with the ServiceNow API to create generate corresponding ServiceNow Request and Request Item records for each Business Request and its associated Business Request Items initiated in ServiceNow based on Business Requests in EmpowerID.

UpdateSNOWRequestStatus Workflow

As a continuous, permanent workflow, the UpdateSNOWRequest Status Workflow ensures that Operating continuously, this workflow syncs the status and metadata of Business Requests are kept synchronized between EmpowerID and ServiceNow. This synchronization is vital for maintaining an accurate and , ensuring up-to-date record of requests and their statuses records in both systems.

Process Flow

The below illustration depicts the process flow for this. A description follows the illustration.

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1. Initiation: Users request access to resources , such as group or Management Role membership, from the EmpowerID via EmpowerID’s IAM Shop. This action creates a Business Request with Business Request Items in EmpowerID.

2. Claiming Business Requests: The Pre-Approval Step Workflow Job calls the SQL Stored Procedure Custom_BusinessRequest_ClaimForPreApprovalStepWorkflow to claim Business Requests that meet the following conditions

3. The Business Request has yet to be successfully processed.

The value of the

claims open Business Requests meeting certain conditions:

• Yet to be processed.

• PreStepRequestWorkflowID is not null.

4. Validation and Processing: The CreateSnowRequestForBR workflow validates the Business Request Requests and sets the process status to one of the following values based on the validation result:

   If processing is successful, the process status is

   processing status accordingly.

   • Successful: Status set to 2.

   • If processing fails, the process status is Failed: Status set to 3, and the workflow sets the next attempt based on the number of tries, ensuring the system retries the processing in case of failures.

   Upon successful processing, the CreateSnowRequestForBR workflow creates corresponding Request and Request Items in ServiceNow for each EmpowerID Business Request and Business Request Item configured with the workflow. Approval Tasks are registered in EmpowerID and routed to the designated approvers as approval tasks in the EmpowerID My Tasks Microservice.
   Process details for syncing EmpowerID Business Requests and Business Request Items with ServiceNow Requests and Request Items are as follows:
   Business Requests
   To associate ServiceNow Requests with EmpowerID Business Requests, the workflow creates ServiceNow Requests with the following pre-defined values from EmpowerID:
   Insert excerptIL:SNOW Ticket Integration TablesIL:SNOW Ticket Integration TablesnameSNOW FieldsnopaneltrueAdditionally, the workflow retrieves the GUID for each created ServiceNow Request and inserts them into the EmpowerID Business Request:
   Insert excerptIL:SNOW Ticket Integration TablesIL:SNOW Ticket Integration TablesnameSNOW Request ValuesnopaneltrueBusiness Request Items
   To associate ServiceNow Request Items with EmpowerID Business Request Items, the workflow creates ServiceNow Request Items with the following pre-defined values from EmpowerID:
   Insert excerptIL:SNOW Ticket Integration TablesIL:SNOW Ticket Integration TablesnameSNOW Request Item FieldsnopaneltrueAdditionally, the workflow retrieves the GUID for each created ServiceNow Request Item and inserts them into the EmpowerID Business Request Item:
   Insert excerptIL:SNOW Ticket Integration TablesIL:SNOW Ticket Integration TablesnameSNOW Request Valuesnopaneltrue

5. User or system approves/rejects the Business Request or one or more Business Request Items.

6. The UpdateSNOWRequestStatus fetches the status of the Business Request and Business Request Items and updates the state of the corresponding ServiceNow Request and Request Items.
   Business Requests
   The workflow checks the value of BusinessRequestStatusID and updates the ServiceNow Request based on that value. If the HTTP request is successful, the workflow sets the ExternalProcessStatus to 2; otherwise, it sets it to 3.
   Insert excerptIL:SNOW Ticket Integration TablesIL:SNOW Ticket Integration TablesnameSNOW Request Status ValuesnopaneltrueBusiness Request Items
   EmpowerID checks the value of BusinessRequestItemStatusID and updates the ServiceNow Request Item based on that value. If the HTTP request is successful, the workflow sets the ExternalProcessStatus to 2; otherwise, it sets it to 3.
   Insert excerptIL:SNOW Ticket Integration TablesIL:SNOW Ticket Integration TablesnameSNOW Request Item StatusnopaneltrueIf the Business request

   • with retries scheduled.

7. ServiceNow Ticket Creation: On successful validation, ServiceNow Request and Request Items are created.

8. Approval Tasks: Routed to EmpowerID’s My Tasks Microservice for further action.

Data Mapping and Synchronization

Business Requests

Business Request Items

ServiceNow Ticket Integration Procedure