ServiceNow

Introduction

You can automatically create tickets (called as incidents) in ServiceNow as part of the following cases:

• Access Request has been approved

• Access Review has been denied

This functionality allows you to automatically create tickets to provision/de-provision resources based on the corresponding access request/review. Let us explore the steps to configure this on your tenant:

Configure ServiceNow Email Notification System:

Within ServiceNow

To enable email-based ticketing with ServiceNow, please ensure that your instance is configured to receive and process inbound emails. Follow the steps below:

1. Enable inbound email First, confirm that inbound email is enabled in your ServiceNow instance. To do this, navigate to: System Properties > Email Properties and make sure the “Email receiving enabled” option is turned on.

   
2. Verify email receiving setup Next, ensure that your instance can successfully receive emails. To do that, go to: System Diagnostics > Email Diagnostics and verify that Email receiving is operational. To be operational:

   • Inbound email configuration must be enabled (as per step 1).

   • Your instance must have a valid email account configured using the POP3 protocol.

   By default, each ServiceNow instance includes its own POP3 mailbox in the format: {instance_name}@service-now.com You can find your instance name in your ServiceNow URL: For example, if your URL is https://acme.service-now.com/, your default mailbox is [email protected]. If your instance does not have a default POP3 mailbox, please contact BalkanID support ([email protected]) — we’ll guide you through setting it up.

   
3. Activate the “Create Incident” inbound action Finally, ensure that the “Create Incident” inbound action is active. To check this, go to: System Policy > Email > Inbound Actions Search for “Create Incident” and confirm that it is marked as Active.

To configure within your tenant

1. Go to Configure > Integrations on your BalkanID tenant.

2. Click on either Add Integration or Edit Integration for a particular integration.

   

   
3. Go to the Optional Configuration section.

4. In Fulfillment options, choose ticket creation. It will open up a section below to select the ticketing system - Servicenow in this case. A text box will also appear to set the Email Address. Add the Mailbox address address mentioned above. Then hit Save Changes on the side panel.

   
5. This is all the configuration you need to do on the tenant. Click on Save.

You can test your setup by denying access reviews on your tenant. After the campaign has been marked as complete, an email will be sent out and an incident will be created in ServiceNow.