Integrating EmpowerID Business Requests with ServiceNow Request Ticketing

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.

Architectural Overview

Understanding the architecture is crucial for effective implementation and ongoing management. The 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 serves as a core element of EmpowerID’s Approval Flow engine. It allows organizations to specify the approval processes required when users request access to resources.

ITShop Business Request Type

This subtype is utilized for Business Requests originating from EmpowerID's IAM Shop, such as group or Management Role membership requests. Configurable settings are available to facilitate ServiceNow ticket integration.

• Workflow to Run on Step Ready: Specifies the workflow that initiates when an approval decision is ready. For ServiceNow integration, the default is CreateSnowRequestForBR.

• Workflow to Run on Fulfillment: Determines which workflow triggers upon Business Request approval. The default for ServiceNow integration is CreateSnowRequestForBR.

Pre Approval Step Workflow Job

This is a scheduled task in EmpowerID that is responsible for claiming open Business Requests associated with the ITShop Business Request Type and starting the designated workflow.

• Claiming Conditions: Business Requests that share the same PreStepRequestWorkflowID are grouped together.

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

Specialized Workflows

CreateSnowRequestForBR Workflow

This workflow interfaces with the ServiceNow API to generate corresponding Request and Request Item records in ServiceNow based on Business Requests in EmpowerID.

UpdateSNOWRequestStatus Workflow

Operating continuously, this workflow syncs the status and metadata between EmpowerID and ServiceNow, ensuring up-to-date records in both systems.

Process Flow

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

1. Initiation: Users request access to resources via EmpowerID’s IAM Shop.

2. Claiming Business Requests: The Pre-Approval Step Workflow Job claims open Business Requests meeting certain conditions:

   • Yet to be processed.

   • PreStepRequestWorkflowID is not null.

3. Validation and Processing: The CreateSnowRequestForBR workflow validates Business Requests and sets the processing status accordingly.

   • Successful: Status set to 2.

   • Failed: Status set to 3, with retries scheduled.

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

5. 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